Consumer Complaints Service

SIMI Standards 

Buying a car is a significant investment, and consumers should feel confident when purchasing a vehicle or using motor services. All SIMI members must adhere to the Society's Code of Ethics and maintain high standards of customer service.

While most transactions are completed satisfactorily, disputes can occasionally arise relating to vehicle purchases, servicing or repairs.

If you experience an issue with a SIMI member, raise your concerns directly with the dealership or service provider first, as many issues can be resolved at this stage.

If the matter remains unresolved, SIMI offers a free Consumer Complaints Service for eligible complaints, helping to mediate disputes between consumers and SIMI member companies. Where mediation is unsuccessful, the matter may be referred to the SIMI Retail Motor Industry Standards Tribunal.

Please note: SIMI cannot provide consumer advice regarding individual complaints, and all complaints and related correspondence must be submitted in writing.

Before submitting a complaint, please read the guidelines below.

Customer Guidelines – Consumer Complaints Service

The SIMI Consumer Complaints Service provides a structured process for resolving disputes between consumers and SIMI member companies.

• Free Mediation Service: The service is free and available to customers of current SIMI member companies, provided their complaint falls within its scope.
• Written Complaints: All complaints must be submitted in writing, together with relevant supporting documentation. Correspondence should remain factual and respectful.
• Company Response: Once a formal complaint is received, SIMI will notify the member company and provide copies of relevant correspondence. The company has 10 working days to respond in writing.
• Independent Assessment: Either party may obtain an independent consultant engineer's report at their own expense to support their case.
• Unresolved Complaints: Unless SIMI receives written confirmation that the matter has been resolved, unresolved complaints are scheduled for referral to the SIMI Retail Motor Industry Standards Tribunal 14 days following notification.

SIMI Retail Motor Industry Standards Tribunal

The Tribunal operates independently of SIMI, which provides administrative support.

An independent arbitrator chairs it, and it includes consumer and motor industry representatives. Additional industry experts may attend to provide technical guidance where required.

The Tribunal considers unresolved disputes and makes recommendations to achieve a fair resolution.

Tribunal recommendations are binding on SIMI member companies. Failure to comply may constitute a breach of SIMI membership rules and may result in disciplinary action.

SIMI Consumer Complaints Service

Before submitting a complaint, please review the following requirements:

• Contact the Company First: You must initially raise your complaint with the senior management of the dealership or service provider and allow them an opportunity to resolve the issue.
• SIMI Members Only: Complaints can only be considered where the business involved is a current SIMI member.
• Eligible Complaints: The service covers disputes relating to vehicle purchases, servicing and repairs carried out by SIMI retail member companies. Complaints concerning a vehicle's condition or performance that are subject to a manufacturer's warranty claim are excluded.
• Three-Month Time Limit: Complaints should be submitted within three months of the issue first becoming apparent. SIMI may consider complaints submitted outside this period where circumstances justify an exception.
• Written Submission: Complaints must be submitted in writing, accompanied by all relevant supporting documents.
• Mediation & Tribunal: SIMI will attempt to resolve the dispute through mediation. If unsuccessful, the matter may be referred to the independent SIMI Retail Motor Industry Standards Tribunal.
• Legal Proceedings: Complaints that are already the subject of legal proceedings cannot be considered under the SIMI Consumer Complaints Service.

Submit a Complaint

If you have been unable to resolve your complaint directly with a SIMI member company and your complaint meets the eligibility requirements, you can submit it through our Consumer Complaints Service.

Please ensure you include a clear description of the issue and all relevant supporting documentation.

CIArb and SIMI Arbitration Scheme

Arbitration is a private dispute resolution procedure and is a legally binding means of resolving disputes. An Arbitration Agreement is an agreement to refer a dispute to arbitration, usually in the form of an Arbitration clause as included in the Contract entered into by the Parties. The Chartered Institute of Arbitrators (Ireland Branch) arrange the appointment of Arbitrators on behalf of the SIMI. 

A claimant can apply in writing directly to the Chartered Institute of Arbitrators Irish Branch, The Distillery Building, 145 - 151 Church Street, Dublin 7, for a “Request for Appointment of Arbitrator", SIMI S1. For further information on the scheme, you may call the institute on Tel: 01 8175307