Motability Scheme  Avis 

I have found the scheme ideal for my needs and I have always found quick answers to my questions and solutions to my issues

My mobility vehicle went in for a MOT, & it failed its MOT, & it seems that the RAC are in charge as to whether you qualify for a curtesy vehicle while you vehicle is being repaired, & as it will possibly be 48 hours that I will be without transport, the best they can offer is a taxi, as long as I can tell them in advance where I plan to go for that day. My mobility has just be renewed for another 3 yrs, but I will seriously be considering leaving the scheme in 3 yrs if my finances allow, as Labour has ruined the scheme. Happy with the subsequent response from Mobility.

Thank you TOM for helping me on Friday 21st. You done a excellent job talking me though everything.

Just experienced the worse year of my life ! I been harassed lied to and messed around by Ford mobility ! Never again and I don’t really want to use mobility either they caused the problem!

Motability’s Customers Come Second to Its Contractors

One star.

My experience of Motability Operations’ complaints process has left me with the firm impression that protecting appointed contractors takes priority over supporting customers.

After reporting damage discovered following a Kwik Fit appointment on 29 June, I supplied a detailed account, photographs and an explanation of why I was confident the damage had not been visible beforehand. Rather than subjecting its contractor’s account to meaningful scrutiny, Motability accepted Kwik Fit’s assertion that the damage resembled a stone chip and that there was no centre fault.

The purported “investigation” appeared neither independent nor impartial. Kwik Fit denied responsibility, Motability accepted that denial, and my evidence was seemingly treated as secondary. Motability did not satisfactorily explain how it evaluated the competing accounts or why its contractor’s version was preferred.

This exposed what I consider to be a disturbingly cosy and sycophantic relationship with its appointed suppliers. Instead of championing the customer, Motability adopted an arms-length position, leaving me to challenge a contractor with whom Motability itself has the commercial relationship. Its approach made me feel that my honest account was being doubted simply because accepting it would require Motability to confront its supplier.

Motability eventually agreed to disregard the damage when the vehicle is returned, ensuring that I will not be charged. That protected me from a future financial penalty but carefully avoided holding the contractor accountable or arranging the repair. It was not a resolution of the complaint. It was merely an administrative workaround.

Most concerning was the apparent bias within a process portrayed as an investigation. An investigation should test evidence objectively, challenge unsupported assertions and explain its findings transparently. In my experience, Motability did none of those things convincingly. The contractor’s denial effectively became the outcome.

Customers should be able to rely upon Motability to advocate for them when something goes wrong. Instead, I encountered corporate defensiveness, supplier deference and a complaints process that appeared designed to close the matter rather than establish the truth.

My confidence in Motability Operations has been seriously damaged. Based on my experience, its claims of customer support ring hollow when measured against its willingness to accept a contractor’s denial over the detailed evidence and testimony of the customer it supposedly exists to serve.

Given the above along with other recent issues, the tranche of restrictive and diminished cuts to new leases, I have to seriously question the very existence of this quasi-autonomous non-governmental organisation.

If I could give them zero stars I would. I have just tried to contact them by email or some other way but they do their best to avoid this at all costs.

You have listed every way I more or less cannot deal with. So how does this help me! The only way I can use is email? I am 63 years old! This bit is very important! I am disabled and you are Motability, no one would think this though the way you are treating me?

So you have a website but no email??? This is exactly what you said:

We no longer offer support by email. However, we have several other ways to contact us, which may help you get a quicker response.

I have to use email a a method of contact due to my autism and hearing issues? so effectively what you are saying is that unless I change then I cannot contact you?

You have my reasonable adjustments and for everyone's enjoyment I have put them on here! This is not an option it is a legal requirement you put them them in place! If you cannot for any reason then there is a legal way of discussing it. That does not mean you are allowed to put them in place and ignore me!!!

Now do it correctly or I will have no choice.

