Guides › Car Repairs and Garages › What Is The Motor Ombudsman?
What Is the Motor Ombudsman?
The Motor Ombudsman handles complaints about garages and dealers signed up to its Codes of Practice. Complain to the business first and allow up to 8 weeks. If you accept its final decision it is legally binding on both sides. It does not handle car finance, rental or leasing disputes.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
The Short Answer
The Motor Ombudsman
You can complain to The Motor Ombudsman only if the garage is signed up to its Service and Repair and/or Vehicle Sales Codes. Check with its Business Finder. Complain to the garage first and give it up to eight weeks to give a final answer. source
What It Reviews
The Motor Ombudsman reviews evidence from both sides against its Codes of Practice and the Consumer Rights Act 2015. If you accept its final decision, it is legally binding on both sides and you may lose the right to take the complaint elsewhere. It does not cover car finance, car insurance or hire car complaints. source
Not the Motor Ombudsman
The Motor Ombudsman does not handle rental or leasing disputes. It directs people to the BVRLA. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksGarage's final answer on a complaintUp to 8 weeks, before going to The Motor Ombudsman
Steps to Take
Step 1 of 4
Check the business is accredited using the Business Finder.
Step 2 of 4
Complain to the garage or dealer in writing.
Step 3 of 4
Allow up to 8 weeks or wait for a final response.
Step 4 of 4
Take your evidence to The Motor Ombudsman.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Garage's Complaints Process
Always start here, in writing.
The Motor Ombudsman
If the garage is accredited, after its final response or 8 weeks.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- themotorombudsman.org/consumers/make-a-complaint Checked 12 October 2026
- themotorombudsman.org/knowledge-base/leasing-or-rental-vehicle-issues Checked 12 October 2026
- anglesey.gov.wales/en/residents/trading-standards-guidance/consumer-advice/problems-with-motor-vehicles/337174 Checked 12 October 2026