Complaints publication report 

Our commitment to Customer Service

At Motability Operations Limited (Motability Operations) we are committed to delivering good customer outcomes and service excellence. Our goal is to make every customer interaction as straightforward, helpful, and positive as possible.   

• Our latest customer satisfaction index (CSI) survey shows that customers rate Motability Operations 9.6 out of 10 for overall satisfaction

• In 2025, the UK Institute of Customer Service (UK ICS) rated Motability Operations as the highest-performing organisation in its sector for customer service, with a score of 91.5%

• All our customer services teams are UK based, and we offer multiple ways for customers to contact us, including a low cost 0300 number

• 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, our dedicated team of account managers is ready to assist

Customer Service Data 

• During the year ending as at 30 September 2025, our customer services team handled in excess of 1,600,000 customer contacts

• Motability Operations has embraced technology to enhances its customer services provision over the past 12 months

• Customer base of more than 890,000

• Motability Operations processed 331,107 applications to join the Scheme in the year ending 30 September 2025

Our approach to complaints

While we strive for excellence in everything we do, we understand that sometimes things can go wrong. When that happens, we encourage our customers to let us know so that we can put things right quickly and fairly.

We have robust processes in place to ensure every complaint is handled promptly, thoroughly, and with care. You can read more about our complaints process on the Motability Scheme website:
www.motability.co.uk/get-support/contact/complaints/

Regulatory reporting 

In accordance with Financial Conduct Authority (FCA) requirements, consumer credit firms with limited permissions must publish annual data on the number of reportable complaints received.

Motability Operations’ financial reporting period runs from 1 October to 30 September.

Learning from complaints 

We value every piece of feedback we receive. Lessons learned from complaints play a vital role in improving our processes, training, and customer experience.

Our continuous improvement activities include:

• Proactive and reactive service reviews to identify improvement opportunities

• Implementing process changes following individual complaint reviews

• Conducting root cause analysis to reduce high-volume complaint areas

• Educating and informing customers to help prevent recurring issues

• Encouraging employee ideas to enhance service quality and efficiency

Customer satisfaction levels with our complaint handling

We regularly seek feedback from customers who have submitted complaints to ensure we continue to improve.

In April 2025, we surveyed customers who had complained between December 2024 and February 2025. They rated us 9.1 out of 10 for overall satisfaction with how we handled their complaint.