We always want to provide the highest level of customer service to our consumers and accredited businesses – no matter what the outcome of the case.
As such, if you believe that the service provided has fallen short of your expectations, please let us know. For example:
- There have been delays with your complaint
- You haven’t been kept updated with progress
- Member(s) of staff have communicated with you inappropriately
If you’re not satisfied with how we’ve dealt with your case, the first step is to let us know what’s happened. It’s helpful for us to have your concerns in writing but we’re also happy to discuss things over the phone. You can do so at any point whilst we’re handling the complaint, or within three months of the complaint being closed.
If you are not happy with how your complaint has been handled
If you’re not satisfied with how we’ve dealt with your case, the first step is to let us know what’s happened. It’s helpful for us to have your concerns in writing – you can send an email to servicecomplaints@tmo-uk.org – but we’re also happy to discuss things over the phone. You can do so at any point whilst we’re handling the complaint, or within three months of the complaint being closed.
Once we’ve received your complaint, we’ll ask one of our team leaders to investigate what’s happened and provide you with a response. This will usually take around 15 working days.
We’re normally able to resolve most issues at this stage.
If you’re still unhappy with how your complaint has been dealt with
Your complaint can be escalated to one of our senior managers. They will conduct an investigation into what’s happened and, if needs be, let you know what we’re going to do to put things right. A senior manager will again need 15 working days to look into your complaint and provide you with their response.
Please note that the complaints process is only to look at the service provided to you by The Motor Ombudsman, and it’s not an appeals process to change any decision reached or any action taken on the facts of your complaint against the accredited business.
For further information about service complaints and how to appeal an outcome, please read our fact sheet.
