Making a complaint

If you are a consumer with a complaint, query, or concern, our team is ready to assist.

Please note that often consumer-related complaints involve issues with dealers. While we strive to support you, we recommend attempting to resolve such issues directly with the dealers first.

How to Raise a Complaint

You can contact our Consumer Support team:

1. via email at consumer.support@motors.co.uk;
2. through the Contact Us page on our website; or
3. by post, addressed to Motors.co.uk Limited, FOA: Consumer Support Team, 27 Old Gloucester Street, London WC1N 3AX.

To help us address your complaint, query or concern quickly, we kindly ask that you provide us with the following details:

• Your name and contact information
• The name of the dealer (if applicable)
• The Vehicle Registration Number (if applicable)
• A detailed description of your complaint

Please be aware that our Consumer Support team does not handle complaints, queries or concerns by phone.

Reporting Fraud

If you have experienced fraudulent activity, we recommend taking the following steps:

1. Notify MOTORS: Inform our Consumer Support team about the fraudulent activity using the contact details above so we can log and investigate the issue appropriately.
2. Report the Fraud: Contact Action Fraud, the UK's national fraud and cybercrime reporting center, at www.actionfraud.police.uk or 0300 123 2040.
3. Get Advice: For guidance on your rights and next steps, reach out to Citizens Advice at www.citizensadvice.org.uk or 0808 223 1133.

What Happens Next

• Complaints are acknowledged within 24 to 48 hours by our Consumer Support team.
• We will log your complaint and conduct an investigation.
• We aim to resolve complaints within 7 working days.

If you are a dealer with an unresolved issue about our advertising services requiring escalation, we are committed to resolving your complaint efficiently. (For day-to-day issues, please contact the Customer Success team at support@motors.co.uk.)

How to Raise a Complaint

You can reach out via:

• Email: complaints@motors.co.uk
• Phone: 0203 966 2700

To help us address your complaint quickly, please provide us with the following details:

• Your name and account number
• A detailed description of the complaint, together with any supporting evidence
• Details of your desired outcome

What Happens Next

• Complaints are acknowledged within 24 hours by our Customer Success Team.
• We will log your complaint and conduct an investigation.
• We aim to resolve complaints within 7 working days.

If your complaint relates to finance or insurance and we have not resolved it within the above timeframe, or you are dissatisfied with our final response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

The FOS is an independent body established to settle disputes between UK-based financial companies and consumers. You can find out more about the FOS by visiting www.financial-ombudsman.org.uk/.

To refer your complaint to the FOS please visit: www.financial-ombudsman.org.uk/contact-us

Please note that complaints must be referred to the FOS within six months of receiving a final response or a summary resolution communication.

MOTORS is committed to treating customers fairly in its capacity as an Appointed Representative of Consumer Credit Compliance Limited. For more information, please see our policy on Treating Customers Fairly.