Complaints

Personal Mobility Solutions is recognised as one of the leading specialists in the U.K. in the field of providing mobility solutions for those with disabilities and is well equipped to deal with the assessment and provision of a comprehensive range of transport related mobility solutions anywhere in the country.

 

We are committed to providing a high quality service to each and every client. When something goes wrong we will make every effort to resolve any complaints without undue delay.

 

Where you have a query or complaint we ask that you highlight this to us at the earliest opportunity to allow us to assist you. Please contact us with the nature and details of your complaint.

 

In the first stance you should contact the person dealing with your case. You can do this either by telephone, in writing or by email. This is usually the person dealing with your matter. Alternatively, please contact our Customer Service team on 0845 125 9752 or by writing to:- Customer Services, by email (enquiries@pmslonline.com) or by letter (Personal Mobility Solutions Ltd, Cedarmount House, 90a Owlsmoor Road, Sandhurst, Berkshire. GU47 0SS).

 

Once we receive a complaint we follow the process below:

 

We will contact you with an acknowledgement within 5 working days with a unique reference number. Our Customer Service Care team will investigate your complaint and we will provide you with a full response, including any actions that will be taken within 14 working days.

 

Wherever possible we will respond in a shorter timescale. In cases where a full investigation may take a little longer we will let you know the reasons for the delay and a date by which you will receive a response.* Once we have provided you with our response, we will let you know that we consider the investigation closed. If you are dissatisfied with the outcome of your complaint please notify the Service Care team, quoting the original unique reference number.

 

Your complaint will be reviewed by our General Manager and we will provide you with the outcome of this review within a further 20 working days. Where we are unable to resolve your complaint and if we believe that there is nothing further that can be done, we will inform you in writing by email or letter.

 

At this stage, you may wish to take your complaint to the Legal Ombudsman, via e-mail to enquiries@legalombudsman.org.uk or in writing to; PO Box 6806, Wolverhampton. WV1 9WJ

 

* Please note that while we will provide a response within 10 working days, some actions may take longer to complete (e.g. investigating a case that requires interface with a third party such as a supplier).

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