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.