Complaints Procedure

 

Our Commitment

At motorly, all our customers are important to us, and we believe that you have the right to a fair, prompt and polite service at all times.

If you are not happy with any part of our service or product that we have arranged for you, you can choose to tell us by writing or emailing us. To help us consider and resolve any issues or concerns that you may have please provide the following information:

How to contact us?

Please send details of your complaint to support@motorly.co.uk

or write to: motorly Customer Complaints, The ACC, Market Street, Altrincham, Cheshire, WA14 1PF

Alternatively, you can call us on 0161 929 6997

What will happen next?

Upon receipt of your complaint, we will do our utmost to resolve it by the end of the next working day, by dealing with it effectively and in a helpful manner

If we can’t do this, we will send you a prompt written acknowledgement of your complaint within 5 working days where possible and tell you who is dealing with it. In addition, we will provide you with a copy of our complaints handling procedure. If we need to investigate your complaint further to respond fully, we will tell you and keep you regularly updated.

We will send you our final response as soon as possible but within eight weeks of receiving your complaint.

Our letter will explain that you will have ultimate recourse to the Financial Ombudsman Service if you remain dissatisfied after the eight weeks or the final response letter

We will enclose a leaflet from the Financial Ombudsman Service with our final response letter to assist you if you decide to pursue this further course of action. You should contact the Financial Ombudsman Service within six months of receiving our final response.

In relation to your complaint, you can also request a review from the European Online Dispute Resolution platform.
Link to EODR: ec.europa.eu

Contacting the Financial Ombudsman Service

The Financial Ombudsman Service is an independent organisation. They look to sort out complaints that consumers and financial businesses haven’t been able to resolve between themselves.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to –

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567. Calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile telephone

Telephone: 0300 123 9123. Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

motorly is a trading site of Media Maze LTD. Media Maze Ltd is a company registered in England and Wales (company number 7783098). Registered Office: The Courtyard Old Courthouse Road Bromborough Wirral CH62 4UE UNITED KINGDOM. Postal Address: First Floor Office, The ACC,, Market St, Altrincham WA14 1PF

Media Maze Limited trading as motorly is an appointed representative of Product Partnerships Limited which is authorised and regulated by the Financial Conduct Authority. Product Partnerships Limited FCA registration number is 626349 and its address is Salts Piazza Offices, Salts Mill, Victoria Road, Saltaire, BD18 3LA. Product Partnerships Limited’s permitted business is to act as a Principal for a network of Appointed Representatives who arrange regulated credit facilities for customers who are purchasing goods from them.