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

Genesys web messenger

Motability Operations Limited’s web messenger is a service that enables you to chat online to a member of our customer services team about the Scheme in general, without having to make a phone call.

During your use of the web messenger service we may ask you to confirm your personal or account information in order for us to be able to access your individual account and answer your query. If you're not happy to give this information using web messenger, we'll ask you to contact us instead. Visit our Contact us page for other ways you can speak to us.

Acceptable use

If you choose to start a chat session, you’ll be introduced to our team member, and you can start typing your questions and comments. Please be respectful when talking to our customer service advisors via the web messenger service. If your message is abusive or offensive, our advisors have the right to end the chat.

All web messages will be recorded. Select the paper icon at the bottom of the chat to print or download a transcript you can keep.

Data policy

A record of each web messenger will be held for 13 months and may be used when looking into your enquiry and for quality purposes.

Use of Personal Information

This information sets out how your personal or account information will be used and otherwise processed by us (meaning Motability Operations Limited) in connection with your use of the web messenger service.

The personal or account information that is processed is made up of the personal or account information that you have chosen to provide during the course of your use of the web messenger service. We will use your personal or account information to access your account in order to answer and assist you with your query.

Any queries in relation to how we process personal information can be submitted in writing to us at Motability Operations Limited, City Gate House, 22 Southwark Bridge Road, London SE1 9HB or alternatively you can visit our Contact us page to find out how you can get in touch.

We may use agents and service providers to hold and process your personal or account information on our behalf in connection with your use of the web messenger service. This may include providers of data back-up and storage services or of other behind the scenes services which are relevant to us or to the group of organisations of which we are a part; steps will be taken to ensure appropriate data security and confidentiality is implemented by such third parties.

We may disclose your personal or account information to the following persons for the relevant purposes set out above:

  • our agents and service providers;
  • the police, Government departments and agencies and law enforcement agencies;
  • a relevant payment agency, and the DVLA; and
  • to any third party in connection with a sale, acquisition or restructuring that affects us or any members of our group of companies from time to time (including any purchaser from time to time of our business or assets).

It may sometimes be necessary to transfer your personal or account information outside the EEA to countries or territories which do not have the same data protection laws as are applicable in the United Kingdom. Where this occurs, we would take appropriate steps with a view to ensuring that your personal information is protected and handled appropriately.

We will take appropriate steps to seek to prevent the loss, misuse or unauthorised disclosure of the information collected about you.

You have a number of rights which you can, if you wish, exercise against us, including a right to ask for:

  • access to or a copy of the personal information held (and in certain circumstances a small fee may be charged);
  • rectification or erasure of personal information or restriction of processing concerning your personal information, and this includes the right to have any inaccuracies in records rectified or deleted and to have the use of personal information restricted in certain circumstances; and
  • your personal information to be returned to you (if you provided it to us) or transferred to another service provider, in certain circumstances.

You also have the right to make a complaint to the Information Commissioner’s Office, i.e., the United Kingdom’s privacy supervisory authority, for further details please visit its website at ico.org.uk(opens in a new window).