Awaiting qualified legal review
This legal document is stored as an editable draft and has not been signed off by qualified legal counsel. It must be reviewed for your contracting entities and customer jurisdictions before you rely on it in production.
Contracting entity: the seller named on your invoice. Where an order is placed with a different MOTORS EU entity, that entity is named on the invoice and in the order confirmation.
Raising a complaint
Open a support ticket and mark it as a complaint, or reply to any message about the order. Include the order or document number so the history is attached.
Handling
Complaints are reviewed by the customer experience team and, where money or verification is involved, by the finance team. We record what was investigated, what was decided and why.
Escalation
Where you are not satisfied with the outcome, ask for the complaint to be escalated and name the department you want it reviewed by. We will confirm who is handling it.
External routes
Nothing here removes any right you have to pursue a matter through a consumer body or court in the relevant jurisdiction.