How to File a Complaint against Ford Automobile?

Many Ford car owners often deal with issues like mechanical defects, unsatisfactory after-sales service, or delays in repairs. Despite facing such problems, most individuals remain uncertain about the best course of action to take. The Consumer Protection Act in India offers a structured process to raise complaints and seek redressal. In this blog, you will learn how to file a complaint against Ford Automobile. This blog aims to simplify that process by outlining clear and effective steps to file a complaint through the proper legal and consumer platforms.

Common Issues Faced by Ford Car Owners

Below is the list of common issues faced by Ford car owners:

Manufacturing Defects

Some Ford vehicles show faults in critical areas such as the engine, braking system, or transmission. These problems often appear soon after purchase and continue even after repeated visits to service centres. Such defects affect the safety and performance of the vehicle, and the company must take responsibility.

Poor After-Sales Service

Ford service centres sometimes fail to resolve customer complaints within a reasonable time. Delays in vehicle servicing, unavailability of essential parts, or improper diagnosis of problems cause inconvenience. In some cases, vehicles remain idle for weeks due to a lack of updates or action from the service team.

Warranty-Related Problems

Owners often face denial of free repairs or part replacements even when the issue falls under warranty coverage. The company or service centre refuses claims without proper inspection or valid reasoning. This creates a financial burden and breaks customer trust.

Overcharging or Hidden Costs

Some customers receive service bills that include extra charges not discussed earlier. In many cases, service centres add paid services or parts without informing the customer in advance. Such practices lead to unfair billing and unnecessary expenses.

Misleading Advertisements or Commitments

Ford sometimes advertises features, mileage, or benefits that do not match real performance. After purchasing the vehicle, customers notice that certain promised features do not exist or work poorly. This creates a gap between expectation and experience.

Delivery and Registration Delays

After full payment, some customers face delays in receiving their car or the registration certificate. Such delays affect daily life and sometimes result in financial loss. Customers do not get proper updates or timelines from the dealership or company.

Replacement or Refund Denial

In cases of major defects or repeated failures, customers request a replacement or refund. Ford often refuses such requests even when the issue affects vehicle quality and use. The company does not take fair action despite multiple complaints.

Poor Customer Support

Ford’s customer care service often fails to respond on time or resolve issues. Many complaints remain pending without feedback or follow-up. This shows a lack of commitment to customer satisfaction and adds to the frustration.

Service Centre Misconduct

Some service centres show careless behaviour while handling vehicles. Untrained staff, poor supervision, or lack of attention lead to damage, poor repair, or missing parts. In most cases, customers receive no compensation or apology.

How to File a Complaint against Ford Automobile through its Internal Grievance Support System?

Here is a step-by-step process to file a complaint against Ford Automobile through its internal grievance support system:

Step 1: Gather All Relevant Evidence

Before raising a complaint, collect all documents related to the issue. These include:

Purchase invoice

Warranty card

Service/job card

Email or WhatsApp communication with Ford or the dealership

Photos/videos of the defect or damage (if applicable)

Previous complaint numbers or acknowledgements

Proper documentation strengthens the complaint and helps in faster resolution.

Step 2: Visit Ford India’s Official Website

Open Ford India’s official website in a browser. Scroll to the bottom of the homepage and click on “Contact Us”. This page provides links to raise a complaint, check support details, and read the terms of service. The “Customer Support” section displays all official helpline numbers and customer care contacts. The website also contains links to escalate the complaint if no resolution comes from the first point of contact.

Step 3: Call the Ford Customer Care Helpline

Dial the official toll-free number 1800-419-2500. The helpline operates from Monday to Saturday, between 9:00 AM and 6:00 PM. Share the details of the issue with the executive, including vehicle model, registration number, and dealership name. Ask for a Service Request Number and write it down. The number helps track the status of the complaint. Mention any steps already taken and the response received from the dealership or service centre.

Step 4: Email Ford India’s Support Team

Write a formal email and send it to customail@ford.com. Mention the customer's name, mobile number, vehicle registration number, and chassis number. Explain the issue in short and clear sentences. Add details of the dealership, service centre, or previous complaint. Attach copies of important documents, including photos or video evidence if available. Use the subject line “Vehicle Complaint – [Car Model/Registration Number]” to help Ford’s support team identify and act on the request faster.

