{"id":76924,"date":"2025-05-21T17:11:31","date_gmt":"2025-05-21T17:11:31","guid":{"rendered":"https:\/\/www.themotorombudsman.org\/?page_id=76924"},"modified":"2025-12-18T11:45:16","modified_gmt":"2025-12-18T11:45:16","slug":"service-complaints","status":"publish","type":"page","link":"https:\/\/www.themotorombudsman.org\/service-complaints\/","title":{"rendered":"Service Complaints"},"content":{"rendered":"<section class=\"hero-sec heropage \" style=\"background-image: url('https:\/\/www.themotorombudsman.org\/wp-content\/uploads\/2025\/03\/call_centre.jpg');\">\r\n    <div class=\"container\">\r\n        <div class=\"row\">\r\n            <div class=\"col-md-12\">\r\n                <div class=\"text-box\">\r\n                    <h1 class=\"text-white\">\r\n                        Service Complaints                    <\/h1>\r\n                    <p class=\"text-white\">\r\n                        At The Motor Ombudsman, we are committed to delivering our services with PRIDE \u2013 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.                    <\/p>\r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/div>\r\n<\/section>\r\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\r\n\r\n<section class=\"faq-sec \" id=\"block_ddfbdc0025b164478e6c4e6cdcbe1b28\">\r\n    <div class=\"container\">\r\n        <div class=\"row\">\r\n            <div class=\"col-md-12\">\r\n                <div class=\"faq-inner\">\r\n                    <div class=\"text-center text-box\">\r\n                        <h2><\/h2>\r\n                        <div class=\"mb-26\">\r\n                                                    <\/div>\r\n                    <\/div>\r\n                    <div class=\"policies-box\">\r\n                        <div class=\"accordion\" id=\"accordionExampleblock_ddfbdc0025b164478e6c4e6cdcbe1b28\">\r\n                                                                <div class=\"accordion-item expanded\">\r\n                                        <div class=\"accordion-header\" id=\"headingblock_ddfbdc0025b164478e6c4e6cdcbe1b281\">\r\n                                            <button class=\"accordion-button\" type=\"button\" data-bs-toggle=\"collapse\" data-bs-target=\"#collapseblock_ddfbdc0025b164478e6c4e6cdcbe1b281\" aria-expanded=\"true\" aria-controls=\"collapse1\">\r\n                                                <span>\r\n                                                    <img decoding=\"async\" src=\"https:\/\/www.themotorombudsman.org\/wp-content\/themes\/understrap-child-1.2.0\/images\/plus.svg\" class=\"plus\" alt=\"\">\r\n                                                    <img decoding=\"async\" src=\"https:\/\/www.themotorombudsman.org\/wp-content\/themes\/understrap-child-1.2.0\/images\/minus.svg\" class=\"minus\" alt=\"\">\r\n                                                <\/span>\r\n                                                <div class=\"flex-1\">What Is a Service Complaint?<\/div>\r\n                                            <\/button>\r\n                                        <\/div>\r\n                                        <div id=\"collapseblock_ddfbdc0025b164478e6c4e6cdcbe1b281\" class=\"accordion-collapse collapse show\" aria-labelledby=\"headingblock_ddfbdc0025b164478e6c4e6cdcbe1b281\" data-bs-parent=\"#accordionExampleblock_ddfbdc0025b164478e6c4e6cdcbe1b28block_ddfbdc0025b164478e6c4e6cdcbe1b28\">\r\n                                            <div class=\"accordion-body\">\r\n                                                <p class=\"\" data-start=\"911\" data-end=\"1056\">A service complaint is about <strong data-start=\"940\" data-end=\"947\">how<\/strong> we handled your case \u2014 not the decision that was reached. You can raise a service complaint if, for example:<\/p>\n<ul data-start=\"1057\" data-end=\"1251\">\n<li class=\"\" data-start=\"1057\" data-end=\"1098\">\n<p class=\"\" data-start=\"1059\" data-end=\"1098\">There were delays in handling your case<\/p>\n<\/li>\n<li class=\"\" data-start=\"1099\" data-end=\"1129\">\n<p class=\"\" data-start=\"1101\" data-end=\"1129\">You were not kept up to date<\/p>\n<\/li>\n<li