What happens if I’m not satisfied with the outcome?

If you are not satisfied after the internal complaints process has been completed, Morro will explain the next available route.

In some cases, you may be able to refer your complaint to an independent redress scheme or another relevant external body. The right route can depend on the nature of the complaint, so Morro will provide the appropriate details once the internal process has concluded.

You also have the right to seek independent legal advice at any stage, or to pursue the matter through the courts if you choose to do so.

Before taking the next step

• Review Morro’s final response and check what has been explained or offered.
• Keep a copy of your complaint history, including emails, app messages, photos and any decisions shared with you.
• Check the external route provided, including any deadlines or eligibility requirements.
• Ask for clarification if you are unsure what the final response means.

If you feel something has been missed, contact the Morro team through bymorro.com or by emailing support@bymorro.com. The team will make sure you know where things stand and what options remain open to you.