How do I complain about my car?
If you encounter an issue with your car, it is important to understand who to complain to, and what your rights are as a consumer.
Once you know who your complaint is with, you should inform the business about the problem with your car in the first instance before contacting a dispute resolution provider, such as The Motor Ombudsman.
You must then provide them with a reasonable opportunity to resolve the issue according to their own complaints procedure.
If the business is accredited to one or more of The Motor Ombudsman’s Codes of Practice, you can find out how to submit your dispute here.
There are different types of issues that may be the source of complaints about your car:
How do I complain about an issue with a used car?
If you have bought a used car, and a fault develops within the first 30 days, you may have the right to return it and receive a full refund. After this period, and if there is a problem, you may still be able to get a repair or replacement. For more information about what to do if you have an issue with your used vehicle, and your consumer rights, click here.
How do I complain about an issue with a new car?
If a fault develops after buying a new car, you may able to make a claim under the manufacturer’s warranty, or your consumer rights.
If you have a new car problem, and would like to find out what you can do, click here.
How do I complain about an issue with my car’s servicing or repairs?
There may have been a problem with the work that has been undertaken on your car.
For example, if you suspect that the servicing or repairs have not been carried out correctly, you may be entitled to a repeat repair or up to a full refund.
For more information, please click here.
How do I complain about an issue with my car’s extended warranty?
Purchasing an extended warranty for a car offers peace of mind against costly repairs.
However, you may experience issues relating to:
- Making a claim for a wear and tear item, such as brakes or tyres;
- The fact that you may feel the policy may have been mis-sold;
- The fact that you may think the terms of the policy are unfair; and
- The choice of garage used to repair my car under warranty.
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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