The garage has stopped contacting me, what do I do?
We expect accredited businesses to provide a reasonable response to any issues you raise with them. In order to get a response from the business we recommend you do the following:
- Call the business first to try and see if this can be resolved without being made formal
- If you are unable to speak to the relevant staff member of staff during the call, leave a message and ask for a call back within 24-48 hours.
- If the garage does not return your call, contact the garage and ask them for their in-house complaint process. Submit a written complaint to the garage either by email or post, stating your concerns, the issues you are experiencing and the outcome you are seeking (we recommend that letters are sent by recorded deliver and the tracking receipt kept for future reference). You should ask the business to respond within 10 working days.
- If the business fails to respond, send a follow up email and let them know you will be referring the matter to The Motor Ombudsman, if they continue to fail to respond. Give them another 10 working days to respond.
- If it is 8 weeks of raising the formal complaint with the business and they have failed to respond or satisfactorily resolve your concerns, you may escalate the complaint to The Motor Ombudsman for further investigation.
How to submit a dispute to The Motor Ombudsman
The Motor Ombudsman is a certified Alternative Dispute Resolution (ADR) provider who can assist with disputes that arise between consumers and Code-accredited businesses.
Before you submit a dispute to us, firstly please ensure you have taken a look at the information about our process on the resolve a dispute page.
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