Found the online process to renew mobility exemption very difficult. Email process not very user friendly and takes a lot of staff time. Did manage to get the pass after several emails and 3 phone cal... See more
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Review summary
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Reviews shaping this summary
I would have given one star because it is exorbitantly expensive. However: the process itself is flawless and it is hands down the cleanest motorway I have ever travelled on. No trash on the sides,... See more
Company replied
The M6 toll is a great motorway to use, but what isn't great is the exorbitant cost of using it. I was charged £19.50 earlier this month for driving my Vauxhall Astra (without a trailer or roof rack).... See more
Company replied
Misread my vehicle and charged higher price with trailer . Had to fill in forms and then a wait for refund for only the difference . Considering the time a trouble taken with the complaint , I thin... See more
Company replied
Company details
Written by the company
The M6toll isn’t just a road. It’s a stress-busting, time-saving, congestion-free escape route. A gateway to gigs, a protector of business meetings, even a shortcut to your own bed. An M6-alternative that ensures everyone can reach their destination relaxed, recharged and ready for what lies around the next corner. Simply put, the M6toll is the most reliable and smart route through the Midlands and a sure-fire way of making lighter work of long journeys.
Contact info
Operations Centre, Express Way, Weeford, WS14 0PQ, Lichfield, United Kingdom
- 03306600790
- customer.services@m6toll.co.uk
- m6toll.co.uk
3.4
Average
596 reviews
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Replied to 93% of negative reviews
Typically replies within 24 hours
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A quick and precise answer to my query.
18 June 2026
Reply from M6toll
Hi John. Thank you for your review and your kind words. Should you require anything else, do not hesitate to contact customer services Kay@M6toll
Classifications are misleading and profiteering!
The classification of vehicles is misleading. Our VW van which is a Class 2 vehicle is viewed by the M6 toll as a Class 4. Very misleading and feels like a rip off at £19 for a 2 axle Class 2.
We’ve been travelling Europe and covered hundreds of miles on toll roads. Italy have bridges and tunnels to maintain and their fees don’t even come close to the M6 toll per mile. It’s quite embarrassing for the UK and shows how much we are being exploited at home.
25 June 2026
Reply from M6toll
Hi Karen, thank you for you rreview We're sorry that you didn't think M6toll was worth it for you. We really appreciate your feedback on value and your comments will be noted. We are continually reviewing our prices and this review will be logged. We'd like to note that our toll prices are designed with a vehicles' height and weight in mind, and are different to the DVLA classification system
If you'd like us to help with anything else, you can contact us at customer.services@m6toll.co.uk or call us on 0330 660 0790 and we would be happy to help. Thanks, Kay @ M6toll
Overcharge
I was charged as a van mistakenly and not a car. I noticed the same day and emailed customer service. On the positive side the response was very quick. It did say the refund could take up to 7 days and so its to soon to see if I receive it. On the negative side the response was very formal and to the point, no apology for the inconvenience or any kind of explanation.
25 June 2026
Reply from M6toll
Hi Tony, Thank you for your review. I am sorry your vehicle was misclassed and you had to conatct us and please do accept my apology for the curtness of the response. I will ensure that this picked up with team. if you need anything else, please do not hesitate to reach out to th eteam Thanks Kay@M6toll
Quick to respond, but somewhat dismissive
I pointed out to customer services that updating my payment details had failed to work - although the card expiry was saved, the transaction still failed. I fixed it by doing a manual top-up payment. I contacted CS to explain my experience, and I felt their responses were blunt and factually inaccurate, although they were fast to respond. They said information about how to update payment details was in the email - when I pointed out this was not true, they said I'd been sent two emails in quick succession - the 2nd containing the info. They seemed to miss the point that sending multiple emails is more likely to land in junk, is wasting the customer's time, and failed to acknowledge that the process of updating payment details online is flawed (if it isn't flawed, why do they require instructions in an email rather than on the website page at the relevant location)? The emails were overly aggressive in tone too. My account has been in credit for 15+ years, as soon as I go into debit for 24 hours I get aggressively worded emails about account suspension.
To top it off, using the M6Toll is way too expensive.
25 June 2026
Reply from M6toll
Hi Neil, Thanks for your review and your feedbck. i will pass this over to our operations team. We send out an email to let a customer know their account is in low blance nd we will attempt to take paymenbt. The attempt then happens and we send out another straightaway confirming whether it was successful or not. I take onboard your comments regarding that this may be too many emails and the likelihood it will end up in junk and we will look at ways in which we can improve this part of the customer experience. We will also look at how we can make the tone of these emails friendlier. should you need anything else, please do not hesitate to reach out Thanks, Ka@M6toll
Reply from M6toll
Hi Shirley Thank you for your review. I am pleased you found the renewal process simple and quick. Should you need anything else, please don't hesitate to contatct customer services Kay@M6toll
Reply from M6toll
Good afternoon, Thank you for your review and kind words regarding customer services. I will ensure the feedback is passed on. Should you need anything ele, do not hesitate to contact the team Kay@M6toll
Reply from M6toll
Hi Lynn, Thank you for your review. I am sorry that it took some time to update your auto-payment. Unfortunately from time to time the token or the card we hold on file can expire and it needs to be updated. The team responded within 24 hours of your initial response. A payment card update can be done online should the office be closed by logging into your online account at www.m6toll.co.uk. Should you need anything else, please do contact the team Kay@M6toll
Having gotten lost and went through the…
Having gotten lost and went through the toil twice in some 25-30 minutes, which led to paying a double amount in place of a single journey price . I then raised my concerns of which I was promised the other amount which was half would be refunded. I got the refund but not the promised amount.Not so sure what would have happened.
