The workshop cost you? Consumer Rights Ombudsman advises how to win a dispute

A visit to a mechanic for many drivers ends in stress and unforeseen expenses. It is estimated that in 2025 even all 3rd driver in Poland will have negative experiences with a car workshop, from overcharged bills to incorrect repairs. The feeling of powerlessness in a confrontation with a ‘professional’ who claims that ‘this must have been’ is paralysing. However, Polish law, including the 2025 provisions of the civilian Code, gives consumers powerful tools to fight for their rights. The key to success is not a loud argument, but a methodical and documented action. The Ombudsman for Consumer Rights points out a clear way that allows you to effectively come to your point – from prevention, through a decently filed complaint to free legal assistance. knowing these steps is the best insurance policy against unfair practices and a warrant that you will not stay with a disabled car and empty wallet. In this article we will guide you through the full process, step by step.

Before you put the car in the workshop – prevention is the basis

The best way to avoid problems is to choose the right service. Before you entrust your car to someone, take a minute to verify. It's an investment that could save thousands of gold and quite a few nerve. Consumer Rights Experts and Ombudsmen agree – the conscious choice is 90% of success. Here is simply a checklist to be utilized before any, even the smallest repair:

• Check reviews: Do not limit yourself to 1 platform. View Google, automotive and social media reviews. Search for detailed descriptions, not just ratings in stars.
• Ask for a quote: Always request written repair cost before work begins. It should include an estimated cost of labour and a list of the parts to be exchanged with their prices. This is your most crucial paper in the event of a dispute.
• Establish the scope of the work: Sign the repair order, which specifies precisely what to do. Add the clause: “Any additional work requires my telephone or written consent.”
• Ask for parts: find whether the mechanic will usage first parts (OEM), advanced quality replacements, or utilized parts. You have a right to know and to decide.
• Take the old parts: Ask to return the parts you used. This proves that the exchange actually took place and makes it hard to long on "virtual" repairs.

You fishy fraud? First steps and evidence collection

You choice up a car and it's inactive not working properly? The bill's twice as tall as the figures? This is where you gotta act fast, but with a cool head. Your goal is to collect indisputable evidence that will be the basis for further action. Emotional confrontation on the place seldom brings results.

First of all, accurately paper the condition of the vehicle. Take pictures and evidence a short video showing a responsibility that has not been removed, or fresh problems that have appeared after visiting the workshop. If possible, ask for a preliminary diagnosis in another independent service – the written opinion of another expert will be a powerful argument. Collect all documentation: repair order, estimate, invoice or receipt. This is the foundation of your case. Remember that according to the law, repair service, like any another product, is subject to complaint.

Complaint service step by step. Your strongest weapon

Once you have the evidence, it's time for formal action. To file a written complaint is your work and right. This is not a request, but a formal letter to which the workshop is obliged to answer. The complaint is best made in individual for confirmation of receipt on the copy or send a registered letter with a return receipt.

What must an effective complaint contain?

• Your data and workshop data.
• Date and order/invoice number.
• A detailed description of the problem: what was the responsibility of the service.
• Your request: It's a key element. According to the civilian Code, you can demand:
  • Free improvement of service: This is the first and most common step.
  • Price reductions: If the defects cannot be resolved or excessive costs are required.
  • Withdrawals (money refund): Only if the defect is important, which means it prevents average usage of the vehicle.
• Time limit to respond to complaints (standard workshop has for this 14 calendar days).

Failure to answer within this period is legally recognized as accepting your claims. It's a powerful tool many entrepreneurs forget.

When the workshop rejects the complaint – the Ombudsman enters

If the mechanic rejects your complaint or does not answer it at all, you are not in a lost position. It's time to get free professional help. The first and most crucial address is Urban or Regional Consumer Rights Ombudsman. His aid is completely free.

The Ombudsman, after reading your documentation (which is why it is so important!), can take respective actions. He usually starts with mediation – sends an authoritative letter to the workshop, presenting your rations and legal basis. frequently the intervention of an authoritative with the title of ombudsman is adequate for the entrepreneur to change his mind. If the mediation fails, the Ombudsman may aid to mention the case to the Permanent Amicable Consumer Court or supply legal advice on the lodging of a civilian action. In complicated cases, the opinion of an independent automotive expert from the list of PZM or the Association of car Technology and Road Traffic Experts may be invaluable.

Remember, fighting a rogue mechanic is simply a marathon, not a sprint. The key is calmness, careful collection of papers and consistent action according to procedures. Knowing your rights is the best tool you have in your garage. Don't be afraid to usage it.