The Motor Ombudsman

The Motor Ombudsman is the automotive dispute resolution body. Fully-impartial, it is the first ombudsman to be focused solely on the automotive sector, and self-regulates the UK’s motor industry through its code of practice. Click here to find our list of members. 

Contact details

Address

71 Great Peter Street
London
SW1P 2BN
United Kingdom

Contact information

Email address: [email protected]
Website: http://www.TheMotorOmbudsman.org
Phone: 0345 241 3008

 

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Type or sector of disputes

The entity is competent for disputes in the following sectors

• New cars 

•  

  Service and repair
• Vehicle sales 
• Vehicle warranty product
• General Consumer Services 

   

• The entity is competent for disputes against traders established in
• United Kingdom

 

• Procedure

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• Fees
• No fees have to be paid by the consumer
• Fees have to be paid by the trader 
• Variable fee
  
  Traders:
  This varies dependent on the Code of Practice 
  
  
• Language(s)
  The entity is handling the procedure in the following languages:
• English
  
  Average length of the procedure (in days or months)

• The procedure has an average length of 30 days

  Conduct of the procedure

•   The procedure is done: in writing, orally

•    The entity does not require the physical presence of the parties and/or of their representative

• Outcome of the procedure
• The procedure is binding on the trader

 

• Grounds for refusal

• The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally

•  The dispute is frivolous or vexatious

•  The complaint is being or has previously been considered by another dispute resolution body or by a court

•  The consumer has not submitted the complaint to the dispute resolution body within the required time limit

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