Motability Scheme  Avis 

I'm with RKS in the wirral, they are really great people, service is the best ever.

I've never had a problem with contacting them and their turn around couldn't be better or faster!

If I were to make a phone call I get a response the same day or usually a short time later on the same day.

What they say they'll do, they do!

I got my new powerchair on the 17th July, had a little issue on the Saturday. It was collected on the Monday morning, brought back this morning!

You can't get better than that!

I can guarantee a fast response if ever I've needed to contact them! And that's not often at all! And it's only for a simple thing as the batteries or I've bashed the arm. Ooops... Has been known to happen twice! 😳

They make sure my powerchair is in tip top condition and great working order!

Adam is a superstar, his team are great! And their customer service is second to none!!!

They make me feel like the most important person with how I'm treated!

But I know they'll like that with every client! I guarantee that. You can't fake something like that.

They are what they show themselves to be. Great guys!

So do I recommend RKS?

One million percent I do!!!!!

I would *NEVER* change to anyone else!

I don't know how this feedback works, is they'll even see it. But that doesn't matter as long as others do!

Cat, Abbots estate.

Ordered new car on mobility and when I went to collect my new car I had not got the 2nd key and had to pay £99 deposit and lose my £250 good condition bonus.but in the day found 2nd key rang mobility and they said if you want to give key to garage go ahead but you won’t get your £250 as it’s too late and that’s on the same day been with them over 20 years and I think it’s time to leave the scheme after these 3 years

Very happy with service sorted out my enquiry very quick happy customer

Partner died four weeks ago contacted mobility to inform them that was straight forward.
Said I could use the car for a bit longer that help me a lot and took pressure of me.
I was told I would get a refund of £275.41 has the car was only a few months old when I returned it.
Cheque came a couple days ago was told it be made out to me so put it straight in to my account but my account now disabled because Cheque was made out to my partner whom died.
How can thus company make a mistake like that its been a bad enough four weeks to have this happen.
Why are companies so uncaring now not only this company but also my bank.

Spoke to Felix on the phone today.
She was knowledgable, helpful and patient whilst dealing with my contract queries. She was such a joy to speak with.

I then reached out of facebook to find out how to best submit a compliment and James and Lisa there were also very helpful in tracking down the right Felix!

Thank you team!

Andrew that I spoke to was very helpful and explained my query excellent.

If I could give zero I would they force me to pay ,£250 to swap Cha chair that started causing issues when I chose the chair I have now I was not told that this chair doesn't have a stump support.. Even though the sales agency saw I was a amputee he still didn't he even noticed they had already provided one with the chair I cancelled. Because the dealership refused to provide one notability decided to refuse one and wouldn't even get the dealership to provide the old parts so I could fit them onto my chair. I even sent in pics to show how and where they could resolve this and still refused. Telling me for me to cancel this chair I will be paying a further 250 well that won't be happening they haven't met my needs caused me more pain etc so they breach their contract and try telling me I'm in the wrong. Worst place ever only bothered about ripping folks off. I will never use them again.

Car got delivered by Steven (scottish). Very friendly, courteous and polite. Rung ahead to let me know what time he would get to us and answered all my questions. Excellent service. Happy customer

My motability wheelchair is now gone. I still have to wait for the six to eight weeks of continued payment.
A signed contract cannot be undone that easily.
I suggest you check online be sure it's understood there are issues.
My new wheelchair is so different and it works.

Terrible customer service. These people shouldn’t be working with disabled customers. Customers need to know if you have a car accident you and passengers aren’t insured for injuries.
In my case I lost control of car after sudden flat tyre. Garage that replaced my Flat tyre confirmed the tyre was in good condition. Also the garage had stated the tyre pressure sensor didn’t come on. DLM complaints adviser told me it’s the risk you take if this happened at high speed. So now since December 2025 I’ve not used car due to injury’s and the fact I now know my passengers and I aren’t insured , I’m expected to keep paying for car I don’t use and pay for insurance that only insurance the car. Not the disabled customer or their passengers. Customer service towards disabled customers are appalling. I will never use the mobility scheme again now I know how they treat the most vulnerable customers.
Car has done less than 5k miles in over two years and will not be used.
Avoid at all costs

