How to complain about substandard repair?
Under the Consumer Rights Act 2015, an accredited business has an obligation to use reasonable care and skills in the repairs of the car. Therefore, if they have failed to do this whilst carrying out the repair, then the garage should repair the car again in the first instance. This will be a free of charge repair. If this repair fails, or it is not practical, then you can ask for your money back.
In order to get the dispute resolved you should inform the business of the issue and provide them with a reasonable opportunity to repair the issue by following their complaints procedure.
If you are unhappy with the final response of the accredited business or more than 8 weeks has passed since raising the complaint with the accredited business then 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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