Complaints Handling Commitment
At Motorsync Ltd, we are dedicated to resolving customer and dealership concerns quickly, fairly, and transparently.
- Fair Hearing: Every complaint is logged, acknowledged within 2 business days, and investigated independently.
- Clear SLA: Standard complaints are resolved within 14 business days; complex issues receive regular progress updates.
- No Cost: Our internal complaints handling and escalation process is completely free of charge.
This policy applies to all users of MIRA consumer products and MIRA Business portal subscribers.
1. Definition of a Complaint
A complaint includes any written or verbal expression of dissatisfaction regarding MIRA software performance, dealer portal tools, transaction records, or customer support handling.
2. How to Submit a Complaint
You may submit formal complaints through any of the following official channels:
📧 Dedicated Email
✉️ Postal Address
Complaints Operations, Motorsync Ltd, 5 Maltby Court, Leeds, LS15 9BA
3. 3-Stage Investigation Workflow
- Acknowledgement: Logging of your case and issuance of a unique complaint tracking reference within 2 business days.
- Independent Review: Review of system logs, chat transcripts, or transaction records by an un-involved Senior Operations Specialist.
- Final Response Letter: Written outcome report setting out findings, corrective measures taken, and redress options if applicable.
4. Response SLAs & Timelines
| Investigation Stage | Response Timeframe SLA | Responsible Team |
|---|---|---|
| Formal Receipt Acknowledgement | Within 2 business days | Customer Operations Desk |
| Initial Finding Communication | Within 5 business days | Complaints Specialist |
| Standard Resolution Finding | Within 14 business days | Customer Experience Manager |
| Complex Investigation Finding | Within 28 business days | Operations Director |
5. Internal Escalation Ladder
- Level 1: Customer Support Specialist (Initial intake and investigation).
- Level 2: Customer Experience Manager (First-tier escalation).
- Level 3: Operations Director (Final executive decision).
6. External Dispute Resolution
If you remain dissatisfied with our final response letter, you may contact external advisory services such as Citizens Advice (citizensadvice.org.uk) or the Information Commissioner's Office (ico.org.uk).