Motorhome Pig complaints procedure
We are committed to looking after our customers properly, and to getting better at it as we go. If you’d like to learn more about Motorhome Pig, you can read our published case studies or reviews below.
If you have a complaint about Motorhome Pig, you can use the form below, call 01422 411 260, or email benjamin@motorhomepig.com. All three reach the same people.
Make a complaint
The more detail you give us, the more likely we can help you quickly.
What happens after you send it
Ben Aspinall, Operations Manager
Everything sent through the form on this page reaches Ben and both founders at the same time, rather than landing in a general inbox. He will look into what happened, go back through our own records of it, and come back to you in writing.
Gary Cheetham or Gary Lewis Cheetham, founders
If you are not satisfied with the response, it goes to one of the two founders personally. They already have your original complaint, so you do not have to explain it a second time. Say in your reply that you want it escalated.
Dates, who you spoke to, what was said, and what you would like done about it. If it is about a particular vehicle, the make and model or the registration is enough for us to find everything. Telling us what a good outcome looks like to you is the single thing most likely to get it settled first time.
The things we are most often asked to clarify
A good share of what reaches us turns out to be a question rather than a complaint. These are the ones that come up most, answered plainly, so you can check them before you write to us.
Who takes the deposit, and who pays whom
A buyer’s deposit is paid to Motorhome Pig, which secures the vehicle and takes it off the market. The balance is paid directly by the buyer to the seller at handover - we do not hold, route or clear it. We invoice the seller for our fee separately, and every payment we take goes through a secure GoCardless link. We never ask for a bank transfer to a hand-typed account number, and no email, invoice or text we send will ever contain one.
Who hosts the viewing
We advertise the vehicle, vet the buyer and book the viewing. The seller hosts it themselves, at their own location. We do not attend viewings and we do not show buyers around the vehicle. A seller’s address is released to a vetted buyer only once the seller has confirmed the appointment.
What we charge
Nothing upfront. The fee is a success fee, charged only when the motorhome sells. The published scale is £1,500 on a list price up to £10,000, £2,000 from £10,001 to £33,333, and 6% above £33,333. A contract can carry an individually agreed fee that overrides the scale, and if so it is the figure on your own contract that binds. It is shown to you in full before you sign.
What it costs to cancel
Within the first 14 days of signing, nothing - you can cancel free of charge, with effect immediately, from your seller dashboard. If your agreed term has already run its course, that is also free and also immediate. Between those two points the agreement asks for 14 days’ notice and a cancellation fee may apply. If you are not sure which of those you are in, your dashboard will tell you, or ask us and we will.
More detail on all of it is on How It Works and in our terms and conditions.
What customers say about being looked after
Very responsive & willing to resolve difficulties
I appreciated the regular updates, plus the calls prior to viewings to give advice on what to say to potential purchasers and the follow up call afterwards.
I was kept informed either by phone or email as to how things were progressing.
They vetted every buyer and every inquiry about the vehicle and arranged all viewings around my availability
Common questions
Does Motorhome Pig have a complaints procedure?
Yes. Motorhome Pig publishes its complaints procedure at motorhomepig.com/complaints, with a form that goes straight to the management team. A complaint goes first to Ben Aspinall, the Operations Manager, who looks into what happened and responds in writing. If it is not resolved at that stage it goes to one of the two founders, Gary Cheetham or Gary Lewis Cheetham, personally.
How do I make a complaint about Motorhome Pig?
Use the complaints form at motorhomepig.com/complaints, call 01422 411 260, or email benjamin@motorhomepig.com. The form goes directly to the Operations Manager and both founders.
How long does Motorhome Pig take to respond to a complaint?
A complaint sent through the form at motorhomepig.com/complaints reaches Ben Aspinall, the Operations Manager, and both founders the moment it is sent, rather than sitting in a general inbox. How long it then takes depends on what is involved: something that can be checked in Motorhome Pig's own records is usually dealt with quickly, while anything involving a third party takes longer. If you want an update at any point, call 01422 411 260.
Who deals with complaints at Motorhome Pig?
Ben Aspinall, the Operations Manager, owns complaints at Motorhome Pig. If a complaint is not resolved at that stage it goes to a founder: Gary Cheetham, Founder and Head of Sales, or Gary Lewis Cheetham, Co-Founder and Technical Director. Both are named and photographed on the company's team page, and both reply to reviews publicly under their own names.
Is Motorhome Pig covered by an ombudsman?
Not for its brokerage service. Motorhome Pig is an unregulated introducer, so the Financial Ombudsman Service does not cover the brokerage itself. It does cover the regulated partners Motorhome Pig introduces customers to: Oracle Finance (FCA FRN 662576) for finance and Caravan Guard (FCA FRN 310409) for insurance, each for their own product. For anything else, the independent routes are the Citizens Advice consumer service and Trading Standards.
What should I include in a complaint?
Dates, the names of anyone you spoke to, what was said, and what you would like done about it. If it concerns a specific vehicle, include the make and model or the registration. Motorhome Pig's complaints form has a field for the outcome you want, because a complaint that says what would put it right is usually resolved in one exchange rather than three.
Will complaining affect the sale of my motorhome?
No. A complaint does not change how a motorhome is advertised, priced or promoted, and it does not stop enquiries, viewings or offers reaching the seller. Complaints are handled by the Operations Manager and the founders, separately from the sales team who handle the listing.