Motorline Customer Complaint Policy

Our company’s aim is to provide excellent customer service and we are always delighted to hear your positive feedback. We are committed to deliver quality service but we recognise there may be times when we don't necessarily get it right.

If you feel the need to complain especially if you are not satisfied; at Motorline we would rather you informed us. We will do our upmost to address any concerns you may have, endeavouring to put it right and improving our customer service moving forward.

In the first instance, it is normally quickest for issues to be resolved at the dealership you purchased from or where your vehicle was last serviced or repaired.

If you're still not satisfied, please use the 'I Have A Complaint' option at the foot of this page and complete the form telling us of your complaint. Our aim is to resolve any issues within 48 hours [2 business days], we may take longer and if we do we will keep you informed along the way, staying close to you during this time.

If we receive a complaint from you, we will follow our complaints handling procedure which can be found here; it is also available from us on request.

In the event a financial services complaint cannot be settled between us you may refer to the Financial Ombudsman Service; this service is free to use. Their consumer helpline is available on 0800 023 4 567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk or email them at complaint.info@financial-ombudsman.org.uk; alternatively you can write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.

Whilst acting as a consumer, if a non-financial services related dispute arises that cannot be resolved between us within a reasonable timescale, you may refer the dispute to the free independent Advisory and Conciliation Service operated by the Motor Ombudsman, the government-backed, self-regulatory body for the motor industry. For details of this service you can call their dedicated Code Advisory and Conciliation Service Consumer Advice Line on 0843 910 9000, submit an enquiry or complaint via the website www.TheMotorOmbudsman.org or write to The Motor Ombudsman Ltd, 71 Great Peter Street, London, SW1P 2BN.


Motorline Complaints Procedure

The steps we take to handle complaints

It is never our intention to cause inconvenience to you, we will always do our utmost to resolve a complaint to your satisfaction. We will endeavour to address your complaint in a fair, consistent and prompt manner. This leaflet tells you how to make a complaint and sets out our complaints handling procedure.

What you need to do

Talk to the General Manager

In the first instance please allow the General Manager of the dealership to assist you with any concerns you may have. For a list of our dealerships and contact telephone numbers, please visit the 'Our Locations' section of the website.

What happens next?

Sometimes we may ask you to outline your complaint in writing, this helps us fully understand your concerns. If we cannot resolve your complaint straight away, we will look into it in more detail. After your complaint has been received, we will take the following steps:

Within a week

We will try to give you a full reply. If this is not possible, we will promptly send you an acknowledgement, which will let you know we have received your complaint and provide you with details of who is dealing with it.

Within four weeks

We hope to have completed our investigations and written to you with our final response. Hopefully, this will resolve the situation but, if you are still unhappy, please write to us at Motorline Head Office, Shalloak Road, Broad Oak, Canterbury, Kent CT2 0PR. In some cases, we may need more time to respond and if so we will write to you with an update of the situation.

Within eight weeks

In the majority of cases, we will have written to you with our final response. It is highly unlikely that your complaint will not have been resolved by this time but if it has not we will write to you with a further update.

If you are dissatisfied with our final response or the update provided at eight weeks, for insurance and consumer credit complaints you can contact the Financial Ombudsman Service. The Financial Ombudsman Service is free, independent and impartial.

The Financial Ombudsman Service consumer helpline is available on 0800 023 4 567 or 0300 123 9 123 or you can visit their website at www.financial-ombudsman.org.uk, email them at complaint.info@financial-ombudsman.org.uk or write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.

Whilst acting as a consumer, if a non-financial services related dispute arises that cannot be resolved between us within a reasonable timescale, you may refer the dispute to the free independent Advisory and Conciliation Service operated by the Motor Ombudsman, the government-backed, self-regulatory body for the motor industry. For details of this service you can call their dedicated Code Advisory and Conciliation Service Consumer Advice Line on 0843 910 9000, submit an enquiry or complaint via the website www.TheMotorOmbudsman.org or write to The Motor Ombudsman Ltd, 71 Great Peter Street, London, SW1P 2BN.