How to make a complaint to Motability
If you would like to make a complaint to Motability, you can contact us using any of these options:
What to expect
- 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.
- 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:
Online: financial-ombudsman.org.ukOpens in new window (opens in a new window)
Email: firstname.lastname@example.orgOpens email client
Phone: 0800 023 4567
Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR