Complaints Publication Report

Our approach to Customer Service

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

  • In 2019, 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 93.7%
  • Our Customer Services team is UK based and can be reached via a low cost 0300 number
  • 81% of calls made to our Customer Services team are answered within 20 seconds
  • The 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 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 2019
  • Motability Operations has a customer base of circa 633,900 (PWSS & Car)
  • Motability Operations processed 239,233 applications to join the Scheme in the year ending 30 September 2019

Our approach to complaints

Customer’s are at the heart of everything we do. However, if things can 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 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 2018 to 30 September 2019.

Period covered Volume of complaints
1 October – 30 September 2019 2,287

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 2019 we contacted a representative sample of customers who had complained to us between December 2018 and February 2019. They rated us with an overall score of 8.6 out of 10 for our complaint handling.
  • 50 customers asked the Financial Ombudsman Service (FOS) to review a decision made by Motability Operations in the year ending 30 September 2019. Of the 50 requests for review by customers, the FOS has found in favour of Motability Operations in relation to 19 of these and 29 are pending the FOSs decision.