1. Primary contact
A designated contact person should be nominated, with a named email address for all correspondence.
2. Written communication
Communication should take place by email wherever possible, as this is RH’s 
preferred and required method of communication.
3. Acknowledgement and reply
All emails should receive a clear acknowledgement and a substantive personal
reply within 72 business hours, unless an extension is agreed with RH.
4. Clear and direct language
Responses should be unambiguous, specific, and free from vague wording.
5. Ongoing correspondence
Each email should be treated as part of the same continuing thread, with 
reference made to previous messages where appropriate.
6. Accessibility
Communications should be clear, respectful, and provided in writing. Relevant 
text should be included in the body of the email where possible, and 
attachments should be avoided where practical.
7. Meetings and notice
Reasonable advance notice should be given for meetings, tasks, or any required actions.
8. Meeting adjustments
Meetings should take place in quiet, well-lit but not bright settings, with breaks offered where needed and supporting materials provided in advance as Richard Holman really struggles with having to answer
there and then and if you do not support this then you will probably get an answer that is not logical and it is just and automatic reaction.
9. Hearing support
Appropriate hearing support should be provided where required.
10. All protestations of Mr Richard Holman on the days are to be ignored and if it is surmised by the person conducting the meeting that Richard Holman needs something then this must be provided. Strict reasoning why this has been needed must be supplied in writing to Richard Holman as is reasoning why something has not been supplied.
11. Safeguarding
Contact details for the designated safeguarding officer should be made 
available,
12. Autonomy and approval
At all times, Richard Holman retains his autonomy and the right to veto any 
selection, proposal, or arrangement as he sees fit. All nominated individuals and any similar appointments or arrangements must be approved by RH.
13. Legal basis
These reasonable adjustments are requested under the Equality Act 2010. Relevant case law includes Rackham v Judicial Appointments Commission (2023) and McQueen v General Optical Council [2023] EAT 36, which underline the need for practical, individualised adjustments for autistic and neurodivergent people.

All of these adjustments relate directly to the diagnosis of autism that Mr Richard Holman has received. Without these reasonable adjustments being implemented, Mr Holman is severely disadvantaged in his ability to use your services. This places him at a substantial detriment and, in his view, constitutes discrimination under UK law.

Rich

My second mobility car has arrived,i ordered the exact same corsa just spent a little more on this one.Due to my relapse and significant pain in my left side and leg,
I called mobility for their support to try and get the vehicle to me,as long driving can start to fluctuate my symptoms,and i didnt have any other support to get the car.

I am very,very happy the way they treated me on the call,with respect and compassion everything was quickly arranged and explained to me
I have my car now and its just lovely,I have taken good care of the first mobility car not because of £250 but because it is not my property and I am sure it will make the next driver very happy.

Yes it was a pleasure talking with mobility to arrange everything 😀

I currently have an electric vehicle through the Motability Scheme, but I do not have practical access to normal home charging. This means I am heavily reliant on public charging, and the real-world cost is substantial.

My recent charging records show me repeatedly paying around 59p per kWh. In less than a month, the amount of public charging required has already cost a significant sum. Extrapolated across a year, this can amount to well over £1,000 simply to charge the vehicle, with the potential for several thousand pounds over a three-year lease.

Motability’s response appears to boil down to: the choice to have an EV was ours.

That completely misses the point.

There is a major difference between technically being given a “choice” and establishing whether that choice is actually suitable, practical and financially sustainable for a disabled customer who cannot charge at home.

I am not suggesting Motability controls the price charged by public charging companies. I am questioning why a scheme specifically designed to provide mobility to disabled people appears to consider it acceptable that customers without home-charging facilities can face such a significant financial disadvantage, and then simply point to the fact that they chose an EV.

Where was the meaningful assessment of charging accessibility? Where was the consideration of the long-term financial implications of relying almost entirely on public charging? What meaningful support is available when those costs become apparent?

I have actual charging records demonstrating the problem. This isn’t speculation.

For an organisation whose entire purpose revolves around providing accessible mobility, I find the attitude deeply disappointing.