class=\"\" data-start=\"1130\" data-end=\"1190\">\n<p class=\"\" data-start=\"1132\" data-end=\"1190\">Communication from our team was unhelpful or inappropriate<\/p>\n<\/li>\n<li class=\"\" data-start=\"1191\" data-end=\"1251\">\n<p class=\"\" data-start=\"1193\" data-end=\"1251\">You believe our service lacked professionalism or fairness<\/p>\n<\/li>\n<\/ul>\n<p class=\"\" data-start=\"1253\" data-end=\"1265\">Please note:<\/p>\n<blockquote data-start=\"1266\" data-end=\"1437\">\n<p class=\"\" data-start=\"1268\" data-end=\"1437\"><strong data-start=\"1268\" data-end=\"1302\">This is not an appeals process<\/strong>. Complaints submitted via this route will not result in a review or change to the outcome of your dispute with an accredited business.<\/p>\n<\/blockquote>\n                                            <\/div>\r\n                                        <\/div>\r\n                                    <\/div>\r\n                                                                <div class=\"accordion-item \">\r\n                                        <div class=\"accordion-header\" id=\"headingblock_ddfbdc0025b164478e6c4e6cdcbe1b282\">\r\n                                            <button class=\"accordion-button\" type=\"button\" data-bs-toggle=\"collapse\" data-bs-target=\"#collapseblock_ddfbdc0025b164478e6c4e6cdcbe1b282\" aria-expanded=\"false\" aria-controls=\"collapse2\">\r\n                                                <span>\r\n                                                    <img decoding=\"async\" src=\"https:\/\/www.themotorombudsman.org\/wp-content\/themes\/understrap-child-1.2.0\/images\/plus.svg\" class=\"plus\" alt=\"\">\r\n                                                    <img decoding=\"async\" src=\"https:\/\/www.themotorombudsman.org\/wp-content\/themes\/understrap-child-1.2.0\/images\/minus.svg\" class=\"minus\" alt=\"\">\r\n                                                <\/span>\r\n                                                <div class=\"flex-1\">When Can I Make a Complaint?<\/div>\r\n                                            <\/button>\r\n                                        <\/div>\r\n                                        <div id=\"collapseblock_ddfbdc0025b164478e6c4e6cdcbe1b282\" class=\"accordion-collapse collapse \" aria-labelledby=\"headingblock_ddfbdc0025b164478e6c4e6cdcbe1b282\" data-bs-parent=\"#accordionExampleblock_ddfbdc0025b164478e6c4e6cdcbe1b28block_ddfbdc0025b164478e6c4e6cdcbe1b28\">\r\n                                            <div class=\"accordion-body\">\r\n                                                <p class=\"\" data-start=\"1481\" data-end=\"1516\">You can submit a service complaint:<\/p>\n<ul data-start=\"1517\" data-end=\"1602\">\n<li class=\"\" data-start=\"1517\" data-end=\"1555\">\n<p class=\"\" data-start=\"1519\" data-end=\"1555\"><strong data-start=\"1519\" data-end=\"1551\">At any time during your case<\/strong>, or<\/p>\n<\/li>\n<li class=\"\" data-start=\"1556\" data-end=\"1602\">\n<p class=\"\" data-start=\"1558\" data-end=\"1602\"><strong data-start=\"1558\" data-end=\"1602\">Within three months of your case closing<\/strong><\/p>\n<\/li>\n<\/ul>\n                                            <\/div>\r\n                                        <\/div>\r\n                                    <\/div>\r\n                                                                <div class=\"accordion-item \">\r\n                                        <div class=\"accordion-header\" id=\"headingblock_ddfbdc0025b164478e6c4e6cdcbe1b283\">\r\n                                            <button class=\"accordion-button\" type=\"button\" data-bs-toggle=\"collapse\" data-bs-target=\"#collapseblock_ddfbdc0025b164478e6c4e6cdcbe1b283\" aria-expanded=\"false\" aria-controls=\"collapse3\">\r\n                                                <span>\r\n                                                    <img decoding=\"async\" src=\"https:\/\/www.themotorombudsman.org\/wp-content\/themes\/understrap-child-1.2.0\/images\/plus.svg\" class=\"plus\" alt=\"\">\r\n                                                    <img