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Complaints procedure

Complaints Handling Procedure

It is the aim of Total Motion to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint:

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

To register a complaint contact us by either:
email: complaints@totalmotion.co.uk
calling us on 0116 402 6500
or write to us at Southpoint House, Harcourt Way, Meridian Business Park, Leicester, LE19 1WP

If you have a regulated contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.

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Testimonials

Marvin,

I am so thrilled with the car! It is everything I had hoped for, so roomy especially as my son and daughter-in-law are about to have twins, so I will be able to help them lots.

Your service has been brilliant, you, in particular, have been so patient with the process. The delivery man was charming. I will absolutely recommend you to others.

Kind regards

Charline

Charline Addison

Good communication from Bilaal throughout the ordering process - I am very impressed.

Kind Regards,

Graham Lyons

Graham Lyons

Stuart,

Thank you for a quick and easy order process. Sorted out in a day. My wife is very much looking forward to her new car.

Kind Regards,

Ian

Ian Johnson

Service and assistance throughout process to date from Bilaal has been first class. Assuming no issues in delivery dates and spec etc then all good! Thanks for all your help and will ensure details passed on should colleagues / friends that have similar requirements

Speed of response and flexibility have been perfect throughout. Pleasure to deal with.

Kind Regards,

Miles Burgess

Miles Burgess

Thought the A7 was a good car but this is just a different league!!

I feel like a super star in it!!!

Thank You,

Martin McDade-Smith

Martin McDade-Smith

Just wanted to advise a great experience. Thank you to Harjinder Singh Dhatt, he is a star and professional ambassador for Total Motion.


Kind Regards,

Alfred

Alfred Gother

This is the first time I have leased a vehicle, Bilaal made the whole process really easy and kept me fully informed all through the process. A really good first class service.

Kind Regards,

William Johnson

William Johnson

What a service, Stuart and Natasha are superb. Can't recommend these guys enough.

Simon Shakeshaft

Thank you for sorting out the new van! It drives like a ferrari!


Kevan

Kevan

Chloe,

I had been looking at new Jaguar F-Pace for a few weeks, but the prices from other leasing companies was putting me off.

I had a good conversation with Chloe. She delivered me a quote on a basic model and the fully spec'ed up model I ideally wanted. The price was less than what I was currently paying for my current car. I sent over the order the following day! She followed everything through with me, including the changing of my personal licence plate to the delivery date.

I couldn't ask for anymore! Thank you!

Chris Cain

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