The Motoring Ombudsman has published step-by-step advice for drivers questioning repair costs, the quality of work carried out, or instances where the same issue reoccurs after repairs.
Under the Consumer Rights Act 2015, car repairs are classified as a service and must be completed with “reasonable care and skill.”
Customers are only liable for charges they have authorised.
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If the quality of the repair is in doubt, The Motoring Ombudsman recommends allowing the original garage to inspect the vehicle and address the concern directly.
A spokesman for The Motoring Ombudsman said: “If a customer goes to another garage before allowing the original repairer to inspect and respond, then recovering those additional costs ‘may be more complex’.”
The service advises gathering all relevant evidence before filing a complaint.
This includes the original repair estimate or quote, the final invoice, and any written communications, such as emails or messages.
Photographs, inspection reports, and other documentation may also support the case.
Organising this information chronologically can help clarify events for both the garage and any third party involved in reviewing the dispute.
The first step is to thoroughly review the invoice, comparing it with the estimate or quote and any approvals given.
Motorists should flag discrepancies in labour time, parts, or extra charges, and ask for an itemised invoice if one has not been provided.
Unexpected costs should then be queried with the garage, asking when and how these were authorised.
It is best done in writing to ensure a clear record of discussions and responses.
If the concern cannot be resolved informally, a formal complaint should be submitted.
This should outline the details of the dispute, reference supporting evidence, and specify the desired outcome.
The garage should also confirm whether it considers the matter closed and whether it is accredited by The Motoring Ombudsman.
Garages may take up to eight weeks to investigate and issue a final response.
If an immediate resolution cannot be reached and the driver needs to recover their vehicle, The Motoring Ombudsman suggests considering ‘pay under protest’.
This means footing the bill but by making it clear the payment “doesn’t indicate agreement with the charges”.
If the garage is accredited by The Motoring Ombudsman, motorists may then be eligible for Alternative Dispute Resolution (ADR).
This is said to provide an “impartial framework for assessing whether the business has met obligations” under the code of practice laid out in consumer law.