decoding=\"async\" src=\"https:\/\/www.themotorombudsman.org\/wp-content\/themes\/understrap-child-1.2.0\/images\/minus.svg\" class=\"minus\" alt=\"\">\r\n                                                <\/span>\r\n                                                <div class=\"flex-1\">How to Raise a Service Complaint<\/div>\r\n                                            <\/button>\r\n                                        <\/div>\r\n                                        <div id=\"collapseblock_ddfbdc0025b164478e6c4e6cdcbe1b283\" class=\"accordion-collapse collapse \" aria-labelledby=\"headingblock_ddfbdc0025b164478e6c4e6cdcbe1b283\" data-bs-parent=\"#accordionExampleblock_ddfbdc0025b164478e6c4e6cdcbe1b28block_ddfbdc0025b164478e6c4e6cdcbe1b28\">\r\n                                            <div class=\"accordion-body\">\r\n                                                <p class=\"\" data-start=\"1650\" data-end=\"1824\">All service complaints should be submitted using our secure online form:<br data-start=\"1722\" data-end=\"1725\" \/>\ud83d\udd17 <a class=\"\" href=\"https:\/\/www.themotorombudsman.org\/consumers\/service-complaints\/\" target=\"_new\" rel=\"noopener\" data-start=\"1728\" data-end=\"1824\"><strong data-start=\"1729\" data-end=\"1759\">Submit a Service Complaint<\/strong><\/a><\/p>\n<p class=\"\" data-start=\"1826\" data-end=\"1840\">Please ensure:<\/p>\n<ul data-start=\"1841\" data-end=\"1997\">\n<li class=\"\" data-start=\"1841\" data-end=\"1895\">\n<p class=\"\" data-start=\"1843\" data-end=\"1895\">You select the appropriate reason for your complaint<\/p>\n<\/li>\n<li class=\"\" data-start=\"1896\" data-end=\"1936\">\n<p class=\"\" data-start=\"1898\" data-end=\"1936\">You provide as much detail as possible<\/p>\n<\/li>\n<li class=\"\" data-start=\"1937\" data-end=\"1997\">\n<p class=\"\" data-start=\"1939\" data-end=\"1997\">You include accurate contact information so we can respond<\/p>\n<\/li>\n<\/ul>\n<p class=\"\" data-start=\"1999\" data-end=\"2139\">If you have any accessibility concerns, you may also call us on <strong data-start=\"2063\" data-end=\"2080\">0345 241 3008<\/strong>* and we will help you complete the webform over the phone.<\/p>\n<blockquote data-start=\"2141\" data-end=\"2267\">\n<p class=\"\" data-start=\"2143\" data-end=\"2267\">*Calls to 03 numbers cost the same as calls to 01 and 02 numbers and are included in inclusive minutes or discount bundles.<\/p>\n<\/blockquote>\n                                            <\/div>\r\n                                        <\/div>\r\n                                    <\/div>\r\n                                                                <div class=\"accordion-item \">\r\n                                        <div class=\"accordion-header\" id=\"headingblock_ddfbdc0025b164478e6c4e6cdcbe1b284\">\r\n                                            <button class=\"accordion-button\" type=\"button\" data-bs-toggle=\"collapse\" data-bs-target=\"#collapseblock_ddfbdc0025b164478e6c4e6cdcbe1b284\" aria-expanded=\"false\" aria-controls=\"collapse4\">\r\n                                                <span>\r\n                                                    <img decoding=\"async\" src=\"https:\/\/www.themotorombudsman.org\/wp-content\/themes\/understrap-child-1.2.0\/images\/plus.svg\" class=\"plus\" alt=\"\">\r\n                                                    <img decoding=\"async\" src=\"https:\/\/www.themotorombudsman.org\/wp-content\/themes\/understrap-child-1.2.0\/images\/minus.svg\" class=\"minus\" alt=\"\">\r\n                                                <\/span>\r\n                                                <div class=\"flex-1\">The Service Complaint Process<\/div>\r\n                                            <\/button>\r\n                                        <\/div>\r\n                                        <div id=\"collapseblock_ddfbdc0025b164478e6c4e6cdcbe1b284\" class=\"accordion-collapse collapse \" aria-labelledby=\"headingblock_ddfbdc0025b164478e6c4e6cdcbe1b284\" data-bs-parent=\"#accordionExampleblock_ddfbdc0025b164478e6c4e6cdcbe1b28block_ddfbdc0025b164478e6c4e6cdcbe1b28\">\r\n                                            <div