Motability Scheme  Avis 

My son has diaplegic cerebral palsy and besides his disability he is about 80% compus mentos meaning he does not take as much in as normal (💙). Having been on the motability scheme for well over 20yrs and having no problems returning a vehicle in nearly pristine condition everytime we recently returned an Audi Q2 having initially paid over a £1000 advance payment 3yrs ago anyway apparently the procedure on returning a previous vehicle and picking up a new one is the salespeople have to do a full check up in order to get your Good Condition Payment which has now dropped to £250 anyway the car sailed thru that inspection however we only returned 1 key and i as a parent/carer for my disabled son was adamant that we only received 1 key when we first picked up this Audi from Warrington?? But it seems they put a spare key in an A4 envelope along with the documentation which my son put in his bedroom cupboard where it stayed for 3yrs i was non the wiser until after the inspection forms where completed by the salesman in the Vauxhall Showroom where he had to tick off that only 1 key was returned hence my son lost his £250 Good Condition Bonus which i thought was petty to say the least as this car was returned in forecourt condition with 120 miles of fuel in the tank!! Anyway after returning home and checking my sons room i found the spare key!! I returned it to the Vauxhall Showroom where the salesman contacted motability where they confirmed that because the box had been ticked for 1 key returned they could/would not give my son his Good Condition Bonus of £250!! So they couldn't just UNTICK a BOX as a gesture of goodwill?? 😡😡. My complaint has now been upgraded which means i have to send my complaint to the OMBUDSMAN??? And with past experience we know which side they will come down on!! As a final word to get a replacment key for our new Vauxhall would cost at least £300! The salesman says Audi costs will be significantly higher! ££££! Needless to say ive kept hold of that spare key having missed out on this £250 and Motability where quite happy for that to happen??? I suppose replacement costs will now fall on Audi to replace that key at their costs not Motability??? So beware Motability DO NOT CARE for you as much as they preach!! 😡😡😡🚘

Car breaks down. Car gets looked at and given back to me, still faulty as parts on back order. car is NOT road worthy!. 3 weeks later I ring mobility and say can you help with this?. they say ring RAC. RAC says ring dealership. ring dealership and they say ring mobility. Guess I'm stuck indoors with a dead car for ???
Will be giving the car back at the end of the lease and never using again!!!!
EDIT - Love the generic reply on here. Its like saying "sorry we gave you food poisoning, please have this voucher to eat here again"!! NO THANKS you didnt want to help when i needed it!! you just palmed me off!!

Edit added after response:

4th call was FROM Escalation tm - that YOU allocated to resolve.
Basically said 'we don't care how much preventable serious harm we cause or that you're disabled'.
Vile.

Awful experiences repeated 3 times in as many years.
This is about how Motability Operations chooses to fail those customers living in London region because there is zero governance, zero due diligence, zero escalation route from Customer Services who repeatedly refuse to escalate to someone with authority to make very, very basic fixes that exist.

Formal complaint raised 2 yrs ago about exact same issues after 102 attempted tel calls to resolve.
Which they didn't respond to.

Criticism of how systems of Motability Operations operate to obstruct and cause very real distress is listed in this govt report ( SSAC Occasional Paper 23: The use of public funds in supporting the mobility needs of disabled people - GOV.UK).
Including that they fail to be transparent, fail to ensure dealerships comply with the very lucrative contracts awarded and that their own systems don't comply with the Equality Act in place to ensure access.
Plus that Parliament literally set them up and indirectly completely funds them in totality to SUPPORT disabled ppl - not to use customer support to repeatedly state ' read the terms & conditions' or 'its not our job to contact the dealership when you cant' or set up KafkaEsque systems that stop essential repairs happening.

Last week a close friend had a low pressure light on front tyre. No obvious flat but got someone to inflate and assumed slow puncture.
Appt made at local ( very good) KwikFit. Car essential for being driven to hospital appts. inc that day and for several wks.
Tyre cant be changed as unique locking wheel nut missing from car - presumed not replaced at last service.
Carer supports to call Motability as EVERY SINGLE contact with the dealership has had to go thru them in the past because that and the other dealership Motability use are NOT disability accessible.
Same dealership charges £120 to collect the car for a service because that's the charge set if you are disabled.
Customer support refuses to call dealership.
Tells person to do the exact same nightmare dance that occurred on previous occasions which is to call RAC, tell them to tow to dealership ( with no appt or forward notice), tell RAC to get dealership to change tyre and then bring car back,.
EXCEPT RAC have stated numerous times to so many ppl in this region that no, they do not arrange the replacement appts they simply drop off the car to outside the dealership ( or KwikFit when possible) and leave.
They don't take instructions from disabled customers as it is Motability they have the contract with and expect them to arrange.
Furthermore across the entirety of the North London region RAC subcontract out ALL Motability customers to an out of area firm, who don't operate after 11pm and who are appalling. Their ave attendance time has been 11 hrs according to disability forums and then they keep the car at their pound outside of London until they can book a trailer .
Last time took 3 days with Motability refusing to step in.

