Three simple steps
We aim to resolve every complaint as quickly and fairly as possible.
Here is how the process works.
Contact us directly
Email us at hello@motifyme.co with the subject line "Complaint". Please include your name, the email address on your account, and a clear description of what has happened and what outcome you are looking for.
We will acknowledge your complaint within 5 business days of receiving it.
We investigate and respond
We will review your complaint carefully and aim to provide a full written response within 28 days. If we need more time, we will let you know and explain why.
Our response will set out what we found, what action we have taken or will take, and any next steps available to you.
If you are not satisfied
If you are unhappy with our response, or if we have not resolved your complaint within 8 weeks, you may be able to refer your complaint to an independent body. See the escalation options below.
What to expect and when
Business days
We aim to acknowledge your complaint within 5 business days of receiving it.
Days to respond
We aim to provide a full written response within 28 days. If we need longer, we will tell you.
Week limit
If your complaint is unresolved after 8 weeks, you may be able to refer it to an independent body.
Complaints relating to vehicle finance
If your complaint relates to a finance product, lender decision or regulated activity, a different escalation route applies.
Finance is handled by Presto Finance Ltd
MotifyMe® Ltd acts as an introducer only and is an Introducer Appointed Representative of Presto Finance Ltd (IAR reference: 1050625). Any regulated credit broking activity is carried out by Presto Finance Ltd as Principal.
If your complaint relates to a finance product, a lender decision, a finance agreement or any other regulated activity, you should contact Presto Finance Ltd directly, as they are the regulated Principal for those activities.
Presto Finance Ltd is authorised and regulated by the Financial Conduct Authority (FCA reference number: 984108). Registered office: St Brandon’s House, 29 Great George Street, Bristol, England, BS1 5QT.
If Presto Finance Ltd does not resolve your complaint to your satisfaction, you may be able to refer it to the Financial Ombudsman Service:
www.financial-ombudsman.org.uk
Phone: 0800 023 4567
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Complaints about data or privacy
If your complaint relates to how we have handled your personal data, you also have the right to contact the Information Commissioner's Office.
Information Commissioner’s Office (ICO)
MotifyMe® Ltd is registered with the ICO (registration number: ZB886760). If you are unhappy with how we have handled your personal data, you can raise a concern with the ICO at any time.
ico.org.uk/make-a-complaint
Phone: 0303 123 1113
Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
We would always appreciate the opportunity to address your concerns directly before you contact the ICO, but you are entitled to contact them at any time.
How to get in touch with a complaint
Email us at hello@motifyme.co with the subject line "Complaint" and we will get back to you promptly.