​🌟☆☆☆☆ Absolute systemic failure and zero accountability for vulnerable customers
​I am writing this on behalf of my 79-year-old father, a carer for his 70-year-old wife my mother with severe dementia. This scheme is supposed to provide freedom and support for the most vulnerable, but instead, it has caused nothing but distress due to a glaring IT failure and an appalling lack of accountability.
​The Background & IT Failure
​In mid-June, following advice to use the online system, my father ordered a new mobility car. He received an official email confirmation with an order reference number, stating the order was placed and nothing more was required. He was reassured the car would be ready around September/October.
​Crucially, he was told this needed to be done before the 1st of July to avoid price increases.
​On the 3rd of July, he was contacted and told no online order existed. Upon checking his online portal and contacting Vauxhall Ilkeston directly, both confirmed no order had been received—despite my dad holding a physical email confirmation from Motability.
​The "Customer Service" Runaround
​When my father called for help, he was essentially told, "Too bad, you'll have to pay the higher post-July prices or go to a charity."
​As his son, I stepped in. After being passed around between three different people, I finally reached the car leasing department. While the agent initially seemed helpful and acknowledged there "maybe" was an online system glitch, the ultimate solution offered after a 35-minute wait was insulting: They told us to go to Vauxhall and have the dealership raise a dispute.
​Zero Accountability & Cover-Up
​Vauxhall did nothing wrong. It was the Motability/DWP online system that issued a confirmation but failed to push the order through.
​Refusal of Evidence: I repeatedly offered to email them the confirmation receipt to prove their system failed and to ensure this wasn't happening to hundreds of other vulnerable people. They flat-out refused to look at it. It felt like a deliberate attempt to avoid admitting fault.
​No Complaint Reference: When I demanded a formal complaint be raised, they claimed they could not provide me with a complaint reference number.
​Final Position: They explicitly stated that their final position is they will do nothing, and we must handle it via a third party.
​The Human Impact
​This is an atrocious way to treat an elderly man with multiple underlying health conditions who is just trying to care for his wife with severe dementia—this car is her only lifeline and freedom from her care home. The staff pretend to be your friend initially, but the moment a system error is uncovered, they stonewall you, pass the buck, and expect a pensioner to pay the price for their tech glitch.
​We have requested a Subject Access Request (SAR) and will be taking this matter directly to the Financial Ombudsman Service (FOS). Absolutely disgraceful service.

I wrote to Motability’s CEO, Mr Andrew Miller, as a long-standing customer, not to make a complaint, but to offer constructive feedback about the increasing cost of the Scheme and my concern that it is becoming less accessible to the very people it was created to support.

I specifically stated that I wasn’t looking for a personal resolution, wasn’t asking for an investigation and didn’t even expect a detailed reply.

Instead, my feedback was categorised as a formal complaint, and I eventually received a letter stating, “This is our final response to your complaint.”

The irony is that I never made one.

The response itself completely missed the point of my original letter. I wasn’t asking Motability to solve my problem. I was asking them to listen to the concerns of a loyal customer.

If thoughtful, constructive feedback is simply processed as a complaint and closed down with a template response, it leaves you wondering whether anyone actually heard what you were trying to say in the first place.

We were having issues with my husband ordering a new car because I couldn't get to the dealership.my husband spoke to a lovely lady called Heather and to say she was helpful is an understatement!she did everything that was humanly possible to help!she was very kind and talked us through what to do!to be honest if motability cloned her I honestly think there would be no bad reviews on here!!😊😊

You are a business not designed to be helpful but profitable some disabled people can’t be employed without the support of mobility so if your not one of the small amount of disabled people that do less than 10000 miles bad luck you don’t deserve help

After a half an hour wait for the call to be answered what should have been a simple request turned into a two hour " I'll check with I.T" "I'll check with E.V department" only for the Go Charge app failing and the the sign in to my account having an error code which no-one at Motability had a clue how to sort out.
So can't use the Go Charge app to charge my car can't use my Motability account to change a detail and the chap on the phone wasn't able to do anything either!
After 2 and a half hours on the phone achieved nothing except raising my blood pressure.
I've been with Motability 9 years this is a relatively new lease if they haven't sorted themselves out by the time my contract is up I will not be renewing again.
Motability is losing its way and not putting their customers first.
It will go to the wall and it will be their fault.

