Complaints Policy

MOTOROO LTD

COMPLAINTS HANDLING POLICY

Company Name: Motoroo Ltd

Registered Address: Unit 1 Portland Lodge, Brentwood Road, Bulphan, Upminster RM14 3TJ

Telephone: 01708 954076

Email: [email protected]

Policy Owner: Managing Director

Last Review Date: January 2026

Next Review Date: January 2027

1. Policy Statement

   At Motoroo Ltd, customer satisfaction is a priority. We are committed to providing high-quality vehicles and services. However, we recognise that complaints may arise from time to time. This policy explains how complaints are handled fairly, promptly, and transparently, in line with Financial Conduct Authority (FCA) requirements.

2. Purpose

   The purpose of this policy is to:

   • Ensure complaints are handled promptly, fairly, and consistently
   • Ensure compliance with FCA rules and Consumer Duty
   • Provide customers with a clear and accessible complaints process
   • Identify opportunities to improve services and prevent recurring issues
3. What Is a Complaint?

   A complaint is any expression of dissatisfaction, whether oral or written, relating to Motoroo Ltd’s products, services, or conduct.

4. How to Make a Complaint

   Customers can raise a complaint using any of the following methods:

   • In person: Speak to a member of staff or request a manager
   • By telephone: 01708 954076
   • By email: [email protected]
   • By post:

   Motoroo Ltd

   Unit 1 Portland Lodge

   Brentwood Road

   Bulphan

   Upminster RM14 3TJ

   To help us investigate efficiently, customers should provide:

   • Name and contact details
   • Vehicle or service details (date, make, model, registration)
   • A clear description of the issue
   • Copies of relevant documentation where available
5. Complaint Handling Process

   5.1 Acknowledgement

   • We will acknowledge receipt of the complaint within 2 business days.

   5.2 Investigation

   • The complaint will be investigated by an appropriate member of staff or management.
   • Additional information may be requested if required.

   5.3 Resolution

   • We aim to resolve complaints within 7 business days where possible.
   • If more time is required, we will keep the customer informed of progress.

   5.4 Final Response and FCA Timescale

   • A final response will be issued within 8 weeks of receiving the complaint.
   • If we are unable to issue a final response within 8 weeks, we will explain the delay and inform the customer of their right to escalate the complaint to the Financial Ombudsman Service.
6. Escalation and External Resolution

   If the customer is dissatisfied with the outcome, they may request escalation to a senior manager for review.

   Customers may also contact:

   Trading Standards

   Thurrock Council

   Civic Offices, New Road

   Grays, Essex RM17 6SL

   Telephone: 0808 223 1133

7. Financial Ombudsman Service (FOS)

   If the customer remains dissatisfied with our final response, or if a final response has not been provided within 8 weeks, they have the right to refer the complaint to the Financial Ombudsman Service (FOS), free of charge.

   The complaint must be referred within six months of the date of our final response.

   Financial Ombudsman Service

   Address: Exchange Tower, London, E14 9SR

   Telephone: 0800 023 4567 or 0300 123 9123

   Website: www.financial-ombudsman.org.uk

8. Recording and Monitoring Complaints
   • All complaints are logged and recorded
   • Complaints are reviewed periodically to identify trends
   • Outcomes are used to improve systems, controls, and customer experience
9. Confidentiality and Data Protection

   All complaints are handled in line with applicable data protection legislation. Personal information is used solely for complaint resolution and will not be shared without lawful basis or consent.

10. Responsibility

    Overall responsibility for complaints handling rests with the Managing Director of Motoroo Ltd.

    Motoroo Ltd