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Complaints

Motability Foundation complaints

Complaints are important feedback and allow people to get in touch with us, tell us what has happened and how we can improve.

Our stakeholders and grant recipients have the right to complain if they are not satisfied with our service or feel they have been treated unfairly.

People who are not satisfied with a grant award decision should ask for a review in the first instance, rather than submitting a complaint. For information on our review process visit our Reviewing a funding decision page. 

Motability Scheme complaints

Complaints about lease agreements with the Motability Scheme or the service provided by Motability Operations Ltd should be directed to Motability Operations Ltd. This is because the legal agreement is between the customer and Motability Operations.

When we will not address a complaint

We may refuse to address a complaint that we consider to be vexatious, malicious or motivated by discriminatory behaviours.

We may refuse to consider or to consider further a complaint submitted by a person determined to be an unreasonably persistent complainant.

What is a complaint?

Complaints about the Motability Foundation cover any part of our service or organisation:

  • Grants to individuals.
  • Grants to organisations.
  • Eligibility to access the Motability Scheme.
  • Customer service.
  • A member of Motability Foundation staff.
  • An introduction made by the Motability Foundation to Motability Operations.

How to make a complaint

Complaints can be made by phone, by email, post or by completing our complaints form.

Our response

Our complaints are handled by our Complaints team. We will:

  • Acknowledge all complaints within three working days in writing or by telephone.
  • Review the complaint in full.
  • Investigate the issues raised thoroughly.
  • Keep you updated on progress.
  • Aim to fully resolve the complaint and communicate a response within 30 days.
  • Learn from the feedback.

If it is not possible to communicate a final response within 30 days, we will contact you to explain why.

Once the complaint has been resolved, we will send you a Final Response Letter. This will outline:

  • Details of the investigation.
  • The outcome of the complaint.
  • Next steps (if applicable).

Escalating a complaint

If you are not satisfied with the resolution of your complaint in the Final Response Letter, you can escalate your complaint. You can do this by phone, email or post:

Escalated complaints are considered by the Motability Foundation Complaints Panel.

The Panel will address: 

  • Complaints related to service delivery, conduct, or policy interpretation. 
  • Complaints arising from grant funding decisions.

The Panel will review the complaint and gather any relevant information they need to consider it.

The Panel will then provide a final decision and commentary on their rationale. This will be communicated in writing to the complainant by the Complaints team, along with any next steps.

If the Panel is unable to reach a decision, they will refer the complaint to Governors for consideration and input before responding. The Governors decision will be final.

Complaints about individuals

Complaints about members of staff are treated as “customer service” complaints and will be handled using the process above. There are two exceptions:

  • Any complaints received about a member of the Complaints team will be considered by the Complaints Team Manager.
  • Where the Chief Executive Officer is the subject of the complaint the matter will be referred to Governors for consideration.