{"id":79814,"date":"2025-09-22T15:31:55","date_gmt":"2025-09-22T15:31:55","guid":{"rendered":"https:\/\/www.themotorombudsman.org\/?page_id=79814"},"modified":"2025-12-02T16:10:23","modified_gmt":"2025-12-02T16:10:23","slug":"engagement-notice","status":"publish","type":"page","link":"https:\/\/www.themotorombudsman.org\/about-us\/engagement-notice\/","title":{"rendered":"Engagement Notice"},"content":{"rendered":"
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\r\n Engagement Notice <\/h1>\r\n

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Our Engagement Agreement<\/h2>\r\n \r\n

We offer a fair, professional, and respectful service for everyone. We do not take sides; instead, we investigate complaints based on all available information, facts, and evidence. If there is proof something has gone wrong, our aim is to resolve the issue fairly and put you in the position you would have been in if the problem had not happened, we do not punish businesses.<\/span>\u00a0<\/span><\/p>\n

We value clear communication, accessibility, and a safe, welcoming environment. Respectful interactions are expected at all times. Abusive or threatening behaviour may lead to restricted contact or reports to the authorities.<\/span><\/p>\n \r\n \r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n<\/section>\r\n\n\n

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Our Commitment to You<\/h4>\r\n \r\n
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At The Motor Ombudsman, <\/span>we are <\/span>here to help resolve disputes fairly, professionally, and with respect for everyone involved.<\/span>\u00a0<\/span><\/p>\n

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  1. Fair & Transparent<\/span><\/b>: We treat all parties equally and base our decisions on facts, evidence and our Codes of Practice.<\/span>\u00a0<\/span><\/li>\n
  2. Professional<\/span><\/b>: We act with integrity, impartiality <\/span>and respect <\/span>in every case.<\/span>\u00a0<\/span><\/li>\n
  3. Clear Communication<\/span><\/b>: We will explain what we can do and keep you informed throughout the process.<\/span>\u00a0<\/span><\/li>\n
  4. Accessible<\/span><\/b>: We aim to make our service easy to use and will make reasonable adjustments wherever possible.<\/span>\u00a0<\/span><\/li>\n
  5. Always Improving<\/span><\/b>: Your feedback helps us grow and improve our service.<\/span>\u00a0<\/span><\/li>\n<\/ol>\n <\/div>\r\n \r\n <\/div>\r\n
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    Positive Engagement <\/h4>\r\n \r\n
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    We promote positive engagement and are committed to supporting consumers in <\/span>interacting with us positively<\/span>. That means:<\/span>\u00a0<\/span><\/p>\n

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    1. Clearly explaining how to get help and request adjustments.<\/span><\/li>\n
    2. Letting you know what we need from you to provide the best service.<\/span>\u00a0<\/span><\/li>\n
    3. Providing guidance on how to share feedback publicly while keeping our team safe and investigations confidential.<\/span><\/li>\n
    4. Being honest when further contact won\u2019t change the outcome.<\/span><\/li>\n
    5. Offering a fair and transparent way to raise concerns about our service. More information about our customer service complaints process is available <\/span>here<\/span><\/a>.<\/span>\u00a0<\/span><\/li>\n<\/ol>\n <\/div>\r\n \r\n <\/div>\r\n
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      Additional Support <\/h4>\r\n \r\n
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      We understand that everyone\u2019s needs are different. Our team<\/span> receive <\/span>appropriate training<\/span> to <\/span>identify<\/span> when <\/span>additional<\/span> assistance may be <\/span>required<\/span>,<\/span> and <\/span>we will <\/span>direct<\/span> you to <\/span>external, <\/span>independent advice services when needed.<\/span><\/span>\u00a0<\/span><\/p>\n <\/div>\r\n \r\n