Motability Scheme  Avis 

heaven help anyone who is hit by their insured. as a Third Party you cannot speak to anyone - the lines are disconnected - only option is email which they never respond to. A Direct Line Motability customer hit one of our Repair Garage Courtesy Cars in May last year. Repairs totally over £3k were done based on an Authority, invoice submitted but no payment forthcoming, despite numerous email and attempts at contacting them through other Direct Line departments - who forward emails internally and copy us in. Called another dept in desperation who again just advised emailing and mentioned they are working on a backlog of email since August 2025 - we are now February 2026!!

My grandmother, who is almost 80 years old, has been without a car for 11 days due to her Nissan X-trail breaking down.

My grandma, who suffers with poor Motability and mental health, has two appointments at the hospital each week for dressings on her leg. Mobility has told her to get a taxi. This is not possible for my grandma.

I have tried to speak to managers and nobody is interested. We have followed all the correct procedures but no help has been provided.

I thought mobility would be a company we could rely on, clearly not.

I am on my fourth car with Motability and have allways found the service that is supplied by thier staff as excellent. However, it all goes wrong when other companies are bought in to the scenario.
My Hyundai Ioniq 5 decided that on a Friday night at 11pm a unlit country road in Norfolk was a good time to have a total electrical failure and do its impression of a 2ton Housebrick.
No problem I will phone Motability like I did many years ago when I had a puncture and they will sort it all out pronto! . Wrong, we now have to deal eith the RAC who want to send you down website Rabbit holes . I eventually got to speak to a real person , as I am funny like that and prefer it. Unlike my previous experience, there was no sense of concern that I was going to be left in sub zero temperatures for up to 5 hrs until a Patrol could get to me and the fact that I was a Motability driver did not enter in to the equation.
I am afraid that I am to long in the tooth to accept what I consider to be bad serviceand informed that my Glucose levels were now excessively high and that if they arrived after 5 hours they might consider bringing a body bag with them. At that point a Taxi was sent to take me home , the car abandoned and an appointment made to meet the patrol the next morning.

I met the Patrol who was on time and a credit to his company. He got me going and followed me to the Main Dealer. He also started the arrangements for a hire car as the part required could be up to three weeks away in a warehouse in Korea. He then dropped me back home .
This was a Saturday , so I expected a call from Hyundai on Monday, Tuesday came and still no call. I phoned Hyundai Head Office in Leatherhead who took ownership of the problem and I am expecting work to commence fairly soon.
As far as a transport is concerned , I have had a Taxi account opened for me. Hurrah!. As far as a replacement car is concerned, Europcar are a total waste of time, and managed to offer me a Fiat 500 that I would have had to pick up from their depot , 30 miles away .For 2 days I had a daily non availability update and since then nothing, How can you operate a car hire company when you have no cars.
Like many other people, I use Motability so that I dont have to worry about my transport needs along with all the other curve balls that life has decided to thow at me.
So now back to working out who is going to refund me for the service that I have paid for and not received for the last week.

The scheme has been great for the pastt 3-4 years , until I’ve had a problem over a week ago - I couldn’t open the doors on my car - no power etc - Car is a petrol self charging hybrid vehicle , contacted motability - put me through to their RAC department - 4 times I had to explain to the RAC man on the line that my car doesn’t require a charging point , he eventually still sent a RAC flat back pick up truck to take me to a charging point ?? Completely wrong person and information , I’ve since had 5 other RAC visits and 2 new batteries fitted but car still won’t start - so after 10 days they have now taken car away to be fixed - my car is booked on the 19th March for a service and I’ve been told by the RAC that my car won’t be back until after then ! I should have had a courtesy hire car deliver today however I’ve now been informed by Europcar that it won’t be available until after the weekend at the very earliest - ( That’ll be at least 2 weeks without a car ) motability have now said that I can claim £77 back for every week I’m without a car and whilst I’m without a car they will pay for taxis in any urgent appointments - when I signed upto this scheme it was to have trouble/stress free motoring ( after my health issues ) I was never told about any of this hassle or that Europcar haven’t got enough vehicles to fulfill the contract then I wouldn’t have signed upto the scheme ! Total incompetence all round and I believe that’s it’s not short of taking your deposit and weekly payments under false pretences !

Motabilty has changed not for good but they try to get as much money from us the customers, they lie, hold onto to our money, they don't contact ADP/PIP to say lease ended so the benefit is returned back the customer. If they pick your car up at end of lease they hold it for 28days and they hope we don't ask about Good Condition Payment, so after 28days we have to contact them again to get our FCP. Motability must make millions in profits from us the customer. 😱😤😡😡😡

Use the RAC as recovery and leave a disabled person in a car that has no intention of sending a recovery truck to.
Shame on you, also told 7 days min for a hire car, but take your ADP .