There have now been 3 calls made to Motability and only after they were told treat as a formal complaint did they themselves call the dealership - not to request car is booked in but to ask for a new wheel locking nut to be ordered.

They are literally asking the dealership to complete one of Motability's own online forms to the Fleet Team so they can approve.
And not one of them could get thru ( 3rd person compassionate, with common sense and agreed to escalate).

4 days after the 1st call - and with an un driveable car, missed hospital appts and a missed wedding - someone from Escalations called the now extremely distressed, unwell customer.
Carer was present so again witnessed.

Really couldn't get a worse ( witnessed) f/u.
Repeatedly stated it was the customer's responsibility to contact the dealership despite 7 failed supported attempts and where dealership said call Motability and where there is zero tel ext option for Motability customers.
2 solutions were suggested by now extremely distraught at risk customer ( who's done this dance before):

- Motability partnership mgr emails dealership to request urgent completion of Motabilitys own online form to Fleet team.
This to request the tool to change the tyre- so not even to arrange an appt
OR
- A mgr in Motability Fleet Team completes the online form themselves and just orders like common sense dictates

So much obstruction.
Zero disability awareness.Making an already very vulnerable person even more so.
Zero compassion.
Zero clue about what their legal responsibilities are.
Zero cares what happens to this person.
Remembering this is the 3rd time Motability have done this.

What is the point in signing a contract for them to change your contact so much. It could have just read. You pay us no matter what and we can dam and will change when ever we want.
I feel I was lied to, end off.
This scheme used to be good but now I can only see it failing and in eyes the sooner the better
What a massive mistake we made trusting these people
The people on customer service are great and understand but that does not make it better.
A total scam

Confusing advice on an MOT fault from my first agent and a lot of frustrations but Chris from the phone-in centre was the one sensible person I spoke to all day. Thank you for finding me a solution Chris! The RAC were able to fix the issue at home and I’m now awaiting a retest

Every time I have contacted Motability they have answered all my questions as best they can it's not their fault the government has made things worse it's. It's not Motability to blame for the way dealers treat Motability customers i found tht my car broke down so many times the dealer wasn't helpful at all which is Hyundai Peterlee Kona is the worst car ever but Motability has helped me every step of the way been polite understanding and very courteous I am very proud to be a Motability customer and can't thank them enough if it wasn't for them my daughter would be confined to home 😀 so hats off to Motability and boo to the government

They have forgotten what the purpose of the scheme is. Reduced mileage allowances and shortened windows for applications and lease changeovers will leave people who rely on their vehicle to go to work and medical appointments without a vehicle.

Total rubbish service up to 3 days for pucher repair

I have been Using the scheme for Over 10 years and on our 4th vehicle on the scheme . which has been extremely helpful for my family . My Wife is physically and mentally disabled from a cardiac arrest . with the requirement for 24/7 care and a full time care team to assist in her daily living . we also have three daughters the youngest being three months old when my wife became ill. i have needed a minimum 7 seat vehicle to do the absolute minimum of travelling with my wife wheelchair , children, carer and me . at the start of the scheme i tried to run 2 vehicles but this was not financially viable. we have used the mobility vehicle as our single family transport for all transport and my commuting to work of 28 miles each way . so if you really need the scheme its now defiantly not worry free motoring . costs deposit 3-3500 full motability £4160 and around £4000 in excess milage, over £13k with our family contribution 0f around £7.5k and the worry of being branded a benefit abuser . so due to the recent changes this scheme is now not suitable for those most in need and their family.

I'm absolutely grateful to the scheme, my car is my life saver, like anyone who needs this service, its thoughtful to the customer, u don't have anything to worry about, someone is always at the end of the phone to help, there's no stress. I really don't know what I would do without my car, life saver !!

