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30 Aug, 2025
By Online Legal India
Published On 23 Jan 2021
Updated On 22 Jul 2025
Category Consumer Complaint
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.
Below is the list of common issues faced by Ford car owners:
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.
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.
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.
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.
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.
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.
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.
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.
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.
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:
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.
Online Dispute Resolution (ODR) offers a simple and convenient way to resolve consumer complaints through digital platforms. It removes the need to visit courts or legal offices. Consumers, companies, and legal professionals connect online to address issues such as product defects, poor service, or refund delays. ODR follows a fair and time-bound process. This helps people to get solutions without stress or long delays. It helps reduce legal expenses and waiting time. This method offers a simple and accessible way to resolve complaints against companies like Ford.
The ODR system provides multiple services, including:
Negotiation: Negotiation is a process where the consumer and the company talk directly on an online platform to solve a dispute. Both parties share their concerns and try to agree on a fair solution. No third party gets involved in this step. It is a simple and flexible method. It helps avoid court procedures and allows both sides to settle the issue quickly and peacefully.
Mediation: Mediation is a process where a neutral third person, called a mediator, helps both the consumer and the company resolve their dispute. The mediator does not support either side or give a final judgment. Instead, the mediator listens carefully, understands the situation, and guides both parties to reach a fair and mutual solution. This process happens online. It saves time, avoids court visits, and encourages a peaceful and practical resolution.
Arbitration: Arbitration is a legally approved and well-structured way to resolve disputes through a digital platform. A neutral person, known as an arbitrator, handles the case. The arbitrator can be a retired judge, legal professional, or expert in the subject matter. Both the consumer and the company present their side of the issue. They submit necessary documents, provide evidence, and answer questions online. The arbitrator carefully reviews all the information and then gives a final decision. This decision is legally binding, and both parties must follow it without delay or disagreement.
There are various reasons to choose Online Dispute Resolution (ODR):
ODR allows consumers to file and resolve complaints through a secure digital platform. There is no requirement to appear in person before a court or visit any legal office. This saves effort and removes the stress of travelling to distant places.
ODR follows a fixed and clear timeline for each stage of dispute resolution. Consumers receive updates at every step and do not face unnecessary delays. Most cases close within a few weeks, unlike traditional legal systems that often take months or years.
ODR avoids heavy legal fees, travel expenses, and paperwork costs. Consumers pay a small fee to access the service, and there is no need to hire a lawyer for most cases. This makes justice affordable for everyone.
ODR platforms use clear language and easy-to-follow steps. Consumers can raise complaints, upload documents, and attend hearings without legal knowledge. Instructions appear on screen, and customer support remains available to help when needed.
The platform uses strong digital protection to keep user data safe. All personal information, documents, and conversations remain private. Only the consumer, the company, and the dispute expert have access to case details.
ODR offers three different methods to settle complaints—negotiation, mediation, and arbitration. Consumers can speak directly to the company, get help from a neutral expert, or receive a final legal decision, depending on the case.
ODR processes, especially arbitration, carry legal value under Indian law. Once an arbitrator gives a decision, both parties must follow it. The order has the same force as a civil court judgment.
The Government of India encourages the use of ODR through the Consumer Protection Act and the Digital India mission. Many registered platforms now work under official guidelines, offering a safe and reliable way to resolve disputes.
Listed below are the following steps to file a complaint against Ford Automobile through Online Dispute Resolution (ODR):
Step 1: Collect All Relevant Evidence
Start the process by collecting all documents related to the issue with your Ford vehicle. These include the purchase invoice, warranty card, job cards or service reports (if repairs have been done), service request ID, communication records (email, chat, or calls with Ford’s support team), and other required documents. These records show that proper efforts were made to resolve the problem through official channels and to help support your claim.
Step 2: File the Complaint Through an ODR Platform
Visit a reliable Online Dispute Resolution platform. Choose a government-approved portal or a recognised private platform such as Online Legal India, which handles complaints.
Step 3: Participate in Mediation Proceedings
After the complaint is registered, the ODR platform appoints a neutral and trained mediator. The mediator contacts both you and Ford through online channels like email, chat, or video calls. Each side presents its version of the issue. The mediator facilitates the conversation and guides both parties toward a fair and balanced solution. If a settlement is reached, it is written down and treated as a legally valid agreement.
Step 4: Initiate Arbitration (If Mediation Fails)
If the dispute does not get resolved through mediation, and both parties agree to arbitration (or a prior clause allows it), you can formally request arbitration. Submit all earlier documents again, along with the mediation summary. The arbitration process follows the Arbitration and Conciliation Act, 1996, and respects the legal time limits under the Limitation Act, 1963.
Step 5: Attend the Arbitration Hearing
The platform schedules a virtual hearing, and a neutral arbitrator takes charge of the case. Present your complaint, share your documents, and respond to questions. Ford also shares its version of events. The arbitrator listens to both sides, examines the evidence, and ensures that the session remains fair, private, and legally sound.
Step 6: Receive and Enforce the Arbitral Award
After hearing the matter, the arbitrator issues a final and legally binding order, known as an arbitral award. If Ford is found at fault, the award may instruct them to provide a refund, a vehicle replacement, compensation, or other relief. If Ford does not follow the order, the consumer has the right to approach a civil court under Section 36 of the Arbitration and Conciliation Act, 1996, to enforce the decision.
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. Timely action ensures the complaint gets proper attention and leads to rightful relief. If you seek a quick and reliable way to resolve disputes, Online Legal India offers a trusted ODR platform. It ensures legal support, fast results, and zero need to visit courts physically.
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