Mobility scooter issues. Inc reversing keepers not working making it dangerous.
Lights packed up. As this is a class 3 scooter it's illegal to use. I want motability to take the scooter back and cancell the agreement as it motabilitys own words the scooter is NOT fit FOR PURPOSE. . Motabillty want £250 cancellation fee. For a scooter that is not fit for purpose and I as a stroke viccannot use. Enough is enough. Never again will I use motabillity

24 plate nissan qashqai E Power breakdown everything dead ,drivers window wide open 4 Degs ,phoned RAC didn't attend for six hours ,by which time I got a £350 taxi home on them,couldn't fix as RAC sent independent contractor ,vehicle requires recovering bearing in mind the drivers window is fully open, had a phone call Thursday morning at 00.07 hrs that someone was on route and was I still with the car 72 hours after I reported it ,motability weren't interested in anything ,to do with this or the hire car that should have been supplied, still waiting Thursday evening ,motability .RAC, Europcar none of them were interested or could be arsed
just been mugged off ,by this bent company
I did speak to a snippy winey Scottish women in customer service ,I how dare I complain, thats what it felt like, considering the weather and the fact its been hammering down ,three and a half days at Bristol airport
I hope the car is a write off
Typical pass the book response below as expected, this vehicle is paid for from my war pension not a pity me benefit, over this entire saga europcar call centre in spain Rac centres majority of the poeple i spoke to could barely put a English sentence together ,recovery company wasnt any better ,iand motability will send around the network fobbing you off from one dept to another ,I get cars breakdown that isn't the issue it's these three organisations that are totally sh#te
Fortunately I can rectify that sooner than you think

If you are a motability customer it claims worry free motoring do not believe them first of all since going to direct line insurance they are a nightmare to deal with ,I was involved with a non fault accident the other party admitted liability and in writing offered a full repair service a like for like courtesy car while repairs are carried out so I was told initially by direct line there would be no problem they would supply the same service but here I am on fault accident due to direct line not fulfilling the third parties agreement I am now without my car ,without a suitable courtesy car this is down to direct line the third party insurance have again offered to fulfill their commitment and contacted me regarding courtesy car but according to direct line as a mobility customer you have to usedirectline insurance for any repairs where normal insurance companies welcome third party claims but not if you are a motability customer so you can not get replacement transport from third party insurance (this is not the normal ) direct line WILL NOT give like for like even though the third party insurance will pay for this so it does not come out of direct line insurance .on that note having been a motability customer since 2000 their old insurance company royal sun alliance did allow third party insurance with no restrictions now if you are a motability customer direct line will not allow full repairs etc by third party my car went on 9/02/2026 today is 12/02/2026 no. Car is available from direct line but third party has a vehicle for me but I am not allowed to use .in fact yes direct line did supply a totally medically unsuitable vehicle of which I tried to use and ended up the hospital due to injury so be very carefully in joining the motability sceheme it maybe a false economy or just not as it says in regards worry free motoring

Definitely gone down hill
What's going on leaving people
Without a vehicle for days on end , but still take your pip payment , customer service is dreadful every one tells you different 😡

For 30 years I've being relying on Motability for my learning disabled sons transport needs.
Last year was the first time I felt pressurised in to choosing a vehicle that was unlikely to meet needs as all the previous Motability vehicles had done.
This was because the class of vehicle my son's need was now only available as an EV.
When I voiced my concerns, I was advised that I could leave the scheme if I wasn't happy. That was not a choice in my situation.
After 6 months my fears were confirmed. The range was about 40% less than claimed and meant I had to curtail travelling opportunities for my sons.
I live in a rural area and charging points are few and in the wider area there are no rapid chargers. There is the added factor, not taken account of by Motability, that people with behavioural problems do not like sitting about without a clear plan and purpose in mind! Public charging was not an option as it was going to add an unnecessary layer of complication when taking these guys on anything except shorter journeys. An EV vehicle is likely to create behavioural challenges if it requires a charge in transit.
Others must have experienced similar issues because Motability brought diesel vehicles in this class back on to the scheme. I immediately seized the opportunity to ask to end the current lease in order to obtain a diesel model citing the above issues along with other problems not mentioned here.
They agreed fairly promptly to allow me to order another vehicle. However I was charged £250 for "paperwork"!
Motability have been pushing EVs at the expense of meeting genuine needs. They paint an unduly positive picture of EVs.
The reality is that where I live, there is no low rate EV tariff available and the running costs are similar to an petrol or diesel vehicle doing 40mpg..... that's as long as you don't use a public charger otherwise they are much more expensive to run than a combustion engine.
Motability have probably got an over representation of staff favourable to a woke agenda. They probably truly believe their own propaganda about EV usage and certainly don't publish anything negative re customer experience. I personally like EVs as a means of propulsion but the infrastructure is not in place for hassle free travel and many EVs have a range far short of what is claimed.
Perhaps customer choice should be facilitated when there are genuine reasons if Motability truly wants to enable better opportunities for those with disabilities.