Step 5: Escalate the Complaint if Unresolved

If the issue remains open after 7–10 working days, raise the matter to a higher level. Go to the same Ford website and open the “Escalate a Complaint” section. Fill in the form with all the required fields, such as complaint number, car details, and customer information. Attach supporting documents once again. Ford assigns a Customer Relationship Manager to serious or long-pending cases. This person becomes the main contact for updates and final resolution.

Step 6: Visit the Nearest Authorised Ford Service Centre (if required)

If the issue concerns a technical fault or damage that needs inspection, go to an authorised Ford dealership or service centre. Carry all relevant documents and show the complaint reference number or email confirmation. Ask for a physical diagnosis report or written explanation. Request a service report at the end of the visit, which helps if the issue requires further escalation. However, Ford’s internal grievance process often takes longer to respond to or resolve complaints. This delay creates frustration and affects customer satisfaction. When no timely action comes from the company, an alternative solution becomes necessary. Online Dispute Resolution (ODR) offers a faster and more convenient option. It allows consumers to file complaints digitally without court visits or paperwork.

What is Online Dispute Resolution?

Online Dispute Resolution is an entirely digital system for resolving disputes, utilising technology-driven platforms to facilitate every stage from the initial filing and evidence submission to virtual hearings, negotiations, and final decisions. It incorporates traditional dispute resolution methods such as negotiation, mediation, and arbitration, all conducted online via tools like video conferencing, chat, and secure document sharing. This comprehensive online workflow enables parties to engage in dispute resolution without needing to meet in person, making the process more convenient and accessible while maintaining the structured framework of Alternative Dispute Resolution methods.

Why Choose Online Dispute Resolution?

Consumers prefer ODR for several reasons:

Cost-effective & Time-efficient

Online Dispute Resolution (ODR) significantly cuts down on expenses related to travel, legal representation, and court fees. Since the entire process takes place digitally, parties can save both time and money that would otherwise be spent attending physical hearings or waiting through lengthy legal procedures. Most disputes are resolved in a matter of days or weeks instead of the months—or even years—it often takes in traditional courts.

Accessible & Convenient

ODR platforms are designed to be user-friendly and available around the clock, allowing participants to engage in the process from anywhere in the world. This makes it especially beneficial for cross-border or interstate disputes where physical presence can be challenging. Whether you’re a consumer or a business, you can submit evidence, communicate with the other party, and attend virtual hearings—all from the comfort of your home or office.

Privacy & Security

Unlike traditional court proceedings that are often public, ODR ensures a higher degree of confidentiality. Sensitive documents, communications, and decisions are securely handled through encrypted digital platforms. This protects the privacy of both parties and provides a safe, confidential environment for resolving disputes without public exposure.

How to File a Complaint through ODR?

Filing a complaint through Online Dispute Resolution (ODR) is simple and follows a structured process. Here’s a step-by-step guide:

Step 1: Collect All Relevant Evidence

Before initiating your complaint, gather all documents and proofs that support your claim. These may include:

• Receipts or invoices
• Emails, chat transcripts, or messages with the company
• Photographs of defective products or damages
• Payment proofs or bank statements

Having organized and clear evidence strengthens your case and speeds up the resolution process.

Step 2: Submit Your Dispute Through an ODR Platform

You can file your complaint either through an official Government ODR Portal or a private ODR platform, such as Online Legal India. Provide all necessary details, attach supporting documents, and describe your issue clearly. The platform will appoint a neutral mediator. The mediator will send the mediation notice to the other party.

Step 3: Participate in Mediation Proceedings

During the mediation, the mediator facilitates discussions between you and the other party via email, chat, or video call. Both parties present their viewpoints and approach for a resolution.

After the mediation process, the mediator will provide a mediation report summarizing the discussions and recommendations. Based on this report, a settlement is determined. Possible outcomes may include:

• Refund of charges
• Compensation for damages
• Official apologies or service corrections
• Settlement of Disputes

Step 4: Settlement

If mediation is successful, the agreement is documented, and both parties are expected to comply with the terms. If you need assistance in filling your dispute, get in touch with Online Legal India.  

 Conclusion

Filing a complaint against Ford Automobile may seem difficult at first. However, a structured approach makes the process easier. Consumers have the right to raise genuine concerns and expect fair results. Internal support may take a long time to respond to or resolve issues. In such cases, Online Dispute Resolution (ODR) offers a quicker and more efficient way to settle disputes. If you require any assistance in filling complaint through ODR, get in touch with Online Legal India.