TMS Motor Group Complaints Procedure

At TMS Motor Group, we are committed to providing exceptional service to our customers. However, we understand that sometimes things may not go as planned. If you have a complaint, we are dedicated to resolving it fairly, transparently, and efficiently.

How to Raise a Complaint

If you would like to make a complaint, please click on the Contact Us link below. This will direct you to our contact page, where you can get in touch with us.

When raising a complaint, please provide as much information as possible, including:

The nature of your complaint
Key dates and details of the issue
Any relevant supporting information (e.g., receipts, reference numbers, photos, etc.)

This will enable us to fully understand the issue and investigate it thoroughly.

What Happens Next?

Review & Acknowledgement: Once we receive your complaint, it will be reviewed by our team. We aim to acknowledge receipt of your complaint promptly.
Investigation: Your complaint will be assigned to a member of our management team, who will contact you to discuss the matter in more detail. This may involve gathering further information to ensure a complete understanding of the issue.
Resolution: Our aim is to resolve your complaint as quickly as possible. We will keep you informed throughout the process and provide a clear outcome

If You Are Not Satisfied

We always aim to resolve complaints to the satisfaction of our customers. However, if you remain unhappy with the outcome, you have the right to seek an independent review.

TMS Motor Group subscribes to the Motor Ombudsman’s Alternative Dispute Resolution (ADR) service. This means you can escalate your complaint to The Motor Ombudsman, an impartial organisation that offers free and independent dispute resolution for customers of the automotive sector.

How to Contact The Motor Ombudsman

Website: www.themotorombudsman.org
Phone: 0345 241 3008

The Motor Ombudsman will review your case and aim to resolve the complaint in a fair and impartial manner.

If you have any questions about our complaints procedure or require assistance, please click the Contact Us link below. We are committed to ensuring all our customers receive a fair, honest, and respectful experience.

TMS Motor Group – Putting Our Customers First

Company Information

Reg Office: Trinity Marina, Coventry Road, Hinckley, Leicestershire, LE10 0NF

Reg. Company Number: 5693106

VAT Reg. No. 881 6690 84

TMS LIMITED is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486). Permitted activities include advising on and arranging general insurance contracts and acting as a credit broker not a lender.

We can introduce you to a limited number of finance providers. We do not charge fees for our Consumer Credit services. We may receive a payment(s) or other benefits from finance providers should you decide to enter into an agreement with them, typically either a fixed fee or a fixed percentage of the amount you borrow. The payment we receive may vary between finance providers and product types. The payment received does not impact the finance rate offered.

All finance applications are subject to status, terms and conditions apply, UK residents only, 18’s or over, Guarantees may be required.

TMS Motor Group Complaints Procedure

How to Raise a Complaint

What Happens Next?

If You Are Not Satisfied​

If You Are Not Satisfied