Been there twice in the last two years.
I always start from sending clear, concise and detailed letter to the MB including the chain of the events and describing the issues. I also offer to upload images for their perusal upon request.
It removes any future needs to dig into recordings who said what and when.
I would start with this link:
https://www.motabilityfoundation.org.uk/contact-us/complaint-form/
Sent from a mobile device.
Apologies for briefness and spelling mistakes.
Motability Skoda Enyaq SportLine 85x April 2024 (unhappy customer - Ombudsman pending)
Motability Mazda CX-60 PHEV July 2023 (unhappy customer - early termination on mechanical grounds)
Motability VW Touran Family Pack May 2019 (happy customer)