Step 1. Initial Contact

 

If you're dissatisfied with the handling of your case, reach out to us via this webform specifically stating why our service hasn’t met your expectations.

 

Issues may include:

• There have been delays with your complaint.
• You haven’t been kept updated with progress.
• Member(s) of staff have communicated with you inappropriately.

Please ensure you provide as much detail as possible and also complete your contact details.

 

Step 2. Initial Review

 

A manager will review your concerns and aim to respond within 15 working days. Most issues are typically resolved at this stage.

 

Step 3. Escalation

 

If you remain unsatisfied, your complaint will be escalated to a senior manager for further investigation.

 

You'll receive a response within another 15 working days, outlining any corrective actions we plan to take.

 

Note: This process is only for reviewing the quality of service provided by The Motor Ombudsman. It is not an appeals process for changing decisions or actions taken regarding your original complaint against the accredited business.

 

For more information on service complaints and appeals, please consult our fact sheet.