How we work

The fastest and most efficient way to submit a dispute is through our online webform. It’s designed to capture all the necessary information, allowing us to respond to your needs promptly and effectively. You can access the webform here.

We understand that every situation is unique, and you might prefer different ways of communicating. For alternative contact methods, including email, postal address, or telephone, please visit our dedicated contact page for consumers here. This page provides detailed information on how to reach us based on your specific needs.

We are committed to providing an accessible and responsive service. Whether you are submitting a dispute or seeking guidance, our aim is to make your journey towards resolution as smooth as possible.

You can find more information about our accessibility and vulnerability charter here.

• We handle disputes related to manufacturer's warranties, extended warranties, vehicle sales, and services or repairs.
• We consider disputes against businesses accredited to one or more of our Codes of Practice.
• Our services cover businesses based in the UK. However, for international customers, as long as the transaction occurred in the UK with an accredited business, you are eligible to use our service.
• Financial Thresholds: We consider disputes where the award does not exceed £10,000 and/or, where appropriate, the value of the vehicle.

You can find full details on our Terms of Service for ADR.

Enquiry: The journey begins when you get in touch with us. Whether you have a question, need advice, or wish to raise an issue with an accredited business, our team is ready to listen. This stage is crucial for understanding your situation and guiding you to the appropriate next steps within our process.

Mediation: In some cases, a quick resolution is possible through mediation. This process is designed to resolve simpler disputes, saving time and resources for all involved. By identifying the root cause of the issue early on, we often help both parties come to a more agreeable outcome swiftly.

Administration: In the administration stage, our focus is on gathering of evidence which is essential in the dispute resolution process. We request both the consumer and the business to present all related documentation that supports their claims. This includes contracts, communications, images, and any other supportive material. It is important that the evidence submission is thorough, as it directly influences the fairness and effectiveness of the adjudication process. Our team ensures that both parties have a fair chance to submit their case, and we provide clear guidelines to aid in the submission of relevant and structured evidence. Should there be any gaps or need for further clarification, we proactively seek additional information to ensure a comprehensive understanding of the case. We will notify you and the business once this stage is complete in writing, and that we now have what we consider to be the “Complete Case File”.

Early Resolution: In the early resolution stage, businesses may, upon review of the documentation and while gathering evidence, present an offer to resolve the dispute promptly. This proactive approach aims to settle matters agreeably before they escalate to the adjudication phase, streamlining the resolution process.

Adjudication: Should the case not be suitable for Mediation or Early Resolution is not possible, the next step is adjudication. During this stage, one of our adjudicators reviews the evidence from both sides in detail. They apply their knowledge of the relevant Codes of Practice and legal principles to make a balanced and reasoned judgement on the matter.

Final Decision: If either party does not accept the adjudicator's decision, they have the opportunity to appeal, and the case will be reviewed for a final decision from one of our Ombudsman. This decision is binding on the business if you accept it, finalising the dispute resolution process.

All official documents and correspondence from our office, including procedural guidelines and forms, are available in English. This ensures clarity and uniformity in all our communications.

While our primary working language is English, we understand the importance of effective communication in various languages. Our teams would be pleased to work with a translator if required. If you need assistance in understanding our documents or during the ADR process in a language other than English, please inform us at the earliest convenience.

You can find more information about our accessibility here.

To check if a business is accredited to one of our four Codes of Practice, please visit here.

We will not be able to consider a dispute if:

• it concerns physical injury, illness, distress/nervous shock or their consequences, criminal activity or claims of negligence.
• the value of any award would exceed £10,000 and/or, where appropriate, the value of the vehicle
• a legally binding judgment has already been made, although we may record details of the dispute for monitoring purposes.
• it does not fall within the remit of one or more of Our Codes of Practice or if the business is not an Accredited Business.

We may, at our sole discretion, be unable to consider the dispute if:

Your submission is:

• more than 6 years since the event occurred; OR
• more than 12 months since you either complained to the business or received their final response; OR
• relating to an issue that has not yet exhausted the Accredited Business’ complaints process or allowed them up to 8 weeks to issue a final response.

We may, at our sole discretion, be unable to consider the dispute if:

The dispute is being or has been previously considered by;

• another alternative dispute resolution body; OR
• another Ombudsman; OR
• a Court.

Or where;

• you have accepted an offer in full and final settlement of the dispute you are looking to raise.
• there are no demonstrable financial losses and pursuing the dispute is not in the interest of justice.

The Vehicle was;

• bought by or is registered in the name of, a business; OR
• is primarily used for business purposes (such as using the vehicle for goods delivery or in the course of business).

The dispute is;

• Frivolous and/or Vexatious.
• dealing with such a dispute would seriously impair the effective operation of The Motor Ombudsman, such as using The Motor Ombudsman as a test case for group litigation or collective proceedings claims.

