Important: Engines Market is a price comparison platform. We do not sell, fit, or warranty engines. If your complaint is about a supplier (e.g., an engine you bought, a fitting issue, a warranty dispute), please contact the supplier directly. We do not mediate supplier disputes, but we do track complaints as part of our supplier monitoring process. See our Warranty claims guide for more information.
What you can complain to us about
You can use this procedure to complain about:
- Our platform - quoting errors, technical faults, or problems using the website
- Our data handling - how we collect, store, or share your personal information
- Our customer support - poor communication, delays, or unhelpful responses from our team
- Supplier conduct - where you believe a supplier should be removed from our network due to repeated poor behaviour (we do not mediate individual disputes, but we use complaints to monitor supplier performance)
What we cannot help with:
- Enforcing a supplier’s warranty
- Demanding a refund or replacement from a supplier
- Mediating a contract dispute between you and a supplier
Submit a complaint using our online form
Please complete the form below. All fields marked * are required.
Submit a complaint by email
If you prefer not to use the online form, you can email us directly.
Email address:
complaints@enginesmarket.co.uk
When emailing, please include:
- Your full name
- A clear description of the complaint
- Any supporting documents (e.g., screenshots, email chains)
- Your preferred contact details
We will acknowledge receipt within 48 hours (usually sooner).
What happens after you submit a complaint-
We follow a clear, documented process to ensure your complaint is handled fairly.
We acknowledge receipt of your complaint by email
We confirm we have received your complaint.
We review your complaint, gather relevant information, and investigate
Our team looks into the issue thoroughly.
We respond with our findings and any actions we will take
You will receive a full response outlining our decision.
If you are not satisfied with our response, you may escalate
You can take your complaint to an independent body (see below).
If your complaint is complex and requires more time, we will notify you of
the delay and provide an estimated resolution date.
All complaints are logged and reviewed periodically to help us improve our
platform and monitor supplier performance.
If you are not satisfied with our response - ADR & ICO
If you have received our final response and remain unhappy, you may be able to take your complaint to an independent Alternative Dispute Resolution (ADR) provider. ADR is a voluntary, impartial, and low-cost way to resolve disputes without going to court.
Engines Market does not currently subscribe to a specific ADR scheme. However, we will cooperate with any recognised ADR entity you choose to involve. We also remind you of your right to:
- Report a consumer problem to the Competition and Markets Authority (CMA) - if you believe an issue affects more than just you
- Take your complaint to the relevant Ombudsman - depending on the nature of the complaint (e.g., data protection - see below)
Data protection complaints - your right to escalate to the ICO
If your complaint relates to how we have handled your personal information (under UK data protection law), and you are not satisfied with our response, you have the right to escalate the matter to the Information Commissioner’s Office (ICO). The ICO is the UK’s independent regulator for data protection.
Before contacting the ICO, you must have already submitted a complaint to us and received our final response (or we have exceeded the 30-day acknowledgement deadline). Under the Data (Use and Access) Act 2025, all organisations are required to have a formal data protection complaints process in place. Our procedure above complies with this requirement.
ICO contact details
Frequently asked questions
Can I complain about a supplier through Engines Market-
Yes and no. You can use the complaint form or complaints@enginesmarket.co.uk to report poor supplier behaviour. We do not mediate disputes, but we log all complaints. If a supplier receives multiple substantiated complaints or their public rating falls below 3.5 stars, we may remove them from our network.
How long do I have to wait for a response-
We acknowledge complaints within 48 hours and aim to provide a full response within 14 working days. If your complaint is complex, we will tell you and provide an updated timeline.
What if I am not happy with your final response-
You can escalate to an independent ADR provider or, for data protection complaints, to the ICO. We will provide the necessary information to support your escalation.
Is there a cost to complain-
No. Submitting a complaint to Engines Market is completely free.
Related information
Privacy, warranty & supplier standards
Find out how we handle your data, what to do if you have an issue with a supplier, and how we vet our network.