Complaints Procedure

Customer Complaints Handling Procedure

 
BrokerMoto Ltd recognises that all customers have the right to complain and have put in place 
appropriate complaint handling procedures to deal with such complaints. This document outlines how 
we will deal with customer complaints promptly and fairly as set out in the Financial Conduct Authority 
(FCA) complaints handling rules (DISP) in their handbook. The DISP rules also set out when complaints 
can be made to the Financial Ombudsman’s Service (FOS).  
BrokerMoto Ltd is committed to the principles within the FCA Handbook, and place particular emphasis 
on Principle 1, that a firm ‘must pay due regard to the interests of its customers and treat them 
fairly’ and Principle 12, a firm ‘must act to deliver good outcomes for retail clients’. Ensuring our 
customers receive good outcomes is at the core of our business model and is an integral part to all our 
policies and procedures.

HOW WE HANDLE YOUR COMPLAINT 
BrokerMoto Ltd are committed to providing high quality services to all our customers. However, we appreciate we 
may not always get it right. If a problem occurs, we strive to address complaints promptly and effectively.    
CONTACT US 
The best way to contact us is to call or email us and we will try to resolve your complaint within 3 working days: 
• In writing: BrokerMoto Ltd, Suite 58, Lakeview, 600 Lakeside Drive, Centre Park, Warrington, WA1 1RW 
• By email: paul@brokermoto.co 
• By phone: 01925594885 
WHEN AND HOW YOU WILL HEAR FROM US 
If we can resolve your complaint within 3 working days, we will send you written confirmation of this in the form of 
a summary resolution letter. Where we cannot resolve your complaint within three working days, we will send you 
a written acknowledgement so that you know we are investigation your concerns. 
We will then undertake a full investigation to enable us to make an informed assessment of your complaint. We 
will keep you updated on our progress and contact you if we need to provide further information regarding the 
issues you have raised. 
We will send you a final response within 8 weeks (unless your complaint relates to discretionary commission 
arrangements or non-discretionary commission arrangements, see below), although we aim to get your complaint 
resolved well before this time. The final response will: 
• Let you know the outcome of the investigation 
• If appropriate, advise you of what we intend to do to rectify the problem 
• If we disagree with your complaint, clearly explain why 
If we decide that you are not an eligible complainant, we will advise you of this promptly. This may be because your 
complaint is time barred which means the event happened more than 6 years ago, or it is more than 3 years since 
you should reasonably have been aware you had cause for complaint. There may be times where we need to refer 
part of all a complaint to a third party.  Where this happens, we will aim to do so within 5 working days, obtaining 
your consent to do so, and providing contact details of the third party.

After our investigation, if you are still unhappy with our response to your complaint, you can choose to refer it to 
the Financial Ombudsman Service (FOS). They provide a free, independent service to help resolve complaints: 
www.financial-ombudsman.org.uk 
0800 032 8000 
Complaint.info@financial-ombudsman.org.uk 
Financial Ombudsman Service, Exchange Tower, London E14 9SR