Last reviewed: 9 November 2026
Our commitment
If something goes wrong, we want to hear about it and put it right quickly, fairly and in plain language. Mobility Disabled is a small family-run business, so you will deal directly with the people who sold and delivered your vehicle.
This policy covers anyone who has bought, part-exchanged, reserved or enquired about a wheelchair accessible vehicle (WAV) from us, including delivery, handover, aftersales support and any repair we arrange. It does not affect your statutory rights.
How to make a complaint
You can complain in whichever way suits you best:
- Phone: 0333 200 8593 | 07305 049640 | 01454 412110 — if we are out on a delivery, leave a message and we will call back the same or next working day
- Email: sales@mobilitydisabled.co.uk
- Post or in person: Mobility Disabled, Kington Garage, Thornbury, Bristol, BS35 1NH
It helps if you can tell us:
- your name and the best way to contact you
- the vehicle registration and roughly when you bought it
- what has gone wrong, and when it started
- what you would like us to do to put it right
- any photos, videos or paperwork (for example a garage report)
A family member, carer or friend can complain on your behalf with your permission.
If the vehicle feels unsafe — for example a problem with the ramp, lift, winch, tie-downs or seatbelts — please stop using it and phone us straight away. Within our delivery area (roughly 100 miles) we will arrange to collect it.
What happens next
We aim to resolve most complaints within 5 working days.
| Stage | What we do | When |
|---|---|---|
| Acknowledge | Confirm we have your complaint and who is dealing with it | Within 1 working day |
| Investigate | Talk it through with you, inspect the vehicle or arrange a garage check if needed | As soon as possible |
| Respond | Explain what we found and what we will do to put it right | Within 5 working days |
| Update | If we need longer (for example waiting for parts or a specialist), tell you why and when to expect an answer | At least every 5 working days |
| Final response | Send our final written decision | Within 8 weeks at the latest |
If you are happy with our response, we will confirm in writing what has been agreed.
Vehicle faults and your rights
Under the Consumer Rights Act 2015, a vehicle bought from us must be of satisfactory quality, fit for purpose and as described. For a used vehicle, its age, mileage and price are taken into account, and normal wear and tear is not a fault.
| Time since you took the vehicle | Your rights |
|---|---|
| Up to 30 days | You can reject the vehicle for a refund if it is faulty |
| 30 days to 6 months | We get one chance to repair or replace. If that fails, you can ask for a price reduction or reject it for a refund (a deduction may be made for the use you have had). A fault is presumed to have been there at delivery unless we can prove otherwise |
| After 6 months | The same remedies apply, but you may need to prove the fault was present when you took the vehicle |
When a fault is reported, we will:
- Talk it through with you and ask for any photos or details.
- Inspect the vehicle, collecting it if you are within our delivery area.
- Repair it through a trusted local garage or the conversion specialist, at no cost to you where the fault is covered.
- Return the vehicle and confirm the work done in writing.
Warranty claims are handled under the terms of your warranty, which sit alongside — not instead of — your statutory rights.
If you're still not satisfied
If we cannot agree, our final response letter will explain our position and your next options.
- AA Approved Dealership: as part of the AA Dealer Promise and Trading Standards you have access to their resolution service. The AA can facilitate mediation through the National Conciliation Service (NCS), free of charge, provided it is within 12 months of raising your concerns with us here at Mobility Disabled. Here is the link to their web site to explain how they can assist you Dealer complaints | AA Cars
- Citizens Advice Consumer Helpline: 0808 223 1133 — free, independent advice on your rights.
- Vehicles bought on finance: if we have acted as a credit broker for a finance agreement on your behalf you may also complain to the finance company. If they cannot resolve it, you can go to the Financial Ombudsman Service.
- Small claims court: a last resort for claims that cannot be settled any other way.
Accessibility and support
We will make whatever adjustments you need to raise a complaint comfortably.
- We can talk by phone, email, text or letter — whichever you prefer.
- We can visit you at home to see the problem in person.
- We can provide this policy and our letters in large print on request.
- You can have a family member, carer or advocate speak for you.
Making a complaint will never affect how we treat you or any future service from us.
Records, privacy and review
We keep a written log of every complaint, what we did and how it was resolved, and use it to improve our vehicles and service.
Any personal information you give us is used only to deal with your complaint and is handled in line with UK data protection law. Mobility Disabled is registered with the Information Commissioner's Office (registration number ZB124121).
This policy is reviewed every year.