Complaints Handling Policy

Complaints Handling Policy

This policy explains how MotR handles complaints from consumers and business customers. We aim to resolve complaints fairly, promptly and transparently.

How to complain

You can submit a complaint through the Support Centre, choosing the category that matches your issue, or by contacting our support team. Please include your account details and a clear description of the problem.

Acknowledgement

We aim to acknowledge complaints within 2 working days and to provide a substantive response within 10 working days. Complex complaints may take longer; we will keep you informed.

How we investigate

Complaints are reviewed by a member of the support or operations team. We may request further information from you. We aim to assess each complaint on its merits and propose a fair resolution.

If you are not satisfied

If you are not satisfied with our response, you can ask for the complaint to be escalated. Consumers also have the right to refer certain unresolved complaints to an approved Alternative Dispute Resolution body or, for online purchases, to the relevant competent authority, although this does not prevent you from seeking other remedies available to you in law.

Record keeping

We keep internal records of complaints and their resolution for service improvement and, where required, regulatory purposes.

MotR is a trading name of HELPYR LTD (company number 17109208), registered office: Gladstone Road, Chester, CH1 4BY, United Kingdom. For questions about this document, contact contact@motr.uk.