My Self-Help
Information you provided
- Yes, my dealer is listed in the VSA Online Search
- Yes, the licence status is Issued.
- Yes. The vehicle list says the VSA can help
- Yes. My vehicle is used most of the time for personal, family, or household use.
- Yes, it happened, or I became aware of it, less than 2 years ago.
- I have an issue with how I paid for the vehicle or how much I paid for the vehicle.
- The amount I paid was more than I expected.
- Yes, my issue is about hidden fees.
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I want to file a formal complaint with the VSA.
Please go to the VSA website for information on how to file a formal complaint.
The VSA has resources to help with filing your complaint. One is a Fact Sheet called Consumer Complaints about Motor Dealers and Broker Agents. This Fact Sheet provides information on what to expect after you make a complaint. It also has answers to frequently asked questions about the complaint process. More information about how the VSA deals with consumer complaints is available in this section of the VSA website.
If the VSA has the legal powers to act on your complaint, the VSA will:
- Send it to the dealer for their response.
- Notify you that a complaint investigation has started.
- Give the dealer 10 business days to provide a response.
- Share any response received.
- If your complaint remains unresolved it may be assigned for investigation. The length of the investigation will vary. More complex cases will take longer to investigate. The amount of time the investigation takes also depends on VSA staff resources.
- Contact you as needed during the investigation.
- Notify you in writing about the outcome of your complaint. The VSA will also tell you about your options if you disagree with the results of the investigation.
Please note that the VSA is not a court and can only assist you with certain concerns. Some matters may need the assistance of the courts.
For questions about whether the VSA can help, contact VSA Consumer Services.