There is nothing like this scheme. Unlike what most people believe it's not a free car it can cost you upto 8k initial payment then the whole of the mobility part of your pip for three years. So yes you can get cheaper deals out there but not the service you get from motability.
Every question you need the answer for is always answered correctly.
60k miles over 3 years, all services and mot when needed included, replacement tyres when needed , full breakdown, and full insurance is all included.
It's just a no trainer.

I took delivery of my Motability vehicle in December 2025. After just two weeks on the road it developed a fault and became immobile, and it has been off the road ever since. Because the repair dragged on for so long, a new replacement car was ordered - yet more than five months later I'm still without a usable vehicle. I was originally told by Motability's customer relations team that I could stay in my hire car until the new vehicle was ready for collection. Instead, the contract on my existing car was cancelled without any consultation with me, and I was then told to return the hire car and would be left without transport for the foreseeable future. When I called to find out what was going on, I spent over an hour on the phone with long hold times, no manager available to help, and no follow-up since. No one seems able to explain who made this decision or what happens next. Motability is supposed to support disabled people, yet I've been left without a car, a replacement that hasn't arrived, and no answers. I expected far better and I would advise anyone considering Motability to research before making any decisions.

I got answer for all my questions so I'm have happy with costumer service

I have had horrendous experiences with motability accounts team
They paid my good condition payment into an account which they had on my file in error.
I called the same day to tell them this and changed the details on my account.
It’s now a month later and no nearer to being resolved. I have just been told that I will need to wait for them to do a trace on the payment which could take 12 weeks.
This is after numerous phone calls, usually waiting for nearly an hour to speak to someone. Not allowed email or phone contacts of the accounts department so having to explain the whole process again and again
The account they made the payment into is a mystery… I have only ever had one account with this bank and it was not that account
The emphasis has been on my providing evidence of this. No admission that they made an error.
I am not sure who regulates this organisation. Given that it is normally vulnerable people who use their services….
The bank details that are on my account have never belonged to me. This has been confirmed by the bank … so not sure how they matched. The bank are confirming this in writing

I needed to speak to the RAC with regards to taking my car to France, it was a real struggle to get through, so eventually I did a online request, waited 3 days - no reply. So I called again, spoke to a very nice gentleman told him about my query and he told me that I do not require a VE103 to take my car into France as I had full cover. I was still concerned about 1 person saying I needed it and the other saying I don't! So I did abit of research and it seemed to clear to me that I needed it. So I call RAC Motability again and spoke to a lovely lady called Lorraine Taylor - she knew instantly what she was talking about and she confirmed that I definitely needed it. She organised it within minutes, she renewed my faith in the system and she is a credit to your organisation. If I hadn't got through to her my review would be very different. Thank you.

They are not reliable time wise. They keep shifting the time and wouldn"t take responsibility
All in all, very bad experience and very disheartening considering that the user had to take her pills at certain times

Not happy about trying to make a mobile booking to fix a puncture.
The first available date for a home repair was 29th May(it’s 20th May today)
How is that useful for a disabled person? Luckily my daughter is available to take the car for me at an earlier date to a centre- but it was luck! If it had been just me here that would be it, and I’d be off the road for a week.

Would give it a zero. What a disgusting company. No empathy no nothing. Took my car off me for something someone else done amd I wasn't even in the car. I have been penalised more than the other person woth me being on the legal side of it. The dont care about people. Its disgusting. I would advise to lease a car instead of using the Motability Scheme.

Motability have become THE WORST company to be involved with. They do NOT 'care' about customers at all, consistently bounce you to another organisation, blame everything else and can't be bothered to help!

customer service at mobility scheme when you're wanting to lease a vehicle is really good but when for example drive smart they believe the data over the disabled customer n telling people you have to have a cheap drive smart n app that requires 24 hours a day tracking through your smartphone surely that goes against laws n SAR data breach n don't get me wrong i would be stuck without my lease vehicle but surely mobility scheme would argue the governments new rules for disabled people rather than sitting back n letting government do what they want n the advanced payment on vehicles is just ridiculously high n gonna get higher n if you ask for a grant nine times out of ten it's refused because you asked for a petrol or diesel vehicle n not an EV n as for this drive smart mobility scheme giving it we are listening to our customers yeah right sure you did do that ya mean it took a court case for you to listen its about time mobility scheme brings down the Advanced Payments n help disabled people like the scheme is designed to do how many court cases will it take for you to listen n all those disabled people that have now been removed because of drive smart inaccuracy again you believed the data over the customer they've now lost their independencey cause of drive smart