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Complaint Handling

What is a complaint?

A complaint is an expression of dissatisfaction whether justified or not. Sometimes a problem can be resolved quickly, simply by speaking to a member of our staff or a manager in the relevant department. However, if the member of staff considering the matter believes that a more substantive review will be required in order to respond to the issues raised, your complaint will be considered under the formal complaint procedure.

If you wish to raise an issue or complaint to Motor Outlet Ltd

At Motor Outlet Ltd we believe that if a customer wishes to register a concern or make a complaint they should find it easy to do so. Our policy is to welcome complaints and look upon them as an opportunity to provide better customer service in the future. Our policy is to ensure that complaints are dealt with quickly professionally and consistently and that all comments made by customers are taken seriously and acted upon.

Registering a concern with your vehicle

If you have any concerns regarding your vehicle or the service you have received these should be raised with our Service Centre in the first instance, contact details can be found on our homepage. The Service Centre will take full details of the issue and arrange for the vehicle to be inspected at the earliest opportunity. Once the vehicle has been inspected we will then agree the most appropriate next steps with you.

Registering a complaint regarding the service you have received

If you are not happy with the agreed next steps or wish to raise a complaint regarding the service you have received, this will need to be raised with our Customer Service team. Complaints can be made by email or in writing, contact details can be found below:

Email: [email protected]

Customer Service Department
Motor Outlet Ltd
Dunnings Bridge Road
L30 6YW

Information required when making a complaint

Please provide the following:
Your name, and contact details.
Vehicle registration, make and model, if applicable.
Nature of the complaint.
Dates and times, where known.
Copies of any supporting documentation, if available.

What happens next?

We treat all complaints seriously, whatever format they are received in and you will be treated with courtesy at all times. We will deal with your complaint promptly. An acknowledgement of your complaint will usually be sent to you within 5 working days. We will keep you updated and let you know when we expect to be able to reply in full. Complaints received are logged and analysed for business improvement.

Following receipt of the complaint Motor Outlet Ltd will launch an investigation and within 28 days should be in a position to provide a full explanation to the complainant. This will be provided either in writing or by arranging a meeting with the customer (where appropriate). If your complaint is too complex to complete the investigation within 28 days, you will be informed of any delays as soon as this is apparent. If you remain unhappy with our final decision you will be made aware, when appropriate, of your right to refer the matter to the financial ombudsman service by calling 03001239123 and asking for advice.