Last reviewed: June 2026 · For use in England & Wales · eLitigant is a Community Interest Company (No. 16566612), not a law firm. Always check the current official form on GOV.UK before you file, and sign the statement of truth yourself.
In short
First complain in writing to the garage, dealer, warranty provider or manufacturer and give them up to 8 weeks to send a final response. If you are unhappy with their answer, or hear nothing after 8 weeks, you can ask The Motor Ombudsman to investigate for free, provided the business is accredited to one of its Codes of Practice. You must apply within 12 months of the final response. A clear, evidenced complaint letter is the foundation. eLitigant’s Chris drafts this for you — you check, sign and send.
What The Motor Ombudsman is
The Motor Ombudsman is a government-backed, certified Alternative Dispute Resolution (ADR) body for the motor industry in the UK. It runs four voluntary Motor Industry Codes of Practice that businesses can sign up to: the New Car Code, the Vehicle Sales Code, the Service and Repair Code, and the Vehicle Warranty Products Code. When a business is accredited to one of these Codes and a dispute cannot be settled directly, The Motor Ombudsman can investigate and reach a decision. The service is free for consumers.
It is important to understand what The Motor Ombudsman is not. It is not a court, and it does not replace your legal rights under the Consumer Rights Act 2015. It is an independent route to resolve a dispute without going to court, typically by mediation first and then, if needed, an adjudication and finally a binding ombudsman decision. A final decision is binding on the business if you accept it; if you reject it, you keep the right to go to court instead.
When and why to use it
This route is commonly used for a faulty vehicle (such as a fault that appears soon after purchase), unsatisfactory repairs or servicing, repeated repair attempts on a new car, and warranty disputes. Two conditions matter most. First, the business you are complaining about must be accredited — you can confirm this using The Motor Ombudsman’s Business Finder before you go any further. Second, you must complain to the business first.
The process runs in a set order. You raise a written complaint with the business and explain how you would like things put right. The business then has up to eight weeks to give its final response, though it can reply sooner. If you are unhappy with that response, or you have heard nothing after eight weeks, you can submit your case to The Motor Ombudsman. You must apply within 12 months of the date of the business’s final response — or, if you received no response, within 12 months of the date you complained.
Your underlying rights sit alongside this. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If a vehicle bought from a trader is faulty, you may have a short-term right to reject within 30 days of purchase, or a right to repair or replacement, with a final right to reject if a repair fails. The Motor Ombudsman’s Codes reflect these standards. Warranty claims are separate and follow the terms of the warranty policy itself.
What to put in your complaint
Whether you are writing the first complaint to the business or submitting your case to The Motor Ombudsman, a clear, factual, well-evidenced account is what carries weight. Include:
- Your name, address, and contact details, plus the business’s name and the branch you dealt with.
- The vehicle details: make, model, registration, VIN if known, mileage, and the date and place of purchase or repair.
- A dated, chronological account of what happened — when the fault appeared, what was reported, and what the business did or did not do.
- The specific problem now: the fault, the poor repair, or the warranty point in dispute.
- The outcome you want — for example a repair, replacement, refund, or reimbursement of costs — and the amount where relevant.
- References to your evidence: the order or invoice, repair records, written correspondence, photos, and any independent inspection or technical report.
- For an escalation, confirmation that you complained to the business and the date of its final response (or that eight weeks have passed).
Keep copies of everything and send important letters in a way you can prove was delivered.
Common mistakes and pitfalls
The most common error is skipping the business’s own complaints process — The Motor Ombudsman cannot usually look at a case until the business has had its eight weeks. Another is not checking accreditation: if the business is not signed up to a Code of Practice, this route is not available and you may need a different one, such as the small claims track in the County Court. People also miss the 12-month deadline after a final response, weaken their case by relying on phone calls instead of dated written records, or set out a vague desired outcome. Finally, avoid emotive or threatening language; a measured, evidence-led letter is more persuasive and keeps you on safe ground.
Frequently asked questions
Is The Motor Ombudsman free, and is its decision binding?
Yes, the service is free for consumers. A final ombudsman decision is binding on the business if you accept it. If you reject it, you remain free to take the matter to court.
What if the business is not accredited?
The Motor Ombudsman can only deal with disputes involving accredited businesses. Check the Business Finder first. If the business is not covered, you may still have rights under the Consumer Rights Act 2015 and could consider the County Court small claims process.
How long do I have to escalate?
You generally have 12 months from the date of the business’s final response, or from the date you complained if no response was received. Don’t wait for the full eight weeks if you already have a final answer you are unhappy with — you can submit then.
This page is information, not legal advice. eLitigant CIC is not a law firm. We help you produce your own documents; you check, sign and send them.
eLitigant drafts it; you check, sign & send. Not a law firm; information, not advice.
See it done — what Chris drafts for you
A worked example, drafted to a professional standard from your details — ready for you to check, personalise and send. Fictional sample.
Marcus Bellingham
14 Cedar Rise
Loughborough LE11 4AA
marcus.bellingham@example.co.uk | 07700 900482
Customer Relations Manager
Thornfield Motors Ltd
22 Forest Way Retail Park
Leicester LE3 1HX
12 June 2026
Dear Sir or Madam,
Formal complaint — faulty vehicle and unsatisfactory repair
Vehicle: 2022 Vauxhall Astra, registration AB22 XYZ, VIN held on file
Purchase date: 8 March 2026 | Invoice no. TM-2026-0417 | Purchase price: £12,495
I am writing to make a formal complaint about a fault with the above vehicle and the repair work your service department subsequently carried out. I would be grateful if you would treat this as the start of your formal complaints process.
I bought the vehicle from your Leicester branch on 8 March 2026. On 2 April 2026, approximately three weeks later, a persistent fault developed in the gearbox, with the car jolting heavily on changing from second to third gear. I reported this by telephone on 3 April and brought the vehicle in on 9 April. Your technicians carried out a repair and returned the car to me on 16 April (job sheet SR-5582).
The same fault returned on 28 April 2026. The car was inspected again on 6 May and a second repair was attempted, but the jolting persists and a new grinding noise is now present at low speeds. I have attached the relevant invoices, both job sheets, and a copy of an independent inspection report dated 21 May 2026 from Charnwood Vehicle Diagnostics, which identifies a defective gearbox component that, in its assessment, was likely present at the point of sale.
Under the Consumer Rights Act 2015, the vehicle should be of satisfactory quality and fit for purpose. Given that a repair has now been attempted twice without success, I am asking you to put matters right. My preferred resolution is a further repair by an independent specialist at your cost, or alternatively a replacement vehicle of equivalent specification or a refund reflecting the fault.
Please treat this letter as my formal complaint. I understand you have up to eight weeks to provide a final response. If we are unable to resolve this, I may refer the matter to The Motor Ombudsman, to whose Service and Repair Code I understand your business is accredited.
I look forward to your written response. I enclose copies of the invoice, both job sheets and the independent inspection report.
Yours faithfully,
Marcus Bellingham
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