Step 1: Initial Interaction

If you would like to share your feedback on aspect of our service, please use this webform to contact us.

Possible issues may include:

• Delays or concerns in case handling.
• Issues with communication you received from our staff.
• Issues with accreditation renewal.
• Invoicing discrepancies.

Please clearly describe the specific reason(s) our service did not meet your expectations, providing as much detail as possible, and ensuring your contact details are accurate and complete.

If you are providing feedback on a specific case, please be aware that your feedback may be shared with the consumer, if requested by them.

Step 2: Preliminary Assessment

A designated manager will conduct an initial assessment of your concerns, aiming to respond within 48 hours (ex Sat &Sun) however depending on the complexity of the request it might take up to  10 working days. Many issues can be effectively resolved at this stage.

Step 3: Escalation

If your dissatisfaction persists, your service complaint will be escalated to a senior manager for further investigation.

Important Note:

This process is solely intended for the evaluation of service quality provided by The Motor Ombudsman. It does not serve as an appeals mechanism for altering case decisions