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Charity Make a Complaint Process

What happens next?

We will contact you to ensure we understand the nature of the complaint and to make sure that it is dealt with by the right people, in the right area of the organisation.

We will listen to your complaint and will work with you to resolve the issues.

We will always:

  • Acknowledge all complaints within three working days
  • Review the complaint in full
  • Investigate thoroughly the issues raised
  • Keep you updated on our progress
  • Communicate a final response within 30 days
  • Learn from the feedback

What if I remain dissatisfied?

If you are dissatisfied with the response you have received, you are able to escalate your complaint within seven days of receiving the response, to the Chief Executive Officer.

In cases where the Chief Executive Officer is the subject of the complaint the matter will be referred to a Motability Governor.

How do I make a complaint?

It is important to think about the nature of your complaint first.

What is your complaint about?

To ensure that your complaint is dealt with as efficiently as possible, please take a look at the options below so your complaint is directed to the relevant area:

The Motability Scheme

Motability, the Charity, is not able to adjudicate on matters relating to a specific Scheme customer’s contract, as the legal agreement is between the customer and Motability Operations Limited.

If you have a complaint about your agreement on the Motability Scheme or the service provided to you by Motability Operations Limited, you should contact them directly. Motability Operations Limited delivers the day-to-day running of the Scheme and can review and investigate your complaint.

Make a complaint about the Motability Scheme

Charitable Grants

If your complaint relates to a charitable grant, you should always speak directly with your Case Manager.

Make a complaint about Charitable Grants

Motability, the Charity

If your complaint relates to something other than your agreement, for example, your eligibility to access the Motability Scheme, you should contact us directly.
Phone: 01279 632255
Write to: Complaints Team, Motability, Warwick House, Roydon Road, Harlow, Essex, CM19 5PX

Additionally, 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 remain 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 within six months of our final response.

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

Your personal information

To investigate and administer your complaint, it is necessary for us to collect and hold personal information about you.

We will hold the information you provide to us securely and use it to help process your complaint. We will only share your information with organisations that we have a contractual relationship with or who we need to share your information with to deal with your complaint, including but not limited to; Motability Operations Limited, RSA (as the Motability Scheme insurer), selected vehicle convertors and suppliers, adaption installers and the DWP.

For full details of how Motability processes your personal information, including our data retention periods and your rights as a data subject under data protection laws, please see more information and view our Privacy Policy .

You can read our Complaints Policy (PDF 526.6 KB) in full here.