When a car dealer won't resolve your complaint, The Motor Ombudsman offers free, impartial dispute resolution. But there are rules about when you can use them and what they can help with.
What Is The Motor Ombudsman?
The Motor Ombudsman is the automotive Alternative Dispute Resolution (ADR) body. It's free to use for consumers, independent of dealers, impartial in assessing evidence from both sides, and approved by the Chartered Trading Standards Institute. They handle complaints about new car sales, used car sales (via the Vehicle Sales Code), servicing and repairs, and vehicle warranties.
When Can You Use The Motor Ombudsman?
The Dealer Must Be a Member
The Motor Ombudsman can only help if the dealer you're complaining about is accredited to one of their codes: the Vehicle Sales Code (for sales disputes), the Service and Repair Code (for workshop issues), or the Vehicle Warranty Products Code (for warranty disputes). Check whether they're accredited using the garage finder on their website – if they're not a member, the Ombudsman can't help.
You must complain to the dealer first. Make a formal complaint, allow them 8 weeks to respond, and if they don't resolve it (or don't respond at all), you can escalate. If the dealer gives you a "final response" before 8 weeks, you can escalate immediately.
Time limits apply – you must raise your complaint with the Ombudsman within 12 months of the issue occurring, or 6 months of the dealer's final response. Don't wait too long.
What They Can and Cannot Help With
They can help with faulty vehicle disputes (rejecting a car for faults), misrepresentation (car not as described), repair quality issues, warranty claim rejections, service disputes, and pricing disputes where you've been overcharged for work.
They cannot help with complaints against non-members (always check first), private sales (only traders), personal injury claims, criminal matters (report to police or Trading Standards instead), complaints already in court, or issues over 12 months old.
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How the Process Works
Step 1: Check eligibility. Is the dealer accredited (check here)? Have you complained to them first? Has it been 8 weeks, or do you have a final response? Is it within the time limit?
Step 2: Submit your complaint by completing the online form at themotorombudsman.org. You'll need your contact details, the dealer's details, vehicle details (registration, make, model), a timeline of events, what you're claiming, and copies of evidence.
Step 3: Early resolution. The Ombudsman first tries to resolve the dispute informally. An adjudicator may contact both parties to see if agreement is possible – many cases settle at this stage.
Step 4: Investigation. If early resolution fails, they conduct a full investigation. Both parties submit evidence, an adjudicator reviews everything, they apply the relevant Consumer Code, and they issue a decision.
Step 5: The decision. The adjudicator issues a written decision including a summary of the dispute, assessment of evidence, application of the relevant code and law, their reasoning, and a remedy if the complaint is upheld.
Step 6: Acceptance. If you accept the decision, the dealer must comply – decisions are binding on members. If you reject the decision, you can still pursue court action. The dealer cannot reject a decision against them.
What Remedies Can They Award?
Financial remedies include a refund (partial or full purchase price), repair costs if you've had to pay for fixes, compensation for inconvenience and distress, and consequential losses such as insurance and hire car costs. The maximum they can typically award is the cost of putting things right, though there's no hard cap like the Financial Ombudsman's £430,000.
Non-financial remedies include requiring repairs to be done properly, requiring refund of overcharges, and requiring an apology and acknowledgment of failings.
Tips for a Successful Complaint
Be clear and factual – state exactly what happened and when, describe the faults clearly, explain what you want as a resolution, and avoid emotional language. Stick to facts.
Provide strong evidence – the adjudicator decides based on what you can prove. Include the original advert or listing (showing what was promised), your sales invoice, all correspondence with the dealer, an independent inspection report if you have one, MOT history from gov.uk, photographs and videos of the faults, any repair invoices, and expert opinions from mechanics or engineers.
Know the relevant law and reference the legal basis for your claim: the Consumer Rights Act 2015 for satisfactory quality and fitness for purpose, Section 75 if you used finance, and distance selling rights if you bought online.
Be reasonable – ask for a fair remedy. Unreasonable demands can undermine your case. Consider what financial loss you've actually suffered, what would genuinely put things right, and whether there's a proportionate solution.
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What If the Dealer Isn't a Member?
If the dealer isn't accredited to The Motor Ombudsman, your options are:
Check other ADR schemes – some dealers are members of CTSI-approved ADR providers even if they're not Motor Ombudsman accredited. If you used finance, the Financial Ombudsman Service can help with complaints against the finance company, which is jointly liable under Section 75. Report to Trading Standards for serious breaches – they may take action against the trader. And court action is always available regardless of membership. It costs more and takes longer, but doesn't require the dealer's participation in ADR.
Motor Ombudsman vs Financial Ombudsman
If your car was bought on finance, you may be able to use either:
| Aspect | Motor Ombudsman | Financial Ombudsman |
|---|---|---|
| Who you complain about | The dealer | The finance company |
| Membership required | Yes – dealer must be accredited | No – all regulated lenders covered |
| Binding on trader | Yes | Yes (on lender) |
| Maximum award | No fixed limit | £415,000 |
| Best for | Sales/service disputes | Finance company refusing to help |
Pro tip: If the dealer isn't a Motor Ombudsman member but you used finance, go via the Financial Ombudsman instead by complaining about the finance company.
After the Decision
If You Win
The dealer must comply with the decision – they're contractually bound through their membership. If they don't comply, contact the Ombudsman, who can remove their accreditation.
If you lose, you're not bound by the decision. You can accept it and move on, pursue court action instead (the Ombudsman decision won't be held against you), or re-evaluate your evidence and decide whether court is worthwhile.
Sample Initial Complaint to Dealer
Before going to the Ombudsman, you need to complain to the dealer. Here's a template:
To: [Dealer Name]
Formal Complaint
Re: [Vehicle Registration]
Dear Sir/Madam,
On [date], I purchased [vehicle] from you for £[amount].
Since purchase, I have experienced the following problems: [List faults clearly]
These faults mean the vehicle is not of satisfactory quality as required by Section 9 of the Consumer Rights Act 2015.
I have attempted to resolve this by [describe previous contact], but have been unsuccessful.
I formally require you to [state what you want – refund, repair, compensation] within 14 days.
If this matter is not resolved to my satisfaction, I will escalate to The Motor Ombudsman and may pursue legal action.
Yours faithfully, [Your name]
The Bottom Line
The Motor Ombudsman is free and impartial, but the dealer must be a member – always check first. Complain to the dealer directly and allow them 8 weeks or wait for their final response before escalating. Provide strong evidence because the decision is based entirely on what you can prove. Decisions are binding on the dealer if you win, but you're not bound if you lose – you can still go to court. If the dealer isn't a member, alternative routes exist through the Financial Ombudsman (for finance disputes), Trading Standards, or small claims court.
Thinking about complaining to The Motor Ombudsman? Check if you qualify for our rejection service first – we can help you build your case and write the complaint.
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