Our commitment to customer service

At RSA Motability (RSAM) we are committed to going the extra mile for our customers.

If you believe that we have not delivered the service you expected, we want to hear from you so that we can try to put things right. We take all complaints seriously and following the steps below will help us understand your concerns and give you a fair response.

If your complaint relates to a Customer Service or Claims issue that happened on or before 31 August 2023, please contact us on 0300 037 3737.

For complaints related to isses dated 1 September onwards, please go to the Motability website.

What you can expect to happen

Step 1

We aim to resolve your concerns within three business days. Experience tells us that most difficulties can be sorted out within this time. Where we have been able to, we will send you a letter confirming this. We'll also explain how you may be able to refer the matter to the Financial Ombudsman Service if you subsequently decide that you are unhappy with the outcome.

Step 2

In the unlikely event that we are unable to resolve your concerns through out informal complaints process, our Customer Relations team will then review the matter on behalf of our Chief Executive. Once our Customer Relations team have reviewed your complaint they will send you a final decision letter in writing within 8 weeks of the date we received your complaint.

Our Customer Relations Team's contact details are as follows:

RSA Motability
Customer Relations Team
PO Box 6754
New Hall Place
L69 2WH


Our promise to you

We will:

  • Acknowledge all complaints promptly
  • Investigate quickly and thoroughly
  • Keep you informed of progress
  • Do everything possible to resolve your complaint
  • Use the information from your complaint to proactively improve our service in the future.

Once we have reviewed your complaint we will issue our final decision in writing within 8 weeks of the date we received your complaint.

If you are still not happy

If you are still not happy after our Customer Relations Team's review, or you have not received a written offer of resolution within 8 weeks of the date we received your complaint, you may be eligible to refer your case to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent body that arbitrates on complaints. They can be contacted at:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

0800 023 4567 (free from standard landline, mobiles may be charged)
0300 123 9123 (same rate as 01 or 02 numbers, on mobile phone tariffs)


Website: (opens in new window)

You have six months from the date of our final response to refer your complaints to the Financial Ombudsman Service. This does not affect your right to take legal action, however, the Financial Ombudsman Service might not adjudicate on any case where litigation has commenced.

Thank you for your feedback

We value your feedback and at the heart of our brand we remain dedicated to treating our customers as individuals and giving them the best possible service at all times. If we have fallen short of this promise, we apologise and aim to do everything possible to put things right.