The Motor Ombudsman

What help can TMO provide if I need additional support?

We understand that everyone’s needs are different, and some people may need more support than others when trying to resolve a dispute. We also recognise that not all disabilities or needs are visible, and we are committed to providing consumers with tailored support. Examples of reasonable adjustments could include:

• Asking us for documents in large print;
• Only communicating with us by phone; and
• Working with a representative to help you with your dispute.

If there is a reason why you think we should be prioritising your complaint – for example, you’re in severe financial difficulty, suffering from ill health, have a disability, or are in a vulnerable position, please let us know, and we will take that into consideration.

You can read The Motor Ombudsman’s Vulnerability Charter here.

If you have a complaint about a business, for example following work you have had carried out on your vehicle, you need to ensure that you have given them a chance to resolve your issue first.

If you are unsure as to how to submit your complaint, it is worth asking the business for their complaints process to ensure that your concerns are going to the right place.

Explain what’s happened and let them know how you would like things to be put right, preferably in writing. The business then has eight weeks to give their final answer to your complaint but can respond at any point within this period.

If you’re not happy with the response from the business, or don’t receive one at all after waiting eight weeks, you can submit your case for us to look into. The business that you have a dispute with must be accredited to The Motor Ombudsman.

Accredited businesses are listed on this website as follows:

• Independent garages, bodyshops, repairers and franchise car dealerships accredited to the Service and Repair and / or the Vehicle Sales Codes are listed on our Garage Finder.
• Vehicle manufacturers (OEMs) accredited to the New Car Code can be found here.
• Vehicle warranty providers accredited to the Vehicle Warranty Products Code can be found here.

How long will The Motor Ombudsman’s dispute resolution process take?

How long our process takes will depend on the nature and complexity of your complaint. When you first send us information about your unresolved dispute with a business, you should hear back from us within five working days to let you know whether we have accepted your case (e.g. this will depend on whether the business is accredited to us, and whether your dispute falls within our remit as an Ombudsman).

If we have accepted your case, we will need to make sure that we have all the information we need to make a decision. On the receipt of a complete case file, which includes all the evidence from the consumer and the business, we will usually issue an adjudication within 90 calendar days.

For more information about our dispute resolution process and current timescales, please click here.

Can a dispute still be resolved by The Motor Ombudsman if an accredited business ceases trading?

If a Motor Ombudsman-accredited business ceases trading before an adjudication outcome or final decision has been delivered regarding an active dispute, it will no longer be possible to pursue the business for an award.

However, if the business belonged to a garage / dealer group or holding company, it may be possible, in some circumstances, for The Motor Ombudsman to pursue the dispute through a head office or holding company to which the accredited business formerly belonged.

Are electric and hybrid vehicles covered under The Motor Ombudsman’s Codes of Practice?

Yes, the sale, servicing and repair of electric and hybrid vehicles is covered by The Motor Ombudsman’s Codes of Practice.

Can I still pursue legal action against a business after using The Motor Ombudsman to help resolve my dispute? 

Yes, you are still able to pursue legal action at your expense against a business if you do not agree with the adjudication outcome and/or final decision reached by The Motor Ombudsman. However, a judge may take into consideration the decision made by The Motor Ombudsman in their ruling.

Can I view and access case and contact data by brand for Motor Ombudsman-accredited businesses?

As part of its impartial status, The Motor Ombudsman is unable to provide a breakdown of case and contact (enquiry) data for accredited businesses by name or brand.

However, The Motor Ombudsman publishes two annual reports every year providing anonymous data in relation to cases and outcomes.

Can I make a Freedom of Information (FOI) request to The Motor Ombudsman?

The Motor Ombudsman is not a public body, which means that it is not possible to make a Freedom of Information (FOI) request.

However, The Motor Ombudsman publishes two annual reports every year providing data in relation to its services and Codes of Practice.

Does The Motor Ombudsman outsource any aspect of its Alternative Dispute Resolution (ADR) service?

No, The Motor Ombudsman’s entire dispute resolution team is in-house, and no aspects of its ADR process are outsourced to any other bodies or organisations.

Is the Motor Ombudsman’s Alternative Dispute Resolution (ADR) service free of charge for consumers?

Yes, The Motor Ombudsman’s entire Alternative Dispute Resolution (ADR) service is free of charge for consumers, from when a dispute is submitted to when a decision is made. Consumers will never be asked to make any form of payment to The Motor Ombudsman.

Who is The Motor Ombudsman accountable to?

The Motor Ombudsman is accountable to the following:

• The Motor Ombudsman’s Board of Directors, which includes Non-Executive Directors from outside of the automotive industry.
• The Independent Compliance Assessment Panel (ICAP), which is made up of members from within and outside the automotive sector;
• The Ombudsman Association (OA).
• The Chartered Trading Standards Institute (CTSI) as the ADR certification body appointed by government.
• The Chartered Trading Standards Institute (CTSI)’s Consumer Codes Approval Scheme (CCAS).

