Established 1992•Family owned and run in Stockport
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If something has gone wrong, please tell us. At A6 Mobility Shop, we want customers to feel properly looked after before, during and after a purchase.
We have been serving customers in Stockport since 1992, and if something has gone wrong, we would rather know about it and have the opportunity to put it right.
This policy explains how to raise a complaint with us, what information can help us investigate it and how we will approach resolving it.
If you are unhappy with a product, service, repair, installation, delivery or any other part of your experience with A6 Mobility Shop, please contact us and explain what has happened.
Please telephone us in the first instance. You can also make a complaint in writing to the address below.
You do not need to use formal legal language or follow a complicated process.
A clear explanation of what has happened is enough for us to start looking into the matter.
Get in touch
To help us understand the issue, please provide as much relevant information as you reasonably can.
Please do not worry if you do not have every piece of information.
We can still discuss the problem with you and determine what information is actually needed.
This might include:
We will review the information you provide and look into what has happened.
Some complaints can be dealt with very quickly.
Others may require more investigation, particularly where equipment needs to be inspected or we need information from a manufacturer or supplier.
We will aim to deal with complaints as promptly as reasonably possible and keep you informed where further investigation is required.
Depending on the issue, that may involve checking:
Our aim is to establish what happened and reach a fair and reasonable outcome based on the information available.
That means we may need to speak with members of our team who were involved, review records or inspect the equipment concerned.
We will not assume that either the customer or a member of staff is at fault before we have looked at the circumstances.
Where further information is needed from you, we will explain what we need and why.
If your complaint relates to a fault with mobility equipment, it may be necessary for us to inspect the product before deciding the appropriate next step.
A6 Mobility Shop has its own in-house engineering team and provides repairs and servicing for mobility scooters, powerchairs, stairlifts, wheelchairs, riser recliner chairs and other mobility equipment.
Where appropriate, an engineer may inspect the equipment to help determine:
Any warranty provided with a product is separate from your statutory consumer rights. Nothing in this policy removes or restricts those rights.
If you believe a repair or service has not resolved the problem, or you are unhappy with work carried out by us, please contact us.
We may need to inspect the equipment again, review the original repair and look at the work that was carried out.
Where appropriate, we will explain what we have found and what options are available.
This might include further diagnostic work, corrective work or another appropriate solution depending on the circumstances.
Do not assume that a recurring fault necessarily means the original repair was carried out incorrectly. Mobility equipment can develop separate or additional faults, so we may need to inspect the equipment before reaching a conclusion.
If something arrives damaged, incomplete or different from what you expected, please contact us as soon as reasonably possible.
Providing photographs can be helpful where the complaint relates to visible damage.
If the equipment has been delivered and set up by A6, we may also check the delivery or setup records as part of our investigation. Our Returns & Refunds and Delivery, Installation, Setup & Home Demonstrations pages provide further information.
If your complaint relates to a stairlift survey, quotation, installation, repair or servicing, please contact us directly.
Because A6 carries out stairlift work through its own team, we can review the relevant survey, quotation, installation or engineering records where necessary.
We may need to inspect the stairlift or speak with the engineer involved before giving you a complete response.
Where manufacturer input is required, we may also need to contact the manufacturer or supplier as part of the investigation.
If your complaint relates to the way you have been treated by a member of our team, please tell us what happened.
We will review the circumstances and speak to the people involved where appropriate.
We expect customers to be treated politely, respectfully and fairly. If that has not happened, we want to know.
The appropriate resolution will depend on the individual circumstances.
Where justified, possible actions may include:
This does not mean that every option will be appropriate in every case.
We will consider the circumstances before deciding what action should be taken.
If you are unhappy with our initial response, please tell us why.
We would rather have the opportunity to review the issue again than leave a customer feeling that something has been overlooked or misunderstood.
If there is additional information we have not previously seen, please provide it.
We will review the complaint again where appropriate and consider whether our original decision should change.
If your complaint relates to the way A6 has collected, stored or used your personal information, please contact us so that we can investigate. You can also read our Privacy Policy.
You may also have the right to raise a concern with the Information Commissioner's Office.
Nothing in this complaints policy is intended to remove or reduce any rights you may have under UK consumer law.
Our Returns & Refunds, Warranty & Aftercare and Terms & Conditions pages provide further guidance on how A6 handles these situations.
Depending on the circumstances, your rights may be different for:
We want the complaints process to be straightforward.
If you find it difficult to make a complaint in writing, please telephone us.
You are also welcome to ask a family member, friend, carer or representative to help you explain the issue.
Where necessary, we will do what we reasonably can to make the process easier to use. You can also read our Accessibility Statement.
Nobody wants something to go wrong.
But when it does, a complaint can highlight something that needs correcting or improving.
If a complaint identifies a recurring issue, unclear information or a process that could be improved, we want to learn from it.
This is particularly important when customers rely on mobility equipment as part of their day-to-day independence.
If you need to raise a complaint, please contact us using the details here.
Please provide a brief explanation of the issue and any relevant order, invoice, repair or product information you have available.
We will then look into the matter and explain the next steps.
We cannot promise that every complaint will result in the outcome a customer originally requests.
What we can do is look at the circumstances, consider the available information and explain our response as clearly as possible.
If something has gone wrong, we would rather you tell us.
That gives us the opportunity to understand the problem and, where appropriate, put it right.
Last reviewed: 9 November 2026
Stockport's family run mobility specialists since 1992. Scooters, stairlifts, riser recliners and more, with honest advice and no pushy sales.
