We aim to give you the highest quality of service at all times, but sometimes things can go wrong. If you feel our service has fallen below the standard you expect, we’d like to hear from you so we can put things right as quickly as possible.
Most comments or complaints are best dealt with by the area most closely involved, so please contact the relevant service provider directly. This could be the RAC(opens in a new window), Direct Line Motability (DLM)(opens in a new window), Kwik Fit(opens in a new window) or your dealer.
We’ll ask you to follow their complaints process first.
If you’re unsure about the area you need to speak to, please call our customer services team on 0300 456 4566.
You can make a complaint by using our web messenger, or by telephone or post.
We prefer to talk to you so we can try to resolve your complaint as quickly as possible, so please include your contact details if you write to us.
You can post written complaints to:
Motability Operations
22 Bishopsgate
6th Floor
London
EC2N 4BQ
We’ll always try to resolve your comment or complaint straight away. If this is not possible, we’ll fully investigate and aim to resolve your issues as quickly as we can. We’ll keep you updated on our progress.
If you tell us you’d prefer us to write back to you, we’ll send you written acknowledgement of your complaint, usually within seven days.
We aim to give you our final response within eight weeks.
If you’re not happy 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.
Financial Ombudsman Service
Appeals
Exchange Tower
London
E14 9SR
Tel: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