What a nightmare
Been with motorbilty since 2012
Boy as it changed in the last 6 months
Never had any issues before
But now it’s just a awful service
My car broke recently and I booked it in the garage for a diagnosis
Tried to get a hire car as I work
Asked how long will your car be in
To which I replied mmm I don’t know
Was told I could book a taxi
On Friday I phoned the number motorbilty gave me
I was 35 in a queue
With a estimate time of 30 minutes
So I tried on Saturday
Much better
Only 20th in a queue
So I waited and waited
Eventually I got through
After 10 minutes on the phone I got a taxi booked
To take me to work from the garage
Taxi went to the wrong address
Garage rung to say the drive shaft were broke it was deemed safe to drive and I could go and collect it after work
35 minutes on the phone trying to get a taxi through the RAC
I gave up and paid for a local taxi myself
Maybe that’s their plan
Now my car goes in on Monday for repairs as they had to order the parts
So I ring RAC
Great I get through pretty quick
But I was told they don’t do taxis for motorbilty customers only to hospitals
I am so disappointed
RAC waste of time
Motorbilty just passing the buck
Awful service
I only want a safe car to drive to work
But it appears no one can sort this massive problem out

Ken Jervis , Stoke . All staff are friendly and helpful. Special thanks to John Hart for fulfilling our Kia ev3 order and explaining all we needed to know.

Motability Experience
Providing reasonable feedback has elevated the opportunity to express how we express an experience. However, the use of dedicated "feedback" tools has become an indirect and possibly, a more "public" mechanism which claims to reach a wider audience and by default, a platform for a voice and opportunity for gratitude. Using an algorithm in combination with AI is seen as an unbiased tool capable of recognising intent and providing concise results. Using AI, properly configured enables a refined and pertinent message.
I wanted to ensure my opinion was clear and simple, neither promoted and certainly consistent with my opinion. But first, to reach this point, Motability, similar to other corporate companies fails, deliberate or otherwise, by minimising direct access for online feedback and short specific questions. Whatever the intention, a simple message could explain a step by step, routing solution. The customer wants a quick answer and a pre-recording direction, with keypad navigation demonstrates a determined and positive guidance can answer the purpose of such a tool whilst providing a means of access to the appropriate department. I would suggest this to be considered.
Discovering Motability around twenty years ago provided an unexpected freedom, after major surgery the prediction was grim, the opportunity to have "no worries" transport was a miracle ! I imagine few would complain.
My health has declined to the point where I can longer drive, over the last twelve moths I have not stepped outside and have not even taken the car for a "spin" !
This has not impeded Motability's ntinuous support. Recently, having to hand the vehicle back led to a desperate challenge to ensure the MOT was processed with all boxes checked.
The subsequent events were reminiscent of my first vehicle. From Kwik Fit, support with their Inspection Ramp failure, leading o a change of site, and the eventual collection by Looks Leap Motors (Liverpool), who confirmed the "hand-back" procedure was completed.
The entire event represents professional teams working together ensuring the minimum of fuss. Using SMS and telephone, arranging staff to do that bit "extra" has never faltered.
Motability, has grown to become a significant corporate and prides itself on a determination to be consistent with it's year-on-year high standards. I can say this because that exceptional determination made my circumstances safer. supported and above all, relieved !

The Motability scheme has become. Greedy, selfish, and. Most of the cars now are electric. They have no care for people in the countryside. If you live in the countryside. Do not apply for this.

When I started with mobility scheme the customer service was amazing. Only being with them just over 2 years. The first Car was from VW, one of the worst experiences ever with discrimination involved to the point a manager had to apologise and give a little gift. (USB-C VW Branded)
The car was fine the first few weeks then the engine light came on with lots of other lights to the point the car would run but all electrics like lights and stuff would just cut out. Reported to VW many of times. I escalated it with MS and they were fine and helped with everything.
Second vehicle after waiting months (still driving the dangerous car at the time of waiting) 5 months give or take. The Vauxhall mokka arrived, great mobility team while ordering the car. Once the car arrived it was nice and what we wanted. Then the problems started, lane assist pulling on the wrong side of the road. Then two Product safety recalls, one for electronics that never got done because “they didn’t have the tool” said they would call to get it back in. Month later no calls, I call them, they get it booked in, week later they cancel it because they needed the courtesy car for something else. They didn’t rebook they said they would get in touch. Since then I’ve tried constantly to get it back in. I contact Mobility Scheme for help, they told me to report it to RAC and they will mark it unfit. I call the RAC they plan the