What to do if you have a complaint

At Motoloan, each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all time.

However, if you’re unhappy with any of our products or service and want to make a complaint, please don’t hesitate to get in touch.

Ways to get in touch

What happens next? 

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    Acknowledgement

    We will acknowledge your complaint within 3 working days of receipt of your complaint.

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    Initial Investigation

    Should your complaint be resolved within these three days, you will receive confirmation of this by letter, known as the ‘Summary Resolution Communication’. Should we be unable to resolve your complaint within three days, we will look to send a formal Final Response to you within four weeks of receipt of your complaint. If the investigation of your complaint means that we need even more time, and therefore unable to provide you with a Final Response, we will write to you to provide you with an update, known as ‘Letter of Ongoing Complaint’.

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    Further Investigation (if required)

    Should your complaint require more time to investigate, we can take up to a maximum of eight weeks from the receipt of the complaint to issue our Final Response. If we are unable to provide you with a Final Response within this time frame, we will write to you explaining why this is and when you should expect to receive this.

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    Final Response

    If more than eight weeks from the date of your complaint has past and you haven’t received a Final Response, or if you have received a Final Response or Summary Resolution Communication and you are dissatisfied with it (at any stage of the process) you can write to;

     

    Financial Ombudsman Service (FOS)
    Exchange Tower
    London
    E14 9SR

     

    You must refer your complaint to the Financial Ombudsman Service within six months of the date of the Final Response or Summary Resolution Communication.