DfT Complaints Review: What It Means for Garage Customers

The Department for Transport has released its annual Independent Complaints Assessor report, covering the period from 1 April 2024 to 31 March 2025. The report reviews complaints that were escalated beyond the standard DfT complaints process, providing a structured account of how unresolved grievances were handled across the year. While the report focuses on the department itself rather than the garage trade directly, it serves as a timely prompt for any driver who has felt let down by a vehicle-related service.

For drivers booking an MOT, a routine service or a repair, the report underlines something worth keeping in mind: formal complaints processes exist at every level of the automotive chain, and knowing how to use them matters. If a garage fails to carry out work to a reasonable standard, or charges for work that was not completed, a driver has the right to escalate their concern, whether that is to a trade body, a consumer redress scheme or, in relevant cases, a government body.

Independent garages, which handle the majority of MOTs and servicing outside main dealerships, are not subject to DfT oversight in the same way a licensing authority would be. However, the principle behind the Independent Complaints Assessor model, that unresolved complaints deserve a fair, independent review, is one that professional garages apply in practice when they belong to recognised trade associations. Transparency around complaints handling has become an increasing factor in how drivers choose where to take their vehicle.

If you are looking for a trustworthy local garage for an MOT, a service or a repair, searching through a directory that lists vetted independent businesses can help you make a more informed choice. Garage.co.uk brings together local garages across the UK, making it straightforward to find and compare options in your area before you book.