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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.
The Motor Ombudsman


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.

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What Happens Next?

  1. Review & Acknowledgement: Once we receive your complaint, it will be reviewed by our team. We aim to acknowledge receipt of your complaint promptly.
  2. 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.
  3. 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

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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

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


Financial (FCA) Related Complaints

If your complaint relates to financial services or products provided through TMS Motor Group (for example, finance or insurance), it will be handled in line with the regulations set out by the Financial Conduct Authority (FCA).

Please log your complaint using the Contact Us link above in the first instance. We will aim to resolve the matter within 3 working days. If we are unable to do so within this timescale, your complaint will be referred to our appointed representative, ITC Compliance Limited, who oversee and manage our compliance with FCA regulations.

How to Contact ITC Compliance Limited:

ITC Compliance Limited will review your complaint and ensure it is handled in accordance with FCA guidelines.

If you remain dissatisfied following their review, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS):

You must contact them within six months of the date of TMS Ltd's or ITC's final response letter to you.

They can be contacted in the following ways:

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

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