Automotive ADR — Free Consumer Dispute Service
Motor Ombudsman Complaint Guide — How to Resolve a Faulty Car Dispute
The Motor Ombudsman is the UK's government-backed automotive ADR provider — free to use, binding on registered businesses, and capable of awarding up to £10,000 in additional redress. If your dealer or garage is registered to a Motor Ombudsman code, it is your most powerful escalation route before the county court. This guide covers who can use it, how to file, what evidence to submit, and what the Motor Ombudsman can actually do.
What Is the Motor Ombudsman and Who Can Use It?
The Motor Ombudsman is the UK's government-authorised ADR provider for the automotive sector. It operates four codes of practice that businesses voluntarily subscribe to:
Vehicle Sales Code
New and used car sales from registered dealers. Covers the sale transaction, pre-sale representations, and post-sale faults.
Service and Repair Code
Garages and repair facilities. Covers quality of repairs, estimates, invoicing accuracy, and return of replaced parts.
New Car Code
Manufacturer-level disputes about new vehicles. Covers warranties, PDI (pre-delivery inspection) issues, and manufacturer obligations.
Motorcycle Code
Same as Vehicle Sales Code but for motorcycles and scooters.
The Motor Ombudsman is only available against businesses registered to one of these codes. Check registration at themotorombudsman.org before filing. If your dealer is not registered, you must use the county court or a different ADR scheme.
How Do You File a Motor Ombudsman Complaint Step by Step?
Confirm the business is registered
Search at themotorombudsman.org. If they are not registered, stop — the Motor Ombudsman cannot help you. Check whether the dealer belongs to any other ADR scheme instead.
Exhaust the internal complaints process first
The Motor Ombudsman requires you to have raised the dispute with the business first and either received a final response or waited 8 weeks without resolution. Keep every piece of correspondence — you will need it.
Build your evidence pack
Fault documentation (dated photos/video), proof of purchase, all communications with the dealer, repair records (job sheets, return notes), any independent inspection report, and receipts for consequential losses.
Submit your complaint online
File at themotorombudsman.org using the online complaint form. Attach your evidence pack. Describe the fault, the timeline, and what resolution you are seeking. Be factual and precise — emotional language rarely helps.
The Motor Ombudsman investigates
Both sides are heard. The Motor Ombudsman may appoint a technical assessor for complex vehicle faults. The process typically takes 3–6 months.
Receive and consider the decision
If you accept the decision, it is binding on the registered business. If you reject it, you remain free to pursue via the county court. The Motor Ombudsman process does not waive your legal rights.
What Can the Motor Ombudsman Award?
Financial redress
Up to £10,000 in additional compensation beyond the cost of the goods or repair. This covers financial loss caused by the dispute — hire car costs, alternative transport, consequential losses.
Completion of repair
The Motor Ombudsman can require the business to complete a repair correctly, at no additional cost to you.
Refund or replacement
In vehicle sales disputes, the Motor Ombudsman can require a refund of the purchase price or a replacement vehicle.
Acknowledgement and apology
For complaints where financial loss is minimal but the principle matters.
Frequently Asked Questions
What is the Motor Ombudsman?
The Motor Ombudsman is the UK's government-backed automotive ADR provider. It handles disputes between consumers and businesses registered to its codes — new car sales, used car sales, vehicle repair and servicing, and motorcycles. It is free to consumers and its decisions are binding on registered businesses.
Can I use the Motor Ombudsman for a used car bought from a dealer?
Yes, if the dealer is registered to the Vehicle Sales Code. Check at themotorombudsman.org. If the dealer is not registered, you cannot use the Motor Ombudsman — pursue via county court or an alternative ADR scheme.
What can the Motor Ombudsman award?
Up to £10,000 in additional financial redress, plus requiring the business to complete repairs, issue refunds, or provide replacements. It cannot award compensation for personal injury.
How long does a Motor Ombudsman complaint take?
Typically 3–6 months from filing to decision, depending on complexity. The process involves both sides submitting evidence and may involve a technical assessment for complex faults.
Is the Motor Ombudsman decision binding on the dealer?
Yes — if you accept the decision. If you reject it, you remain free to pursue via the county court. Accepting the Motor Ombudsman decision does not prevent you from using it as evidence in any subsequent proceedings.
Related guides in this network:
Faulty Goods Fight-Back System
Motor Ombudsman Submission Toolkit
The Fight-Back System includes the Motor Ombudsman evidence pack checklist, the complaint statement framework, and the complete vehicle dispute escalation sequence from dealer complaint to Ombudsman to court.
Get the Fight-Back System — £27One-time payment. Instant PDF download.