Customer Services

Our commitment to you

We are committed to providing a high-quality service to all our customers.  If you have a complaint about our services, we want to hear from you about it and we will do our best to correct it or provide a resolution.

We aim to:

  • Handle complaints promptly, fairly, efficiently, effectively and in a consistent manner throughout.
  • Use complaints constructively in future planning and improvement of all our services.

How to make a complaint:

You can make a complaint

Horizon Mobility Ltd
Formal Industrial Park, Northway Lane,
Tewkesbury, Gloucestershire, GL20 8GY

What will happen next?

  • We will acknowledge receipt of your complaint within 2 working days of receiving it.
  • We will send you a detailed response within 14 working days of receiving your complaint.  We will notify you if we are unable to give you a detailed response within those 14 working days.
  • If you are not satisfied with our response you may contact our Managing Director about your complaint using the email address
  • If you are still not satisfied with our response, you may contact the British Healthcare Trades Association (BHTA) for mediation (and ultimately arbitration) and, as a member, we will participate in this process.

BHTA can be contacted at:  New Loom House, Suite 4.06, 101 Back Church Lane, London E1 1LU Tel: 020 7702 2141 Email: Web:

Complaint Form

Please send us details about the incident you would like to report. Our Complaint Center will analyze your complaint and take the appropriate measures.
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