4 June 2026
Reply from M6toll
Good afternoon. Thank you for your review. I am sorry that it took a little longert than usual to process you refund, but the team had to email you for durther information to clarify your journey. I can see that our team did indeed refund you the correct amount for the journey made. Should you wish to discuss this firther, please call one of theteam on 0330 660 0790 Kay@M6toll
The mere fact that we were charged…
The mere fact that we were charged twice.The time spent informing yourselves and providing details doesn't give your company a good reputation.
We would hate to have missed the overcharging or noticed it weeks later.
24 June 2026
Reply from M6toll
Good afternoon Chris Thanks for your review. We charge our cuistomers for the number of zones they travelthrough. When you tap your card at the plaza, we place a hold on your card for the maximum toll fare for your vehicle class. This is seen as a pending transaction in your bank account. Once your journey has been constructed in our system, after you have left the road we will adjust your trip based on your entry and exit points, and the correct amount is charged and the pending transaction will drop off within 10 days. If this is not the cae and the matter is still not resolved, then please do not hesitate to reach out to customer services . Thanks Kay@M6toll
Having to pay twice just because I…
Having to pay twice just because I passed though a small town to get some food
Both journeys here south yet charged twice pure con
17 June 2026
Reply from M6toll
Good afternoon Gavin. I am sorry that you recent experince on the M6toll did not meet your expectations. Each time you enter and exit the M6toll you will be charged. We do allow some tolerance should someone make a mistake and exit in error. Should you wish to discuss this further, please do reach out to one of the team on 0330 660 0790 Thanks, Kay@M6toll
Good service customer service
24 June 2026
Reply from M6toll
Hi Mohammed, Thank you for your review and positive comments about our customer service, we really appreciate it. Should you need anything else, please do contact our Customer Service team. Kay@M6toll
Quick response from the team with easy…
Quick response from the team with easy to understand instructions.
16 June 2026
Reply from M6toll
Hi Keith, Thank you for your review and your kind words. Should you need anything else, please do not hesitate to get in touch with us Kay @M6toll
Reply from M6toll
Hi Tony, Thank you for your review and your kind words. Please do not hesitate to get in touch with us, should you need anything else Kay @M6toll
Reply from M6toll
Hi Carole. Thank you very much for your review, its much appreciated. I note your feedback regarding how easy the process was once you had found the right section and I will look into how we can signpost our website to make it easier for our customers to find what they are looking for. Should you need anything else, please do not hesitate to reach out to our Customer service team Kay@M6Toll
Reply from M6toll
Hi Michael, Thank you for review .We really appreciate your feedback on price and your comments will be noted. We are continually reviewing our prices and this review will be logged.
If you'd like us to help with anything else, you can contact us at customer.services@m6toll.co.uk or call us on 0330 660 0790 and we would be happy to help. Thanks, Kay @ M6toll
Reply from M6toll
Hi Alan. Thank you for your review. I have looked into this for you and think there was some confusion as the vehicle registration was incorrect. I believe my colleague Anita resolved this for you and should you need anything else, please do not hesitate to come back to us at Customer Services Kay@M6Toll
Overcharged
The M6 toll is a great motorway to use, but what isn't great is the exorbitant cost of using it. I was charged £19.50 earlier this month for driving my Vauxhall Astra (without a trailer or roof rack). It was a mistake, although I can't understand how I was charged the same as driving a lorry! I had to wait 48 hours as payment was pending in case it was rectified (it wasn't) and then had to email M6Toll to sort out. To be fair they responded quickly but I had to wait a further 5 working days to get my refund.
13 June 2026
Unprompted review
Reply from M6toll
Hello Mrs Reynolds and thank you for your review. I am sorry that your vehicle was miclassified. Unfortunately, our teams cannot always pick this up at the time of travel. Our customer services team have processed a refund for you, but please feel free to reach out on 0330 660 0790 should you need anything else Kay @M6toll
Prompt response to error after initial contact issues.
Situation now resolved. I appreciate there appears to have been an issue with the phone that I appear to be the only one to feedback.
Prompt response in the end just a shame it took a review to get through.
I have been assured the contact number should function correctly and have been given an alternative email address for contact in the future.
22 June 2026
Unprompted review
Reply from M6toll
Good afternoon Ashley, Thank you for your review. I am sorry you have found it difficult to conatct us. Our complaints email address is on the website and we can be conatacted at customercomplaints@m6toll.co.uk We do say to customers that it can take up to 5 days for a response should a weekend or holiday fall into this, however, we generally respond to customers via email within 48 hours. Did you kbow that you can access your account by logging in at https://customers.m6toll.co.uk/login at any time and you are able to dowmload statements from there. Please note we do not provide receipts for pre-payment as there is no VAT on a top-up and VAT is charged on the journeys. Your statement will show the top-ups and the VAT charged on journeys. Should you wish us to look into your query further, please could you share your email address and I will search our system and investigate why you have not received a response. Thanks Kay@m6toll
Timely and helpful
19 June 2026
Reply from M6toll
Hi Garry. and thank you so much for your positive comments. We really appreciate your feedback and for travelling with M6toll.
Please do reach out if you'd like us to help with anything else. You can always contact us at customer.services@m6toll.co.uk or call us on 0330 660 0790 and we would be happy to help. Thanks, Kay @ M6toll
As far as I'm concerned the issue was…
As far as I'm concerned the issue was not resolved & as I've received this feedback email I'm presuming that in your eyes the issue is delta with
19 June 2026
Reply from M6toll
Good morning Andrew. I am sorry this has not been dealt with. Please could you call customer services on 0330 660 0790 and we will deal with any outstanding queries immdiately. Kay @M6toll
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