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How to make a complaint

Motability is committed to providing services to the highest standard. We recognise that sometimes things do not happen the way you would expect and, if this happens, it will be looked at.

If you have a complaint regarding any of Motability’s work or if you have any general comments or feedback about the Motability Scheme, then you can follow the Motability complaints process outlined below. By providing us with your comments we can learn and continuously improve our services.

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What is your complaint regarding?

  • Motability - If you have a complaint about Motability’s work or feedback about the Motability Scheme, then you can follow the process below How to make a complaint to Motability .
  • Grants - If you have a complaint about the Grants process, please take a look at our page Appealing a funding decision where you can find information about appealing a Grant decision or making a complaint about the Grants process.
  • The Motability Scheme - If you have a complaint about a customer agreement on the Motability Scheme, you should contact Motability Operations Ltd . Please note Motability (the charity) cannot get involved in issues relating to a specific customer agreement as the customer’s contract is with Motability Operations Ltd. However, Motability does (as part of overseeing the Scheme) regularly review and analyse customer complaints with Motability Operations Ltd, to identify any trends or areas for improvement.

How to make a complaint to Motability How to make a complaint to Motability

You can make a complaint by email, by completing our complaints form online or by writing to us. We prefer to talk to you so that we can resolve your complaint as quickly as possible, so please give your contact details, including a telephone number.

Online: Complete our complaints form
Write to: Customer Support and Oversight, Warwick House, Roydon Road, Harlow, Essex, CM19 5PX

If you tell us that you prefer for your concerns to be dealt with in writing, we will write to you and acknowledge receipt of your complaint – usually within four days of us receiving your query.

Complaints process

We will always try to resolve your complaint straight away. However, if this is not possible, we will fully investigate the issues you have raised and aim to resolve them as quickly as we can. We will keep you updated on our progress. We aim to fully resolve all complaints and provide you with our final response within eight weeks of you raising the matter with us.

If you remain unhappy

Motability is regulated by the Financial Conduct Authority for a small amount of our business activity – this is limited to Motability’s involvement in promotional activity to raise awareness and understanding of the Motability Scheme among potential customers.

If your complaint relates to Motability introducing you to the Motability Scheme and you are unhappy with how your complaint has been handled or concluded, or eight weeks have passed and you feel we have not responded appropriately, you can refer your complaint to the Financial Ombudsman Service, free of charge. The Financial Ombudsman is a free, independent service for resolving disputes between customers and financial services institutions.

You can contact the Financial Ombudsman Service as follows:

Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone (freephone): 0800 023 4567
Telephone (calls cost no more than calls to 01 and 02 numbers): 0300 123 9123
Online: in new window (opens in a new window)