It’s becoming harder and harder to get a car that’s suitable within a reasonable budget without compromising on a lot.
I’m honestly so frustrated.
Having had motability cars since 1990’s I feel the system is failing.
I have no issue with car companies deemed as ‘luxury’ brands being removed although it’s playing into a narrative that smacks of discrimination with some very accessible cars being removed because of a badge.

My problem? I am due to order a car in two weeks. Due to my short stature and health complications / disabilities I need a combination of easy access not too high, good visibility and position in seating. 360 degree cameras. Electric adjustable seats and power tailgate. I have researched , visited, test driven countless cars, I had a short list of cars that were affordable ( a lot are now insanely expensive) I work but I can’t easily find £5000-7000 for a new car.
My current motability car I invested heavily in £5800 hoping to extend the lease by two years, only to be informed this is no longer possible! So okay. Have my short list one car is perfect… oh wait no it’s just been removed from the list. Second car slightly less practical but still doable … wait no it’s been removed from the list. Third car…. Yep you guessed it removed from the list.
None of these cars are ‘luxury’ ‘sporty’ or could be conceived as such but they do tend to be the upper range levels due to needing electric seats and electric tailgate. I can’t bend to pull seats forward, I can’t reach up (4 ft 7 ) to pull a boot and due to previous spinal breaks I can’t pull that type of weight even if I was less vertically challenged. So
These cars HAVE TO BE COMFORTABLE
Need to have certain specs and I’m now left in tears wondering what the hell I do. I’ve spent hours on end to end up back where I started. I all the years I have never known so many cars disappear from the scheme after the quarter prices have been published.
I’m now exploring lease cars with the option to complete a disability vat exemption as the car is solely used for my disability. I think other disabled customers will start to think about how they can get alternative vehicles off the scheme whilst funding adaptions etc. this is a very poor state of affairs, I’m not the only one, forums are full of disabled motorists unable to find a suitable vehicle. It is causing a lot of anguish and
Anxiety. The whole point of motability is to help disabled people find cars that are suitable for their needs. Motability are taking off so many cars without reasoning it seems just to appease a Government directive with little to no thought for the impact this is having to people who genuinely need support.
Motability do better! How am I supposed to find a suitable car when literally the next day after a test drive it is removed?You’re not giving us chance to find anything suitable. It’s shocking!

Vehicle wise I cannot fault the help I have had when my circumstances changed and I needed to change vehicles.
But when it comes to "worry free motoring" and help when needed there are areas where the staff will turn their backs on customers and side with criminals.
I made the mistake of allowing my son and his wife to house my EV charger that Motability gave me. My son and his wife decided that they would never allow me to use it, they only wanted it so it would make their house more saleable and worth a little more. Motability refuse to help get it bacjk, refuse to send details of whom the charger belongs and therefore are helping two fraudsters to keep my charger. My son and his wife are in no way disabled, nor are their children, bujt for reasons best known to Motability they azre allowing a crime to be committed and will give no help at all. I have been arrested and I am on bail for daring to ask for my charger back. All this could be cleared up by Motability but they do not want to know. I suggest that if you get an EV and have to have it housed away from home then get an iron clad contract because Motability will not help.

This company is not very useful at all. We had a car failure mid December, still waiting for our car to come back to us. I was told they would ring me, they haven't, total waist of time I have been a customer for years, the money is all they are interested in, not the customer.

Avoid Avoid at all cost!!

The previous negative reviews on here speak for themselves and are very warranted!!

I have never experienced a company like it!! Mobility operations are happy to take your money but when an issue arises, there not interested and will do everything to not to let you out of the lease agreement early. Been given the complete run around with mobility operations and dealership, seems they are masters of passing the buck and scripted responses to your genuine concerns. I Was given an unsafe car, its still with with dealership, I honestly can't afford upkeep of this car due to some personal financial difficulties. Explained everything to mobility on the phone and webchat to no avail with absolutely no empathy what so ever to my situation!! As soon as you mention seeking legal advice or help from Citizens Advice Bureau they automatically cut you off their web chat or on the phone as you " are interrupting the conversation". They have this ridiculous £250 early cancellation fee. You ask for a "goodwill" of fee exception as financialy you can't afford the upkeep or living costs and then they tell you thats the fee as terms and conditions and tell you to ask a Friend or family to pay it. Absolutely shocking behaviour. Please save yourself the money and stress and go buy a reliable car on a private sale if you can!!

