As a result of the settlement of a Federal investigation, GM has agreed that consumers can present their claims in an informal hearing before an impartial arbitrator. If consumers are not satisfied with the arbitration decision, they can pursue their claims in court. The decision, however, is binding on GM. Claimants can use this process regardless of their car's age or mileage, and they do not need an attorney. The guide provides background on the arbitration process and the Federal Trade Commission's (FTC) complaint against GM. It then explains eligibility criteria and how to sign up for arbitration in Massachusetts. Suggestions for preparing a case for arbitration cover the car's problems, loss or damage suffered and relief desired, proper maintenance and absence of abuse, hearing procedures, assistance available from the Better Business Bureau, and diesels. Ways to present an effective argument to the arbitrator are discussed. The appendixes contain articles on the FTC complaint and resultant arbitration agreement, detailed information to help consumers determine if their problem is covered by the FTC complaint, and memos prepared by the Massachusetts Department of the Attorney General for arbitrators in GM cases.