Published: 7 November 2026. Version 1.0. Policy owner: Mobility UK business management. Review due: 7 November 2027, or earlier following material changes.
How to complain
Email hello@mobility.org.uk with the subject Complaint, or call 0300 555 3555. Give your name, preferred contact method, order or enquiry reference if available, a short account of the problem and the outcome you are seeking. We can discuss reasonable communication adjustments. Please do not send passwords or unnecessary medical records.
Our response targets
We aim to acknowledge a complaint within two working days and provide a substantive response within ten working days. Working days are Monday to Friday, excluding UK bank holidays. These are service targets. If the matter needs longer, we will explain why and give a revised response date.
Investigation and resolution
We will review relevant records, seek information from the people involved and explain our findings and any proposed remedy. Where appropriate, this may include clarification, correcting a record, service improvements or an applicable repair, replacement or refund. Remedies depend on the circumstances and your legal rights.
Escalation
If you are dissatisfied, reply requesting a management review and explain what remains unresolved. Where practicable, a person not responsible for the original decision will review it. We aim to respond within ten working days or provide an updated timescale. We will explain any applicable alternative dispute resolution route in our final response and state whether we are obliged or willing to participate; we do not claim membership of a particular scheme.
Urgent safety and data concerns
For a potentially unsafe product, stop using it where safe to do so and use our product safety reporting route. For a data concern, see Security and Data Protection. Do not wait for the ordinary complaint timescale where urgent action is needed. This process does not limit statutory rights or prevent contact with a regulator or independent adviser.
Records and learning
We will use complaint information to investigate, respond and improve our services, restricting access to those who need it. Retention follows applicable legal and operational requirements. See our privacy information. Business management owns this process.