How does The Motor Ombudsman remain independent and impartial?

The Motor Ombudsman operates as an independent entity, and all decisions made by Motor Ombudsman adjudicators and ombudsmen are impartial at all times.

The Motor Ombudsman remains impartial by:

• Having a balanced Board of Directors, which includes Non-Executive Directors from outside of the automotive industry.
• Having its processes and case outcomes reviewed three times a year by the Independent Compliance Assessment Panel (ICAP), where the majority of Panel members are from non-automotive backgrounds.
• Meeting the standards set by the Ombudsman Association’s membership criteria, namely Independence; Fairness; Effectiveness; Openness and transparency; and Accountability. In addition, The Motor Ombudsman adheres to the OA’s Service Standards Framework, a ‘roadmap’ used to embed good operational practice across the organisation.
• Being a certified provider of Alternative Dispute Resolution (ADR), where The Motor Ombudsman is audited every year by the Chartered Trading Standards institute (CTSI), the organisation that oversees ADR providers for non-regulated sectors in the UK, e.g. the car industry.
• Having each of its Codes of Practice audited annually by CTSI to ensure that they remain compliant with the stringent requirements of the Consumer Code Approval Scheme (CCAS).

In addition, The Motor Ombudsman:

• Reviews evidence and the facts of a dispute presented by consumers and businesses in equal measure, meaning there is never any element of bias or one party being favoured over another.
• Is fully transparent as to how impartial decisions are reached through the publishing of anonymised case studies on this website and within The Motor Ombudsman’s Annual Compliance Reports.
• Is not influenced in any capacity by the payment of annual accreditation fees by businesses.

Why aren’t all garages, dealerships, vehicle manufacturers and warranty providers in the UK accredited to The Motor Ombudsman?

Under the 2015 Alternative Dispute Resolution Regulations, it is voluntary, rather than mandatory, for businesses to be accredited to an Alternative Dispute Resolution (ADR) provider, such as The Motor Ombudsman. However, businesses are still required to signpost a consumer to an ADR body in the event of an unresolved dispute, but they do not have to use or sign up to that scheme. They just need to inform the consumer of their intention.

Businesses that voluntarily choose to adhere to a Code of Practice are visibly demonstrating their commitment to high standards of work and service to their customers, and are showing that they are willing to act both transparently and fairly.

In addition, some businesses may not be accredited to The Motor Ombudsman, as they may not meet the stringent standards to be a part of one or more of The Motor Ombudsman’s Codes. Every business that becomes accredited to a Code of Practice is required to meet pre-assessment criteria.

How many businesses are accredited to The Motor Ombudsman?

Over 7,500 UK businesses are accredited to The Motor Ombudsman. These are across our four Motor Industry Codes of Practice. You can read more about the types of business that are signed up to our Codes here.

Where are Motor Ombudsman-accredited businesses listed?

All existing Motor Ombudsman-accredited businesses are listed on this website as follows:

• Independent garages, bodyshops, repairers and franchise car dealerships accredited to the Service and Repair and / or the Vehicle Sales Codes are listed on The Motor Ombudsman’s Garage Finder.

• Vehicle manufacturers (OEMs) accredited to the New Car Code can be found here.

• Vehicle warranty providers accredited to the Vehicle Warranty Products Code can be found here.

What types of businesses can be accredited to The Motor Ombudsman’s Codes of Practice?

There are currently four main types of businesses that are accredited to The Motor Ombudsman’s Chartered Trading Standards Institute (CTSI)-approved Codes of Practice.

They are:

• Independent garages (Service and Repair Code / Vehicle Sales Code);

• Franchise car dealerships (Service and Repair Code / Vehicle Sales Code);

• Vehicle manufacturers (OEMs) (New Car Code); and

• Vehicle warranty providers i.e. for extended warranties (Vehicle Warranty Products Code).

The Motor Ombudsman’s four Codes of Practice evolved from those used by its predecessor Motor Codes, and are as follows:

• First launched in 1976, and endorsed by the Office of Fair Trading (OFT) in 2004, the New Car Code ensures that vehicle manufacturers supply new cars and warranties to consumers responsibly.

• The Service and Repair Code, introduced in 2008, ensures that consumers receive an honest and fair service when visiting an accredited business’ premises for work or repairs on their vehicle.

• The Vehicle Warranty Products Code, which aims to aims to provide guidelines for the supply of automotive warranties, including coverage of both insured and non-insured Products, was unveiled in 2009.

• The Vehicle Sales Code was launched in 2016, and became the first Code of Practice of its kind to cover the sale of both new and used cars.

What are Codes of Practice?

In unregulated sectors such as the motor industry, Codes of Practice and Alternative Dispute Resolution (ADR) are vital mechanisms to help protect consumers and improve standards businesses operate to.

Codes of Practice are a set of comprehensive guidelines or clauses, which businesses commit to abide by. They range from the use of clear and accurate advertising, to not carrying work on a customer’s vehicle that has not been agreed.

