The corporate objective of The Motoring Organisation Limited (“TMO”) is to achieve long-term profitability by providing Finance and Warranty products and associated administration services which conform to the requirements and expectations of our customers, clients, and regulatory bodies.
 

TMO is unreservedly committed to good quality practices, compliance with applicable statutory and 
regulatory requirements, and the continual improvement of the effectiveness of our Quality 
Management System.

TMO recognises the needs and expectations of its interested parties, including customers, dealer 
partners, insurers, suppliers, regulators, and employees, and ensures these are considered within our 
operational processes and business planning.

TMO and its personnel share a belief in the importance of personal contact, a professional approach to 
business, and high ethical standards as the surest route to providing our Customers with the excellent 
quality of service they both expect and deserve.

To achieve this goal, the Group provides:

• Sound analyses of Customer specialised requirements

• Technically accurate, up to date support

• Scheme administration services which promptly and efficiently manage claims and customer enquiries on behalf of Customers and Clients

• A flexible approach to meeting the special requirements of consumers and clients
   

Underpinning these services are our policies to:

• Only select and recruit people who possess up to date technical skills and experience in areas pertinent to the core activities of the business

• Provide our personnel with opportunities to improve and update their skills

• Use the knowledge and expertise of our staff to offer our Customers the best administrative services in accordance with their requirements

• Adopt practices that enhance our ability to offer competitively priced services in a prompt and courteous fashion

• Ensure that all analyses, business propositions, recommendations and working procedures are documented clearly and concisely whether for use internally or by Customers

• Monitor our business processes so that we can measure service level performance against customer requirements and defined quality objectives

• Apply risk-based thinking to our operational processes to prevent service failures and protect customer outcomes

• Use customer feedback, complaints data, claims trends, and survey results as drivers for continual improvement

• Strive for continuous improvement within existing service levels​

 

The full Quality System is described in the Quality Manual. All members of staff are required to adhere to the policies and procedures detailed therein.

 

TMO is committed to meeting all quality requirements and to the continual improvement of the quality management system. Staff are encouraged to suggest ways in which improvements can be made.

 

The ongoing suitability of this Quality Policy and the quality objectives is reviewed during each Management Review Meeting.