Step 1: Initial Interaction
If you have experienced problems with our services, please use this webform to contact us.
Possible issues may include:
- Delays in case handling.
- Challenges in case handling.
- Lack of updates on service progress.
- 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 15 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.
You can expect a response within an additional15 working days, outlining any corrective actions we plan to take.
Additional Levels of Interaction
We recognise that businesses may encounter issues in various service interactions with us. Our commitment to resolving these issues remains unwavering across every level of our service.
We aim to provide timely and effective solutions to meet your business needs.
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