Contacting us about a new dispute?
Before you contact us, it’s important that you check a few details so that you know if your dispute is with a business that is accredited to us, that your case falls within our remit, and it’s also important that you give the business a chance to put things right themselves and use their complaints process.
The easiest way to log a new dispute with us is via our online web form. Please take a look at our ‘step by step‘ guide to resolving your dispute.
Please ensure you read this information before contacting us.
Looking for an update?
We send out updates on cases as they progress through our dispute resolution process. We’re operating a very busy service at present, and because of this, if you are contacting us about a general update or to provide more information, it may mean that you’ll need to wait until your case is allocated to a case investigator or an adjudicator for a response.
Information line opening hours
Normal phone line opening hours
If you’d like to speak with a member of our Customer Service team, our normal phone line opening hours are between 9am to 4.30pm Monday to Friday, excluding bank holidays.
If you are a consumer and need information you can call 0345 241 3008* (option 1).
*Calls to 03 numbers cost the same as calls to 01 and 02 prefixed numbers and are included as part of any inclusive minutes or discount package. These rules apply to calls from any type of line including mobile, fixed line or payphone.
Please note that in light of COVID-19 our central office is currently closed and we are operating a remote working policy.
You can still send letters to us by post, however there may be some delays with processing the documents and online communications would be preferable if possible during this time. If you already have a case with us, please reply to the latest email from us and attach any documentation or photos.
If you have not yet logged a case with us, you can find information on how to submit your dispute online at the bottom of this webpage.
If you would prefer to contact us by post, our registered address is:
The Motor Ombudsman
71 Great Peter Street,
If there’s anything we can do to help you access our service, please get in touch with us using the contact details above. For further information on how we might be able to help, and the types of adjustments we might be able to make, please click here.