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Service Complaints

At The Motor Ombudsman, we are committed to delivering our services with PRIDE – by being Positive, Respectful, Impartial, Dynamic and Empowered. While we aim for excellence in our customer service, we understand that there may be occasions when you feel we have not met the standard you expected.

A service complaint is about how we handled your case — not the decision that was reached. You can raise a service complaint if, for example:

  • There were delays in handling your case

  • You were not kept up to date

  • Communication from our team was unhelpful or inappropriate

  • You believe our service lacked professionalism or fairness

Please note:

This is not an appeals process. Complaints submitted via this route will not result in a review or change to the outcome of your dispute with an accredited business.

You can submit a service complaint:

  • At any time during your case, or

  • Within three months of your case closing

All service complaints should be submitted using our secure online form:
🔗 Submit a Service Complaint

Please ensure:

  • You select the appropriate reason for your complaint

  • You provide as much detail as possible

  • You include accurate contact information so we can respond

If you have any accessibility concerns, you may also call us on 0345 241 3008* and we will help you complete the webform over the phone.

*Calls to 03 numbers cost the same as calls to 01 and 02 numbers and are included in inclusive minutes or discount bundles.

Step 1: Initial Contact

Complete the webform explaining clearly why you feel our service has not met expectations. Common issues may include:

  • Delays in processing your complaint

  • Lack of updates or unclear communication

  • Inappropriate or unprofessional interaction from staff

Step 2: Initial Review

A team leader or relevant manager will review your concerns and respond within 15 working days. In many cases, issues are resolved at this stage.

Step 3: Escalation

If you remain dissatisfied, your complaint may be escalated to a senior manager, who will conduct a further independent review. You will receive a second response, also within 15 working days, which may include any appropriate corrective actions, such as:

  • A formal apology

  • Feedback to relevant staff

  • Updates to internal processes

  • This process is only for complaints about the quality of service provided by The Motor Ombudsman.

  • It is not a route for challenging the outcome of a case involving an accredited business.

  • Misuse of the webform may delay service and could fall under our Unacceptable Actions Policy.

  • For information on appealing a case outcome, please refer to the factsheet on our website or speak to your adjudicator.

We welcome feedback

We welcome feedback from both consumers and accredited businesses, as it helps us to continually improve the service we provide. Your feedback matters. Whether it helps us address an isolated issue or identify wider improvements, we appreciate you taking the time to help us provide a better service.

If you believe the quality of our service has fallen short, we encourage you to raise a service complaint using the process below.