class=\"accordion-body\">\r\n                                                <h3 class=\"\" data-start=\"2312\" data-end=\"2343\"><strong data-start=\"2316\" data-end=\"2343\">Step 1: Initial Contact<\/strong><\/h3>\n<p class=\"\" data-start=\"2344\" data-end=\"2461\">Complete the webform explaining clearly why you feel our service has not met expectations. Common issues may include:<\/p>\n<ul data-start=\"2462\" data-end=\"2599\">\n<li class=\"\" data-start=\"2462\" data-end=\"2499\">\n<p class=\"\" data-start=\"2464\" data-end=\"2499\">Delays in processing your complaint<\/p>\n<\/li>\n<li class=\"\" data-start=\"2500\" data-end=\"2542\">\n<p class=\"\" data-start=\"2502\" data-end=\"2542\">Lack of updates or unclear communication<\/p>\n<\/li>\n<li class=\"\" data-start=\"2543\" data-end=\"2599\">\n<p class=\"\" data-start=\"2545\" data-end=\"2599\">Inappropriate or unprofessional interaction from staff<\/p>\n<\/li>\n<\/ul>\n<h3 data-start=\"2601\" data-end=\"2631\"><\/h3>\n<h3 class=\"\" data-start=\"2601\" data-end=\"2631\"><strong data-start=\"2605\" data-end=\"2631\">Step 2: Initial Review<\/strong><\/h3>\n<p class=\"\" data-start=\"2632\" data-end=\"2781\">A team leader or relevant manager will review your concerns and respond within <strong data-start=\"2711\" data-end=\"2730\">15 working days<\/strong>. In many cases, issues are resolved at this stage.<\/p>\n<h3 class=\"\" data-start=\"2783\" data-end=\"2809\"><strong data-start=\"2787\" data-end=\"2809\">Step 3: Escalation<\/strong><\/h3>\n<p class=\"\" data-start=\"2810\" data-end=\"3073\">If you remain dissatisfied, your complaint may be escalated to a <strong data-start=\"2875\" data-end=\"2893\">senior manager<\/strong>, who will conduct a further independent review. You will receive a second response, also within <strong data-start=\"2990\" data-end=\"3009\">15 working days<\/strong>, which may include any appropriate corrective actions, such as:<\/p>\n<ul data-start=\"3074\" data-end=\"3153\">\n<li class=\"\" data-start=\"3074\" data-end=\"3092\">\n<p class=\"\" data-start=\"3076\" data-end=\"3092\">A formal apology<\/p>\n<\/li>\n<li class=\"\" data-start=\"3093\" data-end=\"3121\">\n<p class=\"\" data-start=\"3095\" data-end=\"3121\">Feedback to relevant staff<\/p>\n<\/li>\n<li class=\"\" data-start=\"3122\" data-end=\"3153\">\n<p class=\"\" data-start=\"3124\" data-end=\"3153\">Updates to internal processes<\/p>\n<\/li>\n<\/ul>\n                                            <\/div>\r\n                                        <\/div>\r\n                                    <\/div>\r\n                                                                <div class=\"accordion-item \">\r\n                                        <div class=\"accordion-header\" id=\"headingblock_ddfbdc0025b164478e6c4e6cdcbe1b285\">\r\n                                            <button class=\"accordion-button\" type=\"button\" data-bs-toggle=\"collapse\" data-bs-target=\"#collapseblock_ddfbdc0025b164478e6c4e6cdcbe1b285\" aria-expanded=\"false\" aria-controls=\"collapse5\">\r\n                                                <span>\r\n                                                    <img decoding=\"async\" src=\"https:\/\/www.themotorombudsman.org\/wp-content\/themes\/understrap-child-1.2.0\/images\/plus.svg\" class=\"plus\" alt=\"\">\r\n                                                    <img decoding=\"async\" src=\"https:\/\/www.themotorombudsman.org\/wp-content\/themes\/understrap-child-1.2.0\/images\/minus.svg\" class=\"minus\" alt=\"\">\r\n                                                <\/span>\r\n                                                <div class=\"flex-1\">Important Information<\/div>\r\n                                            <\/button>\r\n                                        <\/div>\r\n                                        <div id=\"collapseblock_ddfbdc0025b164478e6c4e6cdcbe1b285\" class=\"accordion-collapse collapse \" aria-labelledby=\"headingblock_ddfbdc0025b164478e6c4e6cdcbe1b285\" data-bs-parent=\"#accordionExampleblock_ddfbdc0025b164478e6c4e6cdcbe1b28block_ddfbdc0025b164478e6c4e6cdcbe1b28\">\r\n                                            <div class=\"accordion-body\">\r\n                                                <ul data-start=\"3190\" data-end=\"3615\">\n<li class=\"\" data-start=\"3190\" data-end=\"3297\">\n<p class=\"\" data-start=\"3192\" data-end=\"3297\">This process is <strong data-start=\"3208\" data-end=\"3216\">only<\/strong> for complaints about the quality of service <strong data-start=\"3261\" data-end=\"3296\">provided by The Motor Ombudsman<\/strong>.