At Motability Operations Limited (Motability Operations) we are committed to delivering excellent customer service.
Our customer services team handled telephone 968,000 calls in the year ending 30 September 2020. Motability Operations has a customer base of circa 634,000.
Customers are at the heart of everything that we do. However, if things go wrong we encourage our customers to tell us in order that we can put things right as quickly as possible. We have robust processes in place to ensure we handle all complaints fairly and in a timely manner.
Read more about our complaints process on the Motability Scheme website
In the UK the Financial Conduct Authority (FCA) requires consumer credit firms with limited permissions to report on the number of FCA reportable complaints they receive on an annual basis, in line with the firm’s financial reporting period. Motability Operations’ financial reporting period is 1 October to 30 September.
The figure below represents the number of FCA reportable customer complaints received in the year.
The figure below therefore represents the number of FCA reportable customer complaints received in the year.
The lessons learnt from complaints are invaluable to us and we use these to inform our decision making and to improve our processes and customer service.
There are a number of ways we look to ensure that we bring about service and/or process improvements (if necessary) as a result of dealing with complaints. These include, but are not limited to:
© Motability Operations Limited 2021
Motability Operations Limited is authorised and regulated by the Financial Conduct Authority under reference number 735390. Please see our Terms and Conditions for more information.