Thousands of businesses, including vehicle manufacturers, warranty product providers, franchised dealers and independent garages, are accredited to one or more of The Motor Ombudsman’s four Codes of Practice. The accreditation of a business to The Motor Ombudsman’s Codes of Practice is entirely voluntary, which differs from a regulator, where it is mandatory for businesses to be signed up. Businesses that voluntarily choose to adhere to a Code of Practice are visibly demonstrating their commitment to high standards of work and service to their customers.

The Motor Ombudsman is the only body that has four Codes of Practice approved by the Chartered Trading Standards Institute (CTSI), which drive even higher standards of work and service, and provide consumers with added protection, peace of mind and trust during the vehicle purchase and ownership experience.

When looking at a dispute brought to The Motor Ombudsman, an adjudicator or ombudsman will refer to the Codes to see if there has been a breach of one or more of these clauses, alongside relevant consumer legislation. This is so as to determine the appropriate outcome, and award where applicable.

How do private sector and public sector Ombudsmen differ?

Private and public sector Ombudsmen can be defined as follows:

1. Public sector Ombudsmen are tasked with resolving consumer complaints outside of the court system about a government department, local council or organisation that provides local services. Examples include the Parliamentary and Health Service Ombudsman (PHSO), and the Housing Ombudsman.

2. Private sector Ombudsmen are tasked with resolving consumer complaints outside of the court system that relate to a commercial business that is accredited to an Ombudsan scheme. Examples include The Motor Ombudsman or the Financial Ombudsman Service (FOS).

Who regulates the motor industry?

In unregulated sectors such as the motor industry, Codes of Practice and Alternative Dispute Resolution (ADR) are vital mechanisms to help protect consumers and improve standards businesses operate to.

Thousands of businesses, including vehicle manufacturers, warranty product providers, franchised dealers and independent garages, are accredited to one or more of The Motor Ombudsman’s four Codes of Practice.

The accreditation of a business to The Motor Ombudsman’s Codes of Practice is entirely voluntary, which differs from a regulator, where it is mandatory for businesses to be signed up.

Businesses that voluntarily choose to adhere to a Code of Practice are visibly demonstrating their commitment to high standards of work and service to their customers, and are showing that they are willing to act both transparently and fairly.

The Motor Ombudsman is the only body that has four Codes of Practice approved by the Chartered Trading Standards Institute (CTSI), which drive even higher standards of work and service, and provide consumers with added protection, peace of mind and trust during the vehicle purchase and ownership experience.

The Motor Ombudsman is approved by the Ombudsman Association (OA), and is required to meet their standards of indepedence, impartiality and transparency. In addition, The Motor Ombudsman is certified by CTSI as an Alternative Dispute Resolution (ADR) provider.

It is worth noting that The Motor Ombudsman is neither a trade association or a consumer watchdog.

How is The Motor Ombudsman funded?

The Motor Ombudsman is funded by annual accreditations paid for by businesses that meet the strict requirements to be a part of the organisation.

Accreditations have no influence or bearing on the independent and impartial decisions made by The Motor Ombudsman’s adjudicators and ombudsmen.

What are The Motor Ombudsman’s key roles?

Whilst The Motor Ombudsman looks to resolve complaints between consumers and accredited businesses, this forms only part of its core responsibilities as an Ombudsman. The Motor Ombudsman is tasked specifically with the self-regulation of the UK automotive industry, and to identify key issues to assist in driving even higher standards throughout the consumer purchase and ownership experience, at an independent garage, dealership, vehicle manufacturer and warranty level, and across the automotive industry as a whole.

The Motor Ombudsman’s four key roles can be summarised as follows:

When was The Motor Ombudsman founded?

The Motor Ombudsman evolved from Motor Codes, the UK’s leading automotive dispute resolution provider, and was found on 1st of November 2016.

It was the first time that the motor industry had ever had a dedicated Ombudsman specific to its sector. The Motor Ombudsman’s Codes of Practice are long-established, with the first Code, the New Car Code, introduced in 1976.

You can read more about The Motor Ombudsman’s four Chartered Trading Standards Institute (CTSI)-approved Codes of Practice here.

What is The Motor Ombudsman?

The Motor Ombudsman is the independent and impartial Ombudsman dedicated solely to the automotive sector, and self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI)-approved Codes of Practice.

Thousands of businesses, including vehicle manufacturers, warranty product providers, franchised dealers and independent garages, are accredited to one or more of The Motor Ombudsman’s four Codes of Practice, which drive even higher standards of work and service, and give consumers added protection, peace of mind and trust during the vehicle purchase and ownership experience.

What is an Ombudsman?

An Ombudsman is defined by the Ombudsman Association (OA) as an independent service that investigates and resolves complaints. Ombudsman schemes are free to consumers, and are impartial in their investigations – so they don’t take sides.

As well as providing redress for an individual, an Ombudsman also identifies any systemic issues relevant to the sector that they operate in, and provides feedback to businesses and industry to help improve services and the handling of complaints.