Cookies and Privacy Policy

Privacy Notice

Maintaining the security of your data is a priority for Motability Operations Limited (“Motability Operations”, “we”, “our”, “us”), and we are committed to respecting your privacy rights. We are also dedicated to ensuring that your data is processed lawfully and fairly and being transparent about what data we collect about you and how we use it.

This privacy notice describes how we collect and use your personal information and the procedures we have in place to protect your privacy.  

What personal data do we collect?

Our main reason for collecting personal information is to provide you with the information or services that you have requested and improve the service and experiences that you and users of the website expect from us.

We will collect, store, and use the following categories of personal information about you:

  • Information you share with us: for example you provide information to us when you complete any online form. Through these interactions you may share with us your personal details (e.g. name and date of birth); contact details (e.g. address, telephone number (including mobile number) and email address); your communication and contact preferences, as well as any other personally identifiable information you include in your interactions with us.
  • Other publicly available data: including any information you have shared via a public platform (such as a Twitter feed or public Facebook page).
How we use it

Motability Operations uses your personal data:

  • to respond to your queries and requests;
  • to communicate with you;
  • to verify your identity in our record system;
  • with your consent, to contact you with marketing and promotional information, details of mfldirect news, and changes to and developments within mfldirect;
  • to allow us to improve user experience;
  • for statistical purposes:
  • to comply with legal and regulatory requirements;
  • for crime and fraud prevention, detection and related purposes;
  • where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests;

We may also use your personal data in the following situations, which are likely to be rare:

  • Where we need to protect your interests (or someone else's interests).
  • Where it is needed in the public interest or for official purposes.

If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Who we share it with

We may share your personal data with third parties as set out below:

  • companies or organisations that we have engaged to provide services on our behalf;
  • third parties that assist us understanding how our website works by setting cookies on our websites (more information on this can be found in our cookies policy below);
  • any law enforcement agency, court, regulator, government authority or third party where we believe this is necessary to comply with a legal or regulatory obligation, or otherwise protect our rights or the rights of any third party; and
  • providers of back-up and storage services and other providers that we need to provide the services.

All our third party service providers are required to take appropriate security measures to protect your personal information. We do not allow our third party service providers to use your personal data for their own purposes. We only permit them to process your personal information for specified purposes and in accordance with our instructions.

How we protect your data

Motability Operations is committed to keeping your personal information safe and secure. Our security measures include:

  • Security controls which protect Motability Operations infrastructure from external attack and unauthorised access;
  • Regular cyber security assessment and business continuity exercises to ensure we are ready to respond to cyber security attacks and data security incidents;
  • Internal policies and procedures relevant to data and data security including Data Protection Impact Assessments (“DPIA”).

In addition, we limit access to your personal information to those employees, agents, contractors and third party service providers who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

Data retention

We will only retain your personal information for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting purposes and in line with our internal policies. Further information in relation to data retention may be obtained by contacting the Data Protection Officer.

Your rights relating to your personal data

You have the following rights:

  • the right to ask what personal data we hold about you at any time;
  • the right to ask us to update and correct any out-of-date or incorrect personal data (rectification), erase or restrict the processing of personal data that we hold about you;
  • the right to object to processing of your personal information where we are relying on a legitimate interest and there is something about your particular situation which makes you want to object to processing on this ground.
Opting Out

If you want to opt out of receiving MFL Direct news and/or updates on changes or developments to mfldirect you can do so by following the opt out links on any communications sent to you. Alternatively, contact us on 0370 600 0288 to opt out.

Data Protection Officer

We have appointed the Head of Legal & Secretariat to oversee compliance with this privacy notice. If you have any questions about this privacy notice or how we handle your personal information, please contact the Data Protection Officer (DPO) by writing DPO at Motability Operations Limited, City Gate House, 22 Southwark Bridge Road, London SE1 9HB.

You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues. The ICO can be contacted on 0303 123 1113 or via the website at

Changes to this privacy notice

We reserve the right to update this privacy notice at any time, and we will provide you with a new privacy notice when we make any substantial updates. We may also notify you in other ways from time to time about the processing of your personal information.


Information about cookies

Our website uses a small number of cookies to distinguish you from other users of our website. By continuing to browse the site, you are agreeing to our use of cookies.

Cookies are small text files that are placed on your computer by websites that you visit. They are stored on your computer to collect information about the general use of the site in order to make the website work, or work more efficiently and to provide statistical data about users' browsing actions and patterns.

What types of cookies does the Website use?

We use cookies to (a) remember your browsing preferences when you visit the site that can give you a better experience and (b) to collect anonymous statistical information about the way you use the Website so that we can improve the way the Website works; and (c) to display interest-based advertising, also referred to as personalised or targeted ads.

These cookies are used on most web sites. None of your personal details are held in these cookies. The table below sets out details about the cookies we use and why.




Google analytics



These cookies are used to collect information about how visitors use the Website. We use the information to compile reports to help us improve the Website. The cookies collect information in an anonymous form, including the number of visitors to the Website, where visitors have come to the site from and the pages visited.

Please visit Google for further details on Cookies & Google Analytics

Content management system cookie


This cookie is set by our content management system on a small number or browsers, upon arrival to the Website.

These cookies are used to store user specific information and maintain a session state for you. This allows us to remember your preferences when you view the site. Some functions of the Website depend on these cookies and may not properly work, or at all, if they are disabled.

Content management system cookie





These cookies determine the method through which the dealer is managed and interacted with by mfldirect.

If it is disabled, the user will not receive such a personalized service, however they will still be able to access all areas of the website.

Content management system cookie





These cookies are used by the content management system for security purposes and to check for updates.

These cookies do not store user specific information and are required by the content management system for operation of the site.

Anti-DDOS service cookie



These cookies are used by our Anti-DDOS service.

These cookies do not store user specific information and are required by for operation of the site.

Anti-DDOS service cookie


This cookie is used by some of our sites to assist with load balancing between our web servers.

These cookies do not store user specific information and are required by the content management system for operation of the site.


Updating your settings

You do not need to allow your browser to accept cookies in order to browse much of our Website. If cookies are disabled then although the core features of the Website will work some of the functionality of the Website may be affected.

To disable cookies select ‘Tools / Internet Options / Privacy’ from your Internet browser then select the ‘override automatic handling’ option from the advanced settings dialogue box.

To find out more about the way cookies work, how to see what cookies have been set and how to manage and delete them, visit

Other Terms


Any changes we may make to our Privacy and Cookies Policy in the future will be posted on this page. If we make a change to this policy, the change will take effect on the date that we post it on this page.

How to contact us about privacy issues

Questions, comments and requests regarding this Cookies and Privacy Policy are welcomed. Please use the Feedback Form or alternatively contact us at You have the legal right to a copy of all the personal information about you held by us. You also have the right to correct any errors in that information.