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.