WAV stands for Wheelchair Accessible Vehicle. This means you can travel in the vehicle while seat in your wheelchair
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Complaints

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.

What to do if you have a comment or complaint

Contact the service provider first

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.

How to make a complaint

You can make a complaint by completing our complaint form, or by telephone, email 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 email us or write to us.

You can post written complaints to:

Motability Operations
City Gate House
22 Southwark Bridge Road
London
SE1 9HB

What we’ll do

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.


What to include

  • Your full name and/or Customer Reference Number (CRN)
  • Your vehicle registration number
  • Your full address and daytime contact number
  • Details of what’s gone wrong and how and when it happened
  • Details of anything specific you’d like us to do to put things right

If you’re still unhappy

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.

The Financial Ombudsman Service

Financial Ombudsman Service
Appeals
Exchange Tower
London
E14 9SR
Tel: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk