Make a Complaint

The Motor Ombudsman is a certified alternative dispute resolution provider who can assist with disputes that arise between consumers and Code-accredited businesses.

More information on our service can be found in our consumer guide.

Where Do I Start?

First of all, you need to give the business the chance to sort things out.

Get in touch with them to explain what’s happened and let them know how you would like things to be put right. The business then has eight weeks to give their final answer to your complaint. They can respond at any point within those eight weeks.


What If I Need To Escalate My Complaint?

If you’re not happy with the response from the business, or don’t receive one at all, then get in touch with us

We need you to fill out our enquiry form and provide us with copies of any relevant documentation – including a copy of the accredited business’ final response if one has been received.

Download and complete our enquiry form and then email it to consumer@tmo-uk.org.

Alternatively you can post your completed forms to us at:

The Motor Ombudsman
71 Great Peter Street
London
SW1P 2BN


How Will You Consider My Complaint?

Once we’ve got your details, our adjudicators will assess your complaint to see if we can take on your case.

If we can take on your complaint then we will:

  • review your information – and get a response from the other party;
  • find out the facts and weigh everything up; and
  • tell you and the business what we think

If we think there’s just been a misunderstanding, we’ll explain why. There may also be times where the offer already made is considered reasonable in the circumstances, or there just isn’t enough information for us to be able to make a fair decision.

If we decide you’ve been treated unfairly, we’ll tell the business to put things right.

You don’t have to agree with what we say and, if you disagree with our initial outcome, you are able to ask the ombudsman to make a final decision. At any point, you can let us know that you no longer want our help.

If we are unable to assist we will tell you within three weeks and, where appropriate, we will signpost you to any other organisation that may be able to help.

You can find full details of our alternative dispute resolution service and the terms of use here.


What Is Your Remit?

We can only consider a complaint against a business that is accredited to one or more of our codes and have failed to uphold their commitments.

We currently only cover businesses in the UK – however, you do not need to be resident in the UK to use our service.

We cannot consider:

  • Complaints which have not previously been presented to the business as a formal complaint
  • Complaints which are being dealt with by another ADR provider, Court or a regulatory body
  • Complaints where a legally-binding judgement has already been made
  • Complaints which require a legal decision or sanction that can only be obtained in the Courts and/or an adjudication of potentially criminal activity or claims of negligence
  • Complaints which have not been made within 6 months of the date of the initial complaint being made to the accredited business or on the date on which the dispute arose, whichever is the latter
  • Complaints where the issue complained about happened more than 6 years ago
  • Complaints whereby a remedy has already been proposed and accepted in full and final settlement

How Long Will It Take?

How long it takes will depend on what the problem is. If it’s just a case of talking things through with you and the accredited business, then it might be a few days.

If we need to find out more information, it could take some weeks.

It could take longer if things are more complicated, or if you or the accredited business wants an ombudsman to make a final decision. If there is something which means the situation is more urgent, then please let us know and we will take those circumstances into consideration.

You retain the right to withdraw from our proceedings at any stage – however, if you do accept a final decision, it will become legally binding and you may lose your right to take the complaint elsewhere.

What Powers Does the Ombudsman Have?

We are not here to take sides, our role is to investigate the complaint by taking account of any information, facts and evidence available and resolve the matter fairly. We are not here to punish companies when things go wrong.

We can require:

  • an apology;
  • an explanation of what went wrong;
  • a practical action to correct the problem;
  • and/or a financial award (subject to our limits).

We may also give feedback or recommendations to the accredited business so that it can avoid similar problems happening again.

If you reject our decision you lose the right to the resolution we have offered, but you retain your right to take your complaint elsewhere, such as the courts.

Penalty Points

The Motor Ombudsman can issue penalty points to businesses that fail to comply with The Code of Practice or do not engage in the dispute resolution process.

Failure to comply with a request for adjudication or the terms of a final decision means that a business’ accreditation may be placed in a state of suspension in line with the terms and conditions and may be then be suspended from the Code.

How Is The Motor Ombudsman Impartial?

The Motor Ombudsman is fully impartial and represents accredited businesses and consumers in equal measure, and listens to both sides to deliver consistently fair outcomes.

To ensure total impartiality, and that all enquiries, requests for information and cases have been handled correctly, The Motor Ombudsman is overseen by the Chartered Trading Standards Institute’s Consumer Codes Approval Scheme, the Independent Compliance Assessment Panel (ICAP) and a board of Non-Executive Directors, where the majority are from a non-automotive background.

The Complaints Process

the-motor-ombudsman-complaints-process

Find a Garage

Use our Garage Finder search tool to find garages committed to The Motor Ombudsman Trading Standards-approved Code of Practice.