Resolve a dispute

The Motor Ombudsman is a certified Alternative Dispute Resolution  (ADR) provider who can assist with disputes that arise between consumers and Code-accredited businesses.

In order for us to assist with resolving your dispute, there are some steps you need to take in advance of us looking into your case:

Step 1: Firstly, check if the business is signed up to one of our four Codes of Practice.

Step 2: Then, get in touch with the business to explain why you are not satisfied and give them a chance to resolve the issue.

Step 3: Visit our Knowledge Base to see if we can answer your query, and to check the case is within our remit.

Step 4: If your issue remains unresolved, please download and complete our case creation form to give us the more information about your dispute. You can access this form after searching our Knowledge Base.

You can also find useful information on how our service by downloading our customer guide.

Download our guide for consumers


Step 1: How to check if the business is accredited to The Motor Ombudsman

You can check whether a business is signed up to our Service and Repair and/or Vehicle Sales Codes of Practice by typing in the business name or postcode into our online Garage Finder.

If your dispute relates to a new car under the manufacturer’s warranty or an extended warranty product, a full listing of accredited businesses can be found here.

Accredited car manufacturers 

Accredited vehicle warranty product providers


Step 2: Have you have given the business a chance to resolve the issue?

First of all, you need to give the business the chance to sort things out.

Get in touch with them to explain what’s happened and let them know how you would like things to be put right.

The business then has eight weeks to give their final answer to your complaint. They can respond at any point within those eight weeks.

We can only look into a case before eight weeks if the business has issued a final response and you are unhappy with it.


Step 3: Visit our Knowledge Base to check if the dispute is something we are able to take on.

If you’re not happy with the response from the business, or don’t receive one at all, then please make sure that you have referred to our online Knowledge Base for the next steps.

The Knowledge Base contains the answers to many frequently asked questions. Before contacting us, please use this resource to find useful information and to check if your complaint falls within our remit.

Find an answer


Step 4: How to submit a dispute to us

After you’ve searched our Knowledge Base (if your dispute is within our remit and you still need us to assist you with resolving your complaint with one of our accredited businesses), you will be able to see a link to access the Case Creation page. From this page you will be able to download our enquiry form to complete the details of your dispute which you will then need to email to us or print off and post to us.

Submit case online (beta)


Further  information on resolving your dispute

You can find out more information such as our remit, how we remain impartial and the dispute resolution process map here.