Dispute Eligibility

• We handle disputes between an accredited business and a consumer under our Codes of Practice.
• The value of any award should not exceed £10,000 and/or, where applicable, the value of the vehicle.
• We require a valid email address or postal address for correspondence.
• Disputes must fall within the remit of our Codes of Practice.

A consumer can withdraw their dispute at any stage by notifying us, preferably via email.

• While our service is designed for use without legal representation, parties may choose to be represented at their own cost.
• We allow the submission of additional information and changes to responses.
• We may request further information relevant to the dispute and, if necessary, recommend a party appoint an expert to report on specific issues.

Unreasonable or unacceptable behaviour will not be tolerated. For details on how we handle such behaviour, please here.

Our ADR service is provided free of charge to consumers. We are committed to ensuring that everyone has access to justice and resolution without the barrier of cost. There are no fees for the submission or handling of your dispute.

While we do not mandate technical reports for dispute resolution, they can prove invaluable in more complex cases. From the outset, we clearly outline both the benefits and the potential costs associated with these reports. Typically, we encourage dialogue between the customer and the business to determine if a mutual agreement on facilitating the report can be reached. In instances where the customer's report substantiates their dispute and significantly influences the potential outcome, we aim to incorporate the findings of these reports into our final awards.

The average length of the ADR process at The Motor Ombudsman for a decision is on average 37 days from the receipt of all necessary documentation from both parties. (This also is what we would consider as a "Complete Case File").

We will always notify you as soon as we consider we have received a complete case file if we are dealing with your dispute through our formal ADR service.

This gives an estimate of how long it might take to resolve a dispute. Please note, the duration can vary depending on the complexity of the case and the responsiveness of the parties involved, we will endeavour to keep you informed of any undue delays or timescale extensions.

More detailed information about service and timescales can be found in our annual reports.

We operate a two-stage Alternative Dispute Resolution process, ensuring a thorough and fair approach to each case. Understanding the legal implications of each stage is crucial for all parties involved. As we are guided by our Codes of Practice which incorporate best practice in the industry as well as what we consider fair and reasonable considering all the circumstances of the case, our decisions may propose a solution that differs from that which may be determined by a court applying legal rules.

Adjudication Stage

• In the initial stage of adjudication, our experts review the case and provide a decision. This decision is not binding and can be appealed by either party.

Ombudsman Stage

 If the case proceeds to an ombudsman's final decision, this conclusion represents our definitive stance on the dispute.

• Only the consumer has the opportunity to accept or reject the ombudsman's decision.
• If the consumer accepts the ombudsman's final decision, it becomes binding on the business. This means the business is legally obligated to comply with the decision.
• If the consumer chooses to reject the ombudsman's final decision, they retain the right to pursue other avenues for resolution, such as legal action.

The Motor Ombudsman operates with a commitment to transparency in all our processes. Any information that is supplied and relied upon in our dispute resolution procedures will be made available upon request. However, this is subject to necessary limitations in cases where confidentiality, commercial sensitivities, or GDPR requirements apply. We take these considerations seriously to ensure the protection of all parties involved, balancing openness with the need for privacy and security in certain instances.

• The majority of our ADR processes are conducted in writing, primarily through email. This approach allows for a clear record of all communications and decisions, facilitating transparency and thoroughness in handling each case.
• Written communication is preferred as it ensures that all parties have the time to consider and respond appropriately to each aspect of the dispute.

• For mediation, we utilise video conferencing. This allows for a more personal and interactive resolution process, where parties can engage directly with each other and the mediator in a virtual setting.
• Video conferencing for mediation combines the benefits of personal interaction with the convenience and safety of remote access, catering to the needs of all parties involved.

Our procedure conduct is designed to adapt to the varying needs of each specific case, ensuring that all parties can participate effectively in the ADR process.

• Our annual activity report provides a comprehensive overview of our operations. This report is publicly available and can be found on our website here.

You can also find additional reports and other helpful information from our information section which can be found here.

As a proud member of the Ombudsman Association, we actively collaborate with various schemes and ADR bodies. Our cooperative efforts include:

• Sharing knowledge on mediation practices with other regulatory and dispute resolution entities across different sectors.
• Exchanging insights on policies and processes with similar ombudsman services.
• Active participation in working groups focused on casework interest, including presentations at ADR conferences.
• Contributing to the development of competency frameworks for caseworkers within the Ombudsman Association.
• Engaging in productive dialogues with various ADR bodies at key industry events and symposiums.
• Building and maintaining strong relationships with fellow ombudsman services and ADR schemes, which is crucial for our continuous growth and development in providing top-tier dispute resolution services.

Our commitment to reporting and cooperation reflects our dedication to continuous improvement and the pursuit of excellence in dispute resolution.