Today I called Direct Line to explain that I had gone out to my car the previous day and found it damaged. I was extremely upset, as this was something I had never experienced before. My car plays a vital role in supporting both my physical and mental health, so the situation was very distressing for me.

The first lady I spoke to handled my call perfectly. She was calm, compassionate, and incredibly reassuring, taking the time to explain everything clearly and helping me feel supported during a very emotional moment. I am truly grateful for how she handled the situation.

I later had to call back as I struggle to retain information and sometimes find it difficult to fully understand or remember details. During the second call, I became upset again, and the lady I spoke to was exceptionally kind and patient. She reassured me that everything would be okay, spoke to me with genuine care, and even offered to let me call a friend to try calm down before calling me back which meant a great deal to me.

Living with daily challenges can be difficult, and feeling understood makes a huge difference. I would like to sincerely thank both ladies at Direct Line for their kindness, understanding, and reassurance. Their support during a very stressful time was truly appreciated and will not be forgotten.

A dishonest scheme that uses disabled people to fund the motor industry
Rating: ⭐ (1/5)
I am writing this to express my absolute disgust and distress with the Motability scheme. I recently tried to leave my contract early because being on this scheme has become unbearable due to the vile online abuse following articles posted on the BBC. This system creates nothing but hatred and jealousy towards disabled people, and I no longer want any part of it.
To be honest, I don't think they should be giving out luxury cars worth 30 grand in the first place. It is clear to me that this scheme is just using disabled people’s PIP to fund the second-hand car industry at major dealers. Paying £320 a month is absolutely ridiculous—you could pay a mortgage with that kind of money. It’s a rip-off disguised as a benefit.
When I challenged Motability about this and told them I wanted to leave, the customer service was appalling. They started twisting my words and asking me to constantly repeat myself, which felt like a deliberate tactic to avoid addressing my concerns. I am finished with this dishonest scheme and the stigma it forces upon us. I would advise anyone to stay away and keep their independence (and their money) elsewhere.

This scheme used to be brilliant now it's on a steady decline. I expect it is government cost cutting that is creating the poor service, lack of choice of vehicles, delays for hire car replacements. Staff are lovely but what can they do if the company which makes a ton of money out of disabled clients is being strangled by government cuts. This vehicle got me back to work so has had a huge impact on my life as a disabled person. You would think the government would value the impact of that on unemployment and health. Let's not forget the people that are making bucket loads of money out of this scheme and are failing to understand the needs of the people that use it.

Motability agent denied us the right to collect grandchildren, when our daughter can't make it to school.
Apparently that's not what the vehicle is issued to us for.
He actually said " it's not their problem '

Likewise they think it's acceptable for an amputee to crawl or hop from the boot to the drivers seat.

Don't ask for a WAV unless you work, care or volunteer for at least 16hrs a week. You must have the position first, even though you won't have the transport to get there.

Yet the scheme will give a car to a provisional license holder, who can't drive it. Where is the logic ?

I’m writing this about the new smart drive box not the staff.
I’m sure there’s more people than myself who is an appointee not a driver who finds the box and the settings and terms of condition a nightmare.
It’s intrusive, not fit for purpose, doesn’t record accurate information, and I’ve been advised diff things from
Mobility and direct line insurance. I’m not the driver and I’m stressed over the blooming thing. So because I’m the appointee for my son, I Have to have all of the settings switched on at all times apparently. They ask you to use your personal phone rather than fit a telematics as it costs them money to send someone out. I’ve had 40 messages and emails since end of Oct and have rang them to try sort out why the box isn’t working properly.
I have also received an email saying they’ll ring me in 10 days to discuss the usage after they’ve looked at how it’s been used.
I agree that boxes are needed for young drivers, but surely causing more stress for people with disabilities and appointees isn’t the way forward. The scheme is there to help, It’s not a free car the money nearly 300 a month is taken out of his allowance, and from reading reviews they are going to have to take on board the detrimental effect it’s having, people are terrified they will get their vehicles taken away.
1/25/26, 09:00
We have been unable to get accurate trip information from you. We'll be in touch within ten working days to discuss the impact on your insurance cover and lease.

How about ringing people to try find out the issues! I have contacted yourselves to try sort out the app then I get this!