admin@motorconsultancyltd.co.uk

At Motor Consultancy LTD, we are committed to providing a high standard of service. However, we understand that there may be occasions where our service or product does not meet your expectations. This complaints procedure is designed to ensure that any concerns are handled fairly, transparently, and in accordance with Trading Standards and the Motor Ombudsman guidelines.

How to Make a Complaint

If you wish to make a complaint, please contact us as soon as possible. You can do this by sending an email to admin@Motorconsultancyltd.co.uk. To help us investigate and resolve your complaint quickly, please include:

• Your full name and contact details

• Details of the product or service concerned

• A clear description of the issue or concern

• Any supporting documents, such as invoices, receipts, or photographs

Acknowledgement of Complaints

Once we receive your complaint, we will acknowledge it within three working days. This acknowledgement will confirm that we have received your complaint and provide you with the name of the person responsible for handling it. We will also outline the steps we will take to investigate the issue and provide an estimated timeframe for resolving your complaint.

Investigation and Resolution

We take every complaint seriously and will carry out a full investigation. During this process, we may contact you to clarify any details or request additional information. We aim to resolve all complaints within 15 working days from the date of acknowledgment.

If your complaint is more complex and requires additional time to investigate, we will contact you to explain the reason for the delay and provide a revised timeframe. Our goal is to ensure that all complaints are handled thoroughly and fairly, even if this takes longer than usual.

Outcome and Response

Once the investigation is complete, we will provide a written response outlining:

• Our findings from the investigation

• Any actions we will take to resolve the complaint

• Your options if you are not satisfied with our response

We aim to provide clear and transparent communication throughout the process so that you understand how your complaint has been addressed.

Escalation

If you are not satisfied with our response, you have the right to escalate your complaint to the Motor Ombudsman, an independent body that resolves disputes between consumers and automotive businesses. Their contact details are:

Motor Ombudsman
PO Box 4247
Milton Keynes
MK11 9NX
Telephone: 0330 123 1113
Website: www.themotorombudsman.org

Additional Information

Motor Consultancy LTD operates in accordance with UK Trading Standards and all relevant consumer protection laws. Our complaints procedure is designed to ensure that issues are resolved fairly and efficiently, and we welcome feedback that helps us improve our services.

We encourage customers to contact us directly with any concerns, and we are committed to learning from every complaint to provide a better service for all our clients.