Complaints Policy

1. Introduction

iAutoMotive Ltd (“iAutoMotive”, “we”, “us”, “our”) is committed to providing an excellent service to every customer. We recognise, however, that things can occasionally go wrong. When they do, we want to hear about it.

This Complaints Policy explains how you can make a complaint about any aspect of our vehicle consignment service, how we will handle your complaint, and what you can do if you’re not satisfied with our response.

This policy applies to all customers of iAutoMotive, including sellers (vehicle consignors), buyers, and any other individual who has interacted with our platform or services.

2. How to Make a Complaint

You can make a complaint through any of the following channels:

We will accept complaints made verbally (by telephone or in person) as well as in writing. If you make a verbal complaint, we will record the details and send you a written summary within 2 working days so you can confirm we’ve understood the issue correctly.

3. What to Include in Your Complaint

To help us investigate and resolve your complaint as quickly as possible, please include:

• Your full name and contact details
• Your iAutoMotive account email address or consignment reference number (if applicable)
• The vehicle registration number (if your complaint relates to a specific vehicle)
• A clear description of what went wrong and when it happened
• Any relevant documentation, photographs, or correspondence
• What outcome you are seeking — for example, an apology, an explanation, a specific action, or financial redress

If you are unable to provide all of this information, please don’t let that stop you from contacting us. We will work with you to gather the information we need.

4. Our Complaints Process

When we receive your complaint, we will follow the process below:

5. Timescales

We are committed to handling complaints promptly:

If we are unable to provide a final response within 8 weeks, we will write to you explaining the reasons for the delay and give you an expected date for our response. We will also inform you of your right to refer the complaint to an Alternative Dispute Resolution provider at that point.

6. If You’re Not Satisfied

If you are not satisfied with our final response, or if 8 weeks have passed since you first made your complaint and you have not received a final response, you have the right to escalate your complaint.

You may refer your complaint to an Alternative Dispute Resolution (ADR) provider (see Section 7 below). You may also seek independent legal advice or take court action if you wish, though we would always encourage you to use the ADR process first as it is free and less formal.

7. Alternative Dispute Resolution

Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, we are required to inform you about ADR. iAutoMotive is committed to participating in ADR where appropriate.

If your complaint relates to finance introductions or other FCA-regulated activities, you may be able to refer it to the Financial Ombudsman Service (see Section 8 below).

You may also use the EU/UK Online Dispute Resolution platform at ec.europa.eu/odr to submit a complaint online, although this platform may redirect you to the relevant ADR body.

8. FCA-Regulated Activities

Where iAutoMotive carries out activities that are regulated by the Financial Conduct Authority (FCA) — such as introducing buyers to FCA-authorised lenders for vehicle finance — complaints about those activities will be handled in accordance with the FCA’s Dispute Resolution rules (DISP).

If you are not satisfied with our response to a complaint about an FCA-regulated activity, you have the right to refer your complaint to the Financial Ombudsman Service (FOS):

You must refer your complaint to the FOS within 6 months of receiving our final response. The FOS will not normally consider a complaint if you refer it after this deadline, unless there are exceptional circumstances.

9. Vulnerable Customers

We recognise that some customers may be in vulnerable circumstances that make it harder for them to make a complaint or engage with our complaints process. If you consider yourself to be in a vulnerable situation — for example, due to health conditions, life events, financial difficulty, or limited capability — please let us know and we will make reasonable adjustments to our process to support you.

Adjustments may include:

• Allowing a trusted friend, family member, or adviser to act on your behalf
• Providing information in alternative formats (large print, email instead of post)
• Allowing additional time to respond or provide information
• Assigning a dedicated point of contact for the duration of your complaint
• Communicating by your preferred method (telephone, email, or post)

10. How We Learn from Complaints

Every complaint is an opportunity to improve. We record and analyse all complaints to identify recurring issues, systemic problems, and areas where our service can be improved.

Our senior management team reviews complaint data on a monthly basis, including:

• Total number of complaints received and resolved
• Average resolution time
• Complaint categories and root causes
• Outcomes and remedies offered
• Trends and patterns over time

Where we identify a systemic issue, we will take prompt corrective action and may contact affected customers proactively, even if they have not complained.

11. Contact Us

If you have any questions about this Complaints Policy or need help making a complaint, please contact us: