Six golden rules for garage customer disputes defined by The Motor Ombudsman

Published:  15 September, 2020

Garages that find themselves in dispute with a customer may benefit from the publication of six golden rules for customers, defined by The Motor Ombudsman, that could help to de-escalate and conclude a dispute.

Bill Fennell, Chief Ombudsman and Managing Director of The Motor Ombudsman, said: “Some consumers may not always know where to start when looking to a resolve a dispute, and it can be daunting to embark on this journey for the first time. We therefore wanted to bring together some of the key considerations for motorists if they have a complaint, and to highlight an effective approach that may be adopted to solve the issue that they are encountering.”

The Motor Ombudsman’s six golden rules for consumers are as follows:

1. Always try to resolve the dispute directly with the business in the first instance 2. Maintain an open and continued dialogue 3. Work together with the business to find a solution 4. The Motor Ombudsman can step in to help if the business is accredited 6. Make it clear and realistic in terms of the preferred outcome 

Bill added: “The starting point, however, is always to contact the business involved and give them a chance to resolve the issue, as this ultimately gives the best chance of finalising the matter with the minimum level of stress.”

For more Alternative Dispute Resolution (ADR) tips for consumers, visit

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