Complaints Policy
At Motoroo customer satisfaction is our priority. We are committed to providing high-quality vehicles and services. However, if you have a concern or are not satisfied with any aspect of your experience, we encourage you to let us know. This policy explains how we handle complaints and what you can expect.
1. Purpose
The purpose of this policy is to:
• Ensure complaints are handled promptly, fairly, and transparently.
• Identify opportunities to improve our services and prevent recurring issues.
2. How to Make a Complaint
If you wish to make a complaint, you can contact us through any of the following methods:
• In person: Speak to a member of staff or ask to see a manager.
• By phone: Call us at: 01708954076
• By email: Send an email to [email protected]
• By post: Write to us at: Unit 1 Portland Lodge, Brentwood Road, Bulphan, Upminister RM14 3TJ
Please provide the following information to help us resolve your complaint efficiently:
• Your name and contact details.
• Details of the vehicle or service (e.g., purchase date, make, model, registration number).
• A clear description of the issue.
• Copies of relevant documents (e.g., receipts, agreements, or prior correspondence).
3. Complaint Handling Process
We aim to resolve complaints promptly and fairly. Our process is as follows:
1. Acknowledgement
• We will acknowledge receipt of your complaint within [2 business days].
2. Investigation
• Your complaint will be reviewed by a member of our team. We may contact you for additional information or clarification.
3. Resolution
• We aim to provide a resolution within [7 business days]. If the issue requires more time, we will keep you informed of progress and expected timelines.
4. Outcome
• We will explain the outcome of our investigation and any actions we will take to resolve the matter.
4. Escalation
If you are not satisfied with the resolution, you may request a review by a senior manager. Alternatively, you can escalate your complaint to the following:
• Local Trading Standards Office:Â
Thurrock Council
Trading standards, Civic offices, New road, Grays, Essex RM17 6SL, 08082231133Â
5. Continuous Improvement
We use feedback from complaints to improve our services and processes. All complaints are logged and reviewed regularly to identify trends and areas for improvement.
6. Confidentiality and Data Protection
All complaints will be handled in accordance with applicable privacy laws. Your personal information will be used solely for addressing your complaint and will not be shared without your consent.
Contact Us
For any questions about this policy or to lodge a complaint, please contact us:
• Phone: 01708954076
• Email: [email protected]
• Address: Unit 1 Portland Lodge, Brentwood road, Bulphan, Upminister RM14 3TJ
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Motoroo Ltd.
Committed to Customer Satisfaction