<\/p>\n<\/li>\n<li class=\"\" data-start=\"3298\" data-end=\"3393\">\n<p class=\"\" data-start=\"3300\" data-end=\"3393\">It is <strong data-start=\"3306\" data-end=\"3313\">not<\/strong> a route for challenging the outcome of a case involving an accredited business.<\/p>\n<\/li>\n<li class=\"\" data-start=\"3394\" data-end=\"3493\">\n<p class=\"\" data-start=\"3396\" data-end=\"3493\">Misuse of the webform may delay service and could fall under our <strong data-start=\"3461\" data-end=\"3492\">Unacceptable Actions Policy<\/strong>.<\/p>\n<\/li>\n<li class=\"\" data-start=\"3494\" data-end=\"3615\">\n<p class=\"\" data-start=\"3496\" data-end=\"3615\">For information on appealing a case outcome, please refer to the factsheet on our website or speak to your adjudicator.<\/p>\n<\/li>\n<\/ul>\n                                            <\/div>\r\n                                        <\/div>\r\n                                    <\/div>\r\n                                                    <\/div>\r\n                    <\/div>\r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/div>\r\n<\/section>\r\n\n\n<section class=\"disputer-sec\">\r\n    <div class=\"container\">\r\n        <div class=\"row\">\r\n            <div class=\"col-12\">\r\n                            <\/div>\r\n        <\/div>\r\n        <div class=\"row gx-md-5\">\r\n            <div class=\"col-lg-5 d-flex\">\r\n                <div class=\"d-flex imgwrappo position-relative w-100\">\r\n                                            <img decoding=\"async\" src=\"https:\/\/www.themotorombudsman.org\/wp-content\/uploads\/2025\/03\/AdobeStock_254468234-scaled-1.jpeg\" alt=\"\" class=\"img-fluid fltimg\">\r\n                                    <\/div>\r\n            <\/div>\r\n            <div class=\"col-lg-6 offset-lg-1 mt-lg-0 mt-5 py-md-4\">\r\n                <div class=\"text-box\">\r\n                                            <h2>We welcome feedback<\/h2>\r\n                    \r\n                                            <p style=\"text-align: left\">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.<\/p>\n<p>If you believe the quality of our service has fallen short, we encourage you to raise a service complaint using the process below.<\/p>\n                    \r\n                    \r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/div>\r\n<\/section>\r\n\n\n<section class=\"about-sec\">\r\n    <div class=\"container\">\r\n        <div class=\"row\">\r\n            <div class=\"col-lg-6\">\r\n                <div class=\"text-box\">\r\n                    <h2><\/h2>\r\n                    \n<!-- iframe plugin v.6.0 wordpress.org\/plugins\/iframe\/ -->\n<iframe loading=\"lazy\" src=\"https:\/\/themotorombudsman.tfaforms.net\/127\" width=\"1200\" height=\"1800\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\" scrolling=\"yes\" class=\"iframe-class\"><\/iframe>\n\n\r\n                                    <\/div>\r\n            <\/div>\r\n            <div class=\"col-lg-6\">\r\n                <div class=\"mt-172\">\r\n                                    <\/div>\r\n            <\/div>\r\n        <\/div>\r\n        <div class=\"text-center d-block d-md-none\">\r\n                    <\/div>\r\n    <\/div>\r\n<\/section>\r\n","protected":false},"excerpt":{"rendered":"<p> [&#8230;]<\/p>\n<p><a class=\"btn btn-secondary understrap-read-more-link\" href=\"https:\/\/www.themotorombudsman.org\/service-complaints\/\">Read More&#8230;<span class=\"screen-reader-text\"> from Service Complaints<\/span><\/a><\/p>\n","protected":false},"author":4,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-76924","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - 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