Complaints Procedure
Effective date: 23 November 2025
At Motorsync Ltd, we are committed to providing you with excellent service. However, we understand that sometimes things may not go as expected. This Complaints Procedure explains how you can raise a complaint and how we will handle it.
We take all complaints seriously and aim to resolve them fairly, consistently, and promptly. Your feedback helps us improve our services for everyone.
1. What Is a Complaint?
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you expect a response or resolution. This includes concerns about:
- The MIRA App or MIRA Portal functionality
- Points transactions, including earning or redemption issues
- Customer service interactions
- Data privacy concerns
- Third-party partner services accessed through MIRA
- Billing or payment issues
Note: For issues with dealerships or third-party partners, we recommend contacting them directly first. However, we can assist in facilitating communication if needed.
2. How to Make a Complaint
You can submit a complaint through any of the following channels:
📱 In-App Support
Open MIRA App → Settings → Help & Support → Submit Complaint
✉️ Post
Complaints Team, Motorsync Ltd, 5 Maltby Court, Leeds, England, LS15 9BA
Information to Include
To help us investigate and resolve your complaint quickly, please provide:
- Your full name and registered email address
- A clear description of the issue
- When the issue occurred (date and approximate time)
- Any relevant reference numbers or transaction IDs
- What outcome you are seeking
- Any supporting evidence (screenshots, emails, etc.)
3. Our Complaints Process
Acknowledgement
We will acknowledge receipt of your complaint within 2 business days and provide you with a unique reference number for tracking.
Investigation
Your complaint will be assigned to an appropriate team member who will investigate the issue thoroughly. We may contact you for additional information during this process.
Resolution
We will provide you with a written response explaining our findings and, where appropriate, the steps we will take to resolve the issue. If we cannot resolve your complaint to your satisfaction, we will explain why and advise you of your options.
4. Response Timelines
We aim to resolve complaints as quickly as possible. Our target timelines are:
| Stage | Timeline |
|---|---|
| Acknowledgement | Within 2 business days |
| Initial response | Within 5 business days |
| Full resolution (standard) | Within 14 business days |
| Full resolution (complex) | Within 28 business days |
If we need more time to investigate, we will keep you informed of our progress and provide an estimated completion date.
5. Escalation
If you are not satisfied with the initial response to your complaint, you can request escalation to a senior member of our team:
- Level 1: Customer Support Team (initial handling)
- Level 2: Customer Experience Manager
- Level 3: Operations Director
To escalate, reply to your complaint email with "ESCALATION REQUEST" in the subject line, or contact us and reference your complaint number.
6. External Resolution
If you remain dissatisfied after completing our internal complaints process, you may have the right to refer your complaint to external bodies:
Alternative Dispute Resolution (ADR)
While we are not obligated to use ADR, we are willing to consider mediation for appropriate cases. Contact us to discuss options.
7. Contact Information
For all complaints, please contact:
Motorsync Ltd - Complaints Team
Email: complaints@motorsync.co.uk
General Enquiries: info@motorsync.co.uk
Address: 5 Maltby Court, Leeds, England, LS15 9BA
Our Commitment to You
We are committed to handling all complaints fairly, thoroughly, and promptly. We use complaint data to identify areas for improvement and enhance our services. Your feedback is valuable and helps us serve you better.