Complaints Publication Report

Our approach to Customer Service

At Motability Operations Limited (Motability Operations) we are committed to delivering excellent customer service.

  • In 2018, the UK Institute of Customer Services (UK ICS) rated Motability Operations as the highest performing organisation in the UK with regard to customer service achieving a score of 94.3%
  • Our Customer Services team is UK based and can be reached via a low cost 0300 number
  • 80% of calls made to our Customer Services team are answered within 20 seconds
  • 94% of calls/enquiries are resolved at the first point of contact
  • For issues that cannot be resolved at first point of contact a team of account managers are ready to assist

Customer Service Data

  • Our Customer Services Team handled in excess of 1.2 million telephone calls in the year ending 30 September 2018
  • Motability Operations has a customer base of circa 625,000 (PWSS & Car)
  • Motability Operations processed 232,400 applications to join the Scheme in the year ending 30 September 2018

Our approach to complaints

Putting the customer at the heart of what we do and delivering excellent outcomes for our customers is part of our culture and working practices.

Unfortunately, sometimes things can go wrong and we encourage our customers to tell us if they feel our service has fallen below the standard they expect, 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 firms’ financial reporting period.

Motability Operations financial reporting period is 1 October to 30 September.

The figure below therefore represents the number of FCA reportable customer complaints received for the period 1 October 2017 to 30 September 2018.

Period covered Volume of complaints
1 October 2017 – 30 September 2018 2,109

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:

  • ensuring that we have both a proactive and reactive approach to service improvement activity
  • ensuring that we can and do make process changes following individual complaints
  • using our root cause analysis programme to review high volume complaint areas and look to reduce where we can / prevent where we can / educate customers where we can
  • encouraging employees to suggest ideas for service or process improvement, whether linked to a complaint or not

Customer satisfaction levels with our complaint handling

  • We use customer satisfaction surveys to ask customers how we handled their complaint. In April 2018 we contacted a representative sample of customers who had complained to us between January and March 2018. They rated us with an overall score of 8.7 out of 10 for our complaint handling.
  • 54 customers asked the Financial Ombudsman Service (FOS) to review a decision made by Motability Operations in the year ending 30 September 2018. Of the 54 requests for review by customers, the FOS has found in favour of Motability Operations in relation to 38 of these and 14 are pending the FOSs decision.