NEIL CHERRY AND LUCY EDMEADES.
IF YOU COME ACCROSS THESE ABSOLUTE LOWLIVES AT MOTABILITY BE VERY WORRIED..
Unfortunately, you can't leave 0 stars or I would. The Motability are offensive. Their staff are worse than patronising. They try to fob you off with cheap Chinese cars, even if they don't have the specifications needed for your particular disability. Dealing with them on the phone is a stress because they use the broken record technique and patronise you over and over again. Even if you are in the right, you will still be in the wrong when you speak to them, they have kept me in a car for 2 years, which is not adapted in spite of their own assessors, stating, I need an adapted vehicle, they offered me a grant, which does not meet The cost of an adapted car and they will not allow me to put the extra needed to get an adapted car, disgusting company, profiteering and taking advantage of disabled and vulnerable people. Absolutely horrible vile. I haven't got a good word to say about any of them. UNPROFESSIONAL, UNCARING VERMIN.
I PRAY THEY END UP WITH WORSE DISABILITY THAN ME.

As a disabled person I did not apply for PIP after my employers let go me at age 62 because I was no longer well enough to do my job. We struggled for 3 years on my Wife's part time earnings until I got my pension.
Since then my health has deteriorated further and I desperately need a wheelchair accessible vehicle (WAV).

Unfortunately as I am over 65 and not in receipt of PIP I cannot use the motability scheme so ive tried to save up for a WAV instead. Thinking I could bid for one at a car auction I thought I could get something decent rather than pay an extortionate amount at a dealership. Shockingly I found out that only registered dealers can bid for WAV vehicles at car auctions. Disabled people like me are excluded.

The Government pays Diverted Benefit Payments (approx. £2.8 billion to £3.4 billion yearly) to the Motability scheme. I can only presume that given how much they spend on the scheme they have agreed with the Auction houses that only registered dealers are allowed to bid. They appear complicit in excluding disabled individuals like me.

I guess someone is in someone elses pocket as vast sums are made whist the vulnerable disabled get exploited. Its unlikely I will ever be able to save enough to buy a decent WAV. I used to think Governments were committed to helping the disabled but not this one by the look of it.

My son reported that he got points on his license. Motability confirmed to me verbally that the call log from that date showed he had been put through to Direct line, therefore there is evidence he reported the points. He remembers the woman on the other end ‘not sounding bothered’ and just telling him it was fine. Do they record calls I wonder? I would like that checking as now they are refusing to insure him and claiming he never reported the incidents. I am not disputing the fact he got points and got his license revoked, that’s his own stupid fault…but to say we have ‘defaulted’ the agreement by not reporting this, when they have also told me themselves that he did report it, is disgraceful. I give their customer service teams zero points. Also, direct line blamed motability and motability blamed direct line. Sort it out! Disappointingly bad.

Good afternoon everyone,
I felt compelled to share my experience on Trustpilot regarding one of the remarkable staff members in the Motability Service team, Hollie. During a call about a challenging issue with my car that had been causing me significant anxiety, Hollie responded with exceptional patience and professionalism. Together, we navigated the details step by step, and her helpfulness and pleasant demeanor made all the difference. As our conversation progressed, I could feel my anxiety lifting. If any leaders are reading this, I believe Hollie truly deserves a raise or a promotion, or even both!

My husband is a Motability customer and has been for some time. We wanted to share our wonderful experience of speaking with Kitty at Motability.
Kitty spoke with knowledge, empathy and and at an understandable pace.
Lots being written on social media and in the press about Motability, however my husband has always been treated with respect and kindness, coupled with a vast knowledge of the scheme.