My contact at the business that I have an issue with is in self-isolation, and I’m struggling to resolve my dispute. How can I move my complaint forward?
In the first instance, we recommend that you contact the business to ask who is covering that person’s absence in order to respond to your complaint. If this is not successful, we advise that you escalate your dispute to someone senior, such as the owner of the garage or the dealer principal, who may be able to assist. If you’re complaining about a dealership who is franchised to a manufacturer, you could consider contacting the manufacturer for help – or, if the dealer or garage is part of a wider group, they might have a head office that can handle the complaint.
We are only able to formally accept a case at The Motor Ombudsman after eight weeks from the date you raised a case with the accredited business if they have not been able to resolve it to your satisfaction.