Mira is a trading name of Motorsync Ltd and General Insurance Distribution 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.
- Finance: Complaints about finance go to General Insurance Distribution Ltd, the credit broker trading as Mira, or to the broker or dealer that arranged it, and can be taken to the Financial Ombudsman Service (section 7).
This policy applies to all users of MIRA consumer products and MIRA Business portal subscribers. Motorsync Ltd handles complaints about the Mira App, Mira Marketplace and MIRA Business. General Insurance Distribution Ltd handles complaints about how Mira introduced you to finance or presented it.
1. Definition of a Complaint
A complaint includes any written or verbal expression of dissatisfaction regarding MIRA software performance, dealer portal tools, transaction records, customer support handling, or how finance was introduced or presented on Mira.
2. How to Submit a Complaint
You may submit formal complaints through any of the following official channels:
Mira App, Mira Marketplace and MIRA Business
Complaints Operations, Motorsync Ltd, 5 Maltby Court, Leeds, LS15 9BA
Finance
General Insurance Distribution Ltd, the credit broker trading as Mira
01925 555508 · contactme@gidltd.com
Key House, Christie Way, Christie Fields, Manchester, M21 7QY
About the finance itself, such as an offer or a lender's decision, contact the broker or dealer that arranged it, using its complaints procedure linked on the car page.
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
For a finance complaint, if you are not happy with the final response or have had no answer after 8 weeks, you can contact the Financial Ombudsman Service, free of charge (section 7). For anything else, 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).
7. Complaints about finance
- About the finance itself, such as the offer or the lender's decision: contact the broker or dealer that arranged it, using its complaints procedure linked on the car page.
- About how Mira introduced you or presented finance: contact General Insurance Distribution Ltd, the credit broker trading as Mira, on 01925 555508 or at contactme@gidltd.com, or write to Key House, Christie Way, Christie Fields, Manchester, M21 7QY.
If you are not happy with the final response to a finance complaint, or you have had no answer after 8 weeks, you can contact the Financial Ombudsman Service at financial-ombudsman.org.uk or on 0800 023 4567. It is free.