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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 sales@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

Amelia,

I wanted to say thanks for all your help throughout the process of getting my new Tesla 90D. From the start of the first call you demonstrated a perfect balance of being friendly and helpful while fast and efficient. The way you kept me informed each step of the way was exemplary - telling me what you would do, what would happen next and then confirming when it was done.

I've recommended you already and will continue to- well done and thank you for all your help.

Kind Regards,

Rob Pickering

Rob Pickering

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

Dear John,

I’d like to take this opportunity to thank you for your assistance over the last few years and in particular in dealing with the sourcing of my most recent car.

Having dealt with you to source my previous 2 cars, going back to 2010, I was well aware of your high level of customer care and attention to detail which is very important to me.

During the period of my previous lease, you also regularly monitored my situation, and I therefore had no hesitation to use you to provide my replacement car.

Once again, the service and support you provided was first class, and at all times I was kept informed as to the progress of my order, and also advised regarding the return of my existing car, although this wasn’t actually part of your responsibilities.

I have in the past recommended you to both colleagues and clients, and I will continue to do so based upon your ongoing excellent service and the feedback I also get from others.

Yours Sincerely,

Mark East

MOORE THOMPSON

Mark East

Provided exceptional service and provided me with the Clubman at an amazing price.

I highly recommend Total Motion if you're looking to lease a vehicle at a great price. A very friendly team that were always happy to help me find the perfect solution.

Thanks a lot!

Jenny Cross

Alex,

Thank you for managing to find a physical car with the exact specifications my wife wanted, something no other company could achieve. Also, for having patience with a very awkward and hard to please customer! Can't recommend this company highly enough! Fantastic from beginning to end.

Paul Sharpe

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


Kevan

Kevan

I dealt with Kieran , who was very helpful , answered all my questions and made the process a smooth one!

Ive Mattheessens

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

Simon Shakeshaft

Dear Stuart,

Thank you for going the extra mile and getting the vehicle delivered as swift as possible. You are a credit to Total Motion, well done, keep up the good work and thanks again.

With Regards,

Ianto

Ianto Bellis

Dear Marvin,

Thank you so much for your exceptional efforts to ensure that I received my car today. I know that it was a tall order but I am very pleased and all went according to plan today.

I know that people often don't seem to appreciate all the work that people put into these things but please believe me when I say that I am very, very grateful.

If you have a manager that you can pass this message on to, please do so - in this day and age people always forget to say when service is good.

Thank you so much.

Lia

Lia Copestake

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