Engagement Notice

At The Motor Ombudsman, we are here to help resolve disputes fairly, professionally, and with respect for everyone involved. 

1. Fair & Transparent: We treat all parties equally and base our decisions on facts, evidence and our Codes of Practice. 
2. Professional: We act with integrity, impartiality and respect in every case. 
3. Clear Communication: We will explain what we can do and keep you informed throughout the process. 
4. Accessible: We aim to make our service easy to use and will make reasonable adjustments wherever possible. 
5. Always Improving: Your feedback helps us grow and improve our service. 

We promote positive engagement and are committed to supporting consumers in interacting with us positively. That means: 

1. We promote positive engagement and are committed to supporting consumers in interacting with us constructively. That means: 
2. Clearly explaining how to get help and request adjustments.
3. Letting you know what we need from you to provide the best service. 
4. Providing guidance on how to share feedback publicly while keeping our team safe and investigations confidential.
5. Being honest when further contact won’t change the outcome.
6. Offering a fair and transparent way to raise concerns about our service. More information about our customer service complaints process is available here. 

We understand that everyone’s needs are different. Our team receive appropriate training to identify when additional assistance may be required, and we will direct you to external, independent advice services when needed. 

We are committed to ensuring that everyone can access our services. If you have specific needs or need help raising a complaint, we are here to support you. Further information on Accessibility is available here.  

We are here to help, and we want to ensure a safe and respectful experience for everyone. By continuing, you agree to the following: 

1. We do not tolerate threats, abuse, harassment, or violence towards our staff – whether by phone, email, online, or in person. 
2. If behaviour becomes unacceptable, we may limit or end contact. In serious cases, we may report it to the police. 
3. Phone calls may be ended without warning if language is extreme or distressing. Calls being live-streamed or recorded for public use will be ended immediately. 
4. Abusive or threatening emails or messages may result in a ban from our service and could be reported to the police. 
5. Online threats or harmful content may lead to limited contact or formal reports to the platform. 
6. Publicly naming or targeting staff online is not acceptable and may result in restrictions. 
7. Repeated or excessive contact, unreasonable demands, or refusal to co-operate may lead to limits on how we engage with you. 
8. We are not a public-facing service. Contact outside official channels (e.g. social media, in-person visits) is not appropriate. 

These steps help us protect our staff and ensure we can continue supporting those who need our help.