What help can TMO provide if I need additional support?

We understand that everyone’s needs are different, and some people may need more support than others when trying to resolve a dispute. We also recognise that not all disabilities or needs are visible, and we are committed to providing consumers with tailored support. Examples of reasonable adjustments could include:

• Asking us for documents in large print;
• Only communicating with us by phone; and
• Working with a representative to help you with your dispute.

If there is a reason why you think we should be prioritising your complaint – for example, you’re in severe financial difficulty, suffering from ill health, have a disability, or are in a vulnerable position, please let us know, and we will take that into consideration.

You can read The Motor Ombudsman’s Vulnerability Charter here.