Complaints Policy

Purpose and scope

Mobility Connect Ltd is committed to dealing with customer concerns fairly, promptly and consistently. This policy explains how customers and prospective customers can complain, how complaints are investigated, what timescales apply, and what escalation routes may be available.

The policy is intended both as a customer-facing website policy and as evidence of Mobility Connect's complaints-handling arrangements for finance providers, insurers, auditors and other due-diligence counterparties.

It covers complaints about Mobility Connect's own products, services, staff and actions, including:

• sales and product information;
• delivery and demonstration;
• product quality, faults and suitability concerns;
• repairs, servicing and aftercare;
• Platinum Plus services;
• communication, customer service and staff conduct;
• our credit-broking activities and the parts of the finance journey for which Mobility Connect is responsible; and
• insurance-related work or insurance distribution activity where the complaint concerns Mobility Connect's own actions, for example work we have carried out on an insurance repair.

Where the complaint is solely about a decision or service provided by a separate lender or insurer – for example a lender's credit decision or an insurer declining a claim – the complaint may need to be handled by that organisation. Section 7 explains how we deal with this.

What we mean by a complaint

A complaint is an expression of dissatisfaction about a product, service, action or failure by Mobility Connect where the customer wants the matter considered or put right. A customer does not need to quote this policy or use the word “complaint”.

A routine request for information, repair booking or service update will not automatically be treated as a complaint unless dissatisfaction is expressed or the circumstances otherwise indicate that complaint handling is appropriate.

Regulated complaints

For complaints within the scope of the FCA complaint-handling rules, an oral or written expression of dissatisfaction can amount to a complaint where the relevant FCA criteria are met. Such a complaint will not be disregarded simply because it was made by telephone or in person.

How to make a complaint

Complaints can be raised by email, post, telephone or in person. For formal complaints, we recommend email or post because this creates the clearest record of the issues raised and the outcome requested.

Preferred formal complaint routes

If a complaint is made by telephone or in person, the member of staff receiving it should record the complaint in the CRM and ensure it is passed to the appropriate complaint owner. Where an FCA-regulated complaint is made orally, it will be treated as a regulated complaint if the FCA criteria are met.

It is helpful, but not mandatory, for a customer to provide the following:

• their name and contact details;
• order number, postcode or other information that helps us identify the account;
• what happened and when;
• what they believe went wrong;
• any relevant photographs, documents or correspondence; and
• what outcome they would like us to consider.

Making a complaint is free of charge.

What happens when we receive a complaint

4.1 Logging and ownership

Formal complaints are logged against the customer record in our CRM. The record should include the date received, the issues raised, the complaint owner, investigation activity, communications, outcome and closure date.

The Aftercare Manager normally owns formal complaints. If the complaint concerns the Aftercare Manager personally, or there is another conflict of interest, another Director should take ownership or oversee the investigation.

4.2 Acknowledgement

We aim to acknowledge formal complaints within 3 working days. The acknowledgement will normally confirm that the complaint has been received, identify any information we still need, and explain the expected next steps.

4.3 Resolution target

We aim to resolve complaints as quickly as possible and, where possible, within 15 working days. Some matters require technical inspection, third-party information, manufacturer input, finance or insurance liaison, or a more detailed review and may therefore take longer.

If a complaint cannot be concluded within our normal service target, we will keep the customer appropriately updated. Where FCA complaint-handling rules apply, the regulatory timescales in section 8 take precedence.

Investigation and decision-making

Complaints will be considered fairly and on their individual facts. Depending on the issue, the investigation may include reviewing:

• the original order form and sales notes;
• CRM records and previous customer communications;
• recorded telephone calls, where still available or retained for the complaint;
• delivery and demonstration information;
• workshop records, engineer reports and test results;
• photographs or videos supplied by the customer;
• manufacturer or supplier information;
• finance or insurance correspondence relevant to Mobility Connect's role; and
• the applicable terms and conditions, warranty terms, statutory rights and regulatory requirements.

We may contact the customer for clarification or further evidence where this is reasonably necessary. We will not require information that is disproportionate to the issue being investigated.

The complaint handler should consider both the immediate customer outcome and whether the complaint identifies a wider issue that requires corrective action.

Complaint outcomes and remedies

The outcome will depend on the facts of the individual complaint and the customer's legal and contractual rights. Where appropriate, a resolution may include:

• repair or further technical inspection;
• corrective or repeat work;
• replacement or exchange;
• refund or partial refund;
• an explanation or apology;
• a goodwill gesture where appropriate;
• another proportionate remedy; or
• no further action where the complaint is not upheld.

Not every remedy will be available in every case. Any statutory remedy will be considered separately from discretionary goodwill.

Written final response

For formal complaints, Mobility Connect will provide a written final response when the investigation is complete. It will normally summarise the complaint, explain what we have considered, state whether the complaint is upheld in full, upheld in part or not upheld, set out any remedy or action, and explain any applicable escalation rights.

Internal escalation

More serious or unresolved complaints may be reviewed by another Director who was not directly involved in the original complaint handling. This is not intended to create an additional mandatory stage for every complaint, but it is available where a second-level review is appropriate.

Finance and insurance complaints

Mobility Connect acts as a credit broker and may also be involved in arranging insurance or completing work connected with an insurance claim. The correct complaint handler depends on what the complaint is actually about.

Where the complaint is about Mobility Connect

We will investigate complaints about our own conduct, including complaints about the information we provided, our credit-broking activity, how we handled an application or cancellation, our communication, or work carried out by Mobility Connect in connection with an insurance repair.

Where the complaint is about the lender or insurer

If the complaint concerns an action or decision for which a separate finance provider or insurer is responsible – for example a lending decision, finance agreement administration or an insurer's claim decision – we may direct or promptly forward the complaint, or the relevant part of it, to that organisation and explain this to the customer.

Where Mobility Connect and another regulated business may both be responsible for different parts of a complaint, we will deal with the part for which we are responsible and may forward the other part to the appropriate organisation.

FCA-regulated complaints

Where a complaint falls within the FCA Dispute Resolution: Complaints rules (DISP), the FCA requirements apply in addition to our normal service standards.

Complaints resolved by the close of the third business day

If an FCA-regulated complaint is resolved by the close of the third business day following the day it was received, and the customer has indicated acceptance of our response, we will send the customer a written summary resolution communication where required. This confirms that we consider the complaint resolved and explains that the customer may still be able to refer the matter to the Financial Ombudsman Service if they later become dissatisfied.

Complaints not resolved within three business days

If an FCA-regulated complaint is not resolved within that period, we will send a prompt written acknowledgement. The acknowledgement will confirm that we are dealing with the complaint and explain the applicable response timescale.

Eight-week regulatory deadline

For the FCA-regulated complaints relevant to Mobility Connect, we will normally send a final response no later than 8 weeks after receiving the complaint. If we are not in a position to provide a final response within the applicable regulatory period, we will send the customer the written information required by the FCA rules, including the reason for the delay and any applicable Financial Ombudsman Service rights.

Where a specific regulated complaint is subject to a different statutory or FCA timescale, that specific requirement will apply.

Regulated final responses

Where Financial Ombudsman Service rights apply, the final response will include the information required by the FCA rules, including whether the complaint has been accepted or rejected, any redress or remedial action, the customer's right to refer the complaint to the Financial Ombudsman Service, the relevant time limit, and the Ombudsman information/leaflet required at that time.

Financial Ombudsman Service

If a complaint concerns a regulated financial service and the customer is eligible, they may be able to refer the complaint to the Financial Ombudsman Service free of charge after receiving our final response, or in other circumstances permitted by the FCA rules.

In most cases, an eligible customer must refer the complaint to the Financial Ombudsman Service within 6 months of the date of the final response. Limited exceptions can apply.

Not every complaint about a mobility product, repair or customer service issue falls within the Financial Ombudsman Service's jurisdiction. Where the Ombudsman route applies, our final response will explain this.

Vulnerable customers and reasonable adjustments

Mobility Connect recognises that a customer may need additional support because of health, disability, learning or communication difficulties, bereavement, financial difficulty or other circumstances.

We will make reasonable adjustments to the complaints process where possible. This may include:

• allowing a family member, carer or other authorised person to assist;
• using an agreed communication method;
• providing additional time or clearer explanations;
• explaining an outcome verbally as well as in writing; and
• taking account of relevant support needs when arranging inspections, collections or other complaint-related activity.

Customers should tell us if there is anything reasonable we can do to make the complaints process easier for them.

Representatives and complaints made on behalf of someone else

A complaint may be made by a parent, guardian, carer, family member, solicitor or other representative. Where appropriate, we may ask the customer to confirm that the representative is authorised to act or receive information on their behalf before discussing personal or account information.

We will apply this requirement proportionately and will take particular care where the customer may need support to communicate or provide authority.

Data protection complaints

Complaints specifically about privacy, personal information or data protection are handled under Mobility Connect's separate Data Protection Complaints Procedure. This includes complaints about access to personal information, privacy rights, data sharing, marketing data, call recordings or suspected personal data breaches.

Data protection enquiries and complaints can be sent to [email protected]. Where a wider customer complaint includes a data protection issue, the relevant elements may be handled under both procedures so that the correct legal requirements are met.

Complaint records, monitoring and improvement

Formal complaints are recorded in our CRM. Complaint records are normally retained for 6 years after closure, subject to any longer legal, regulatory, insurance or litigation requirement.

Complaint records may include:

• the date and method of receipt;
• the customer and order details;
• the issues raised and requested outcome;
• whether the complaint involves regulated finance or insurance activity;
• relevant vulnerability or reasonable-adjustment information where necessary;
• investigation notes and supporting evidence;
• communications and updates;
• whether the complaint was upheld, partly upheld or not upheld;
• redress, remedial action or goodwill provided; and
• the date and method of closure.

Monitoring and root-cause analysis

Mobility Connect will periodically review complaint themes and outcomes to identify recurring problems, product issues, communication weaknesses, training needs or process failures. Where appropriate, corrective action may include changes to staff training, sales or aftercare processes, product controls, supplier/manufacturer escalation, documentation or customer communications.

Complaints falling within FCA reporting requirements will be recorded and reported as required by the applicable regulatory rules.

Confidentiality and personal information

Complaint information will be handled confidentially and accessed only by staff or service providers who reasonably need it for complaint handling, legal, regulatory, insurance, audit or related purposes.

Personal information processed during complaint handling will be handled in accordance with Mobility Connect's Privacy Notice. Relevant records may be shared with finance providers, insurers, manufacturers, professional advisers, the Financial Ombudsman Service, regulators or other bodies where this is necessary and lawful.

Statutory rights and external advice

Using this complaints process does not remove or reduce any statutory rights a customer may have, including rights that may arise under the Consumer Rights Act 2015 or other applicable consumer law.

A customer may seek independent advice about their consumer rights from Citizens Advice or another appropriate adviser. The availability of the Financial Ombudsman Service is separate and applies only where the complaint falls within its jurisdiction.

Review and contact details

This policy is effective from October 2026 and will be reviewed no later than October 2027, or earlier if there is a material change to legislation, FCA rules, our finance or insurance arrangements, or our complaints-handling processes.

Mobility Connect Ltd is authorised and regulated by the Financial Conduct Authority for credit-broking activities. Firm Reference Number: 723706.

This policy should be read alongside our Customer Privacy Notice, Data Protection Complaints Procedure, Terms & Conditions, Cancellation, Delivery & Refund Policy and Warranty & Aftercare Policy where applicable.