Complaint Policy

Mazz Motors Limited is committed to providing products and services of the highest standard. But we do understand that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, we'll do our best to help resolve the situation in a  fair and transparent way 

Mazz Motors LIMITED will investigate all complaints competently, diligently, and impartially obtaining additional information as necessary. Every complaint will be assessed fairly, consistently and promptly considering all relevant factors to ensure a fair  outcome for you.

What you need to do: 

Please contact us by your preferred method from the list below: 

Email: [email protected]

Post: Mazz Motors Limited, 149-151 Red Lion Road, Tolworth, KT6 7RQ

What happens next? 

Please outline your complaint in writing; this helps us fully understand your concerns. If we cannot resolve your complaint straight away, we will look into it in more detail. After your complaint has been received, we will take the following steps:

Within a week: We will try to give you a full reply. If this is not possible, we will promptly send you an acknowledgement, which will let you know we have received your complaint and are dealing with it.

Within four weeks: We hope to have completed our investigations and written to you with our final response. Hopefully, this will resolve the situation, but if you are still unhappy, please contact us via email or post via the contact details provided. In some cases, we may need more time to respond and if so we will write to you with an update of the situation.

Within eight weeks: In the majority of cases, we will have written to you with our final response. It is highly unlikely that your complaint will not have been resolved by this time but if it has not we will write to you with a further update.

If you are dissatisfied with our final response or the update provided at eight weeks, for insurance and consumer credit complaints, you can contact the Financial Ombudsman Service. The Financial Ombudsman Service is free, independent and impartial.