Complaints
Procedure

1. How to Make a Complaint

If you are unhappy with any aspect of our credit broking service, you can contact our Complaints Team using any of the following methods:

• Email: complaints@motolend.co.uk
• Phone / WhatsApp: 0115 661 1111 (Monday to Friday, 8am to 8pm)
• Post: Complaints Department, Motolend LTD, 166a Wanstead Lane, Ilford, Essex, IG1 3SW (Company No. 16564707, FCA FRN: 1054100, ICO: ZC065336)

2. Our Resolution Timeline (FCA DISP Rules)

We handle all complaints fairly, consistently, and promptly in full accordance with the Financial Conduct Authority's Dispute Resolution (DISP) rules:

• Within 3 Business Days: If your complaint can be resolved to your satisfaction within 3 business days, we will send you a written Summary Resolution Communication explaining how the issue was resolved and confirming your referral rights to the Financial Ombudsman Service.
• Within 5 Business Days: If your complaint requires further investigation, we will send a formal written acknowledgment within 5 business days, giving you the name and contact details of the person handling your complaint.
• By 4 Weeks: If the investigation is ongoing, we will provide a written update on our progress and outline our remaining inquiries.
• By 8 Weeks (Final Response): Within 8 weeks of receiving your complaint, we will send our formal Final Response Letter detailing the outcome of our investigation, our decision, any remedial action or redress offered, and full details of your right to refer the matter to the Financial Ombudsman Service.

3. Financial Ombudsman Service (FOS)

If you remain dissatisfied with our Final Response, or if 8 weeks have passed without a final resolution, you have the right to refer your complaint to the Financial Ombudsman Service free of charge. You must do so within 6 months of the date of our Final Response letter.