Our commitment to you
At MOT Juice, we understand that sometimes things don’t go as expected. When that happens, we are committed to listening to your concerns, treating you fairly, and working with you to resolve issues as quickly and transparently as possible.
We recognise that our users include large national organisations, local authorities, enforcement bodies, independent garages, and individual testers. This policy is designed to apply fairly and consistently across our entire user base.
What you can complain about
You may raise a complaint with us if you are unhappy with:
- The performance, availability, or functionality of MOT Juice software
- The quality of service or support provided by MOT Juice
- Issues relating to onboarding, training, or account management delivered by MOT Juice
- How we have handled a previous query or concern
Please note that we cannot investigate or overturn decisions made by third parties, including (but not limited to) DVSA actions, disciplinary outcomes, or enforcement decisions. Complaints relating to matters outside our control will be explained clearly.
How we handle complaints
Once we receive a complaint, we will:
- Acknowledge receipt of your complaint within a reasonable timeframe
- Contact you if we need further information or clarification
- Investigate the matter fairly and objectively, reviewing relevant records, system data, and staff input where appropriate
- Keep you informed of progress while the investigation is ongoing
Where necessary, we may ask for your consent to contact third parties to obtain information relevant to your complaint. Any information obtained will be used solely for the purpose of investigating and responding to your complaint.
Timescales
- We aim to resolve most complaints promptly and efficiently
- If we are unable to conclude our investigation within four weeks, we will provide you with an update explaining the current position
- Our aim is to issue a final response within eight weeks of receiving your complaint
- If additional time is required, we will explain why and provide a revised timeframe
Our final response will set out:
- The outcome of our investigation
- Whether your complaint has been upheld, partially upheld, or not upheld
- Any steps we will take to address the issue, where appropriate
If you are unhappy with our response
If you do not agree with our final response, you may request that your complaint is reviewed by a senior member of the MOT Juice team who was not previously involved in the matter.
Nothing in this policy affects your legal rights, including your right to pursue the matter through the courts where applicable.
Conduct during the complaints process
We appreciate that raising a complaint can be stressful or frustrating. We ask that all parties engage respectfully and professionally throughout the process.
We reserve the right to manage communications where behaviour is considered unreasonable, abusive, or disruptive. Further details are set out in our Unreasonable Behaviour Policy.
How to make a complaint
The quickest and easiest way to raise a complaint is by contacting us through our online contact form:
https://www.motjuice.co.uk/contact-us/
Using the form helps us gather the information needed to investigate your concerns efficiently.
If you’re unable to use the online form, you can contact us using the details below:
If your complaint relates to an existing case, please include your complaint reference number where possible.
Data protection
MOT Juice LTD is the data controller for any personal data you provide in connection with a complaint. All information will be used solely for the purpose of handling and responding to your complaint.
For further details on how we process personal data, please see our Privacy Policy (
https://www.motjuice.co.uk/privacy-policy/)
Review of this policy
We regularly review this policy to ensure it remains appropriate, effective, and aligned with our services and user base.
