Complaints Publication Report

Our approach to Customer Service

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

  • In 2020, the UK Institute of Customer Service (UK ICS) rated Motability Operations as the highest-performing organisation in the UK with regard to customer service, achieving 94.4%
  • Our customer services is UK based and can be reached via a low cost 0330 number – during the year ending 30 September 2020 they took approximately 968,000 calls
  • Vast majority 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 is ready to assist.

Customer Service Data

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.

Our approach to complaints

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.

Period covered Volume of complaints
1 October 2019 – 30 September 2020 2,613

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 2020 we contacted a representative sample of customers who had complained to us between December 2019 and February 2020. They rated us with an overall score of 9.2 out of 10 for our complaint handling.
  • There were 57 customers who asked the Financial Ombudsman Service (FOS) to review a decision made by Motability Operations in the year ending 30 September 2020. Of the 57 requests for review by customers, the FOS has found in favour of Motability Operations in relation to 31 of these and 24 are pending an FOS decision.