Complaints Procedure

We are committed to providing an excellent standard of service to all our customers and we want you to be entirely satisfied with the service you receive. 

Informing us when you are not happy with the service you experience gives us the opportunity to put matters right for you and to improve our service in the future for all our customers.

Our commitment to customers

 We aim to ensure that:

  • Making a complaint is as easy as possible
  • We treat your complaint seriously
  • We deal with your complaint promptly and in confidence
  • We learn from complaints and use them to review and improve our service 

What is a complaint?

A complaint is when you tell us you are not happy about the service we provide.  It can be about anything and could include:

  • When we do not deliver a product on time
  • When we give you the wrong information
  • When you receive a poor quality service
  • When you have a problem with a member of staff
  • When you have a problem with a product

How to make a complaint

If you wish to make a complaint you can contact us in any of the ways listed below.

By email at richard@mobile-mobility.co.uk

In writing to Richard Hall at:

Mobile Mobility Limited
Unit B4 Winchester Avenue Industrial Estate
Blaby
Leicester
LE8 4GZ 

By phone to Richard Hall on 0116 278 4422

By fax to Richard Hall on 0116 278 5858

In person at our showroom at Blaby 

If a complaint is made by phone or in person, Mobile Mobility Limited will make a written record of the complaint and provide a copy of the written record within three working days.

All complaints will be acknowledged within three working days of receipt and you will be provided with a contact name for your complaint.

Mobile Mobility Limited will keep the complainant informed about the progress of the investigation. Mobile Mobility Limited aim to investigate and resolve all complaints within 28 working days.

We refer all product related claims to the manufacturer and also Leicestershire Trading Standards for their advice and guidance.  In certain cases, the manufacturer may ask us to provide photographic evidence of the issue or to return the product to them so they can carry out their own investigation.

If the complainant is not satisfied with the outcome of the complaint you have the right to refer the complaint to:

Citizens Advice consumer service
PO Box 833
Moulton Park
Northampton
NN3 0AN

Alternative Dispute Resolution (ADR) Service

Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0117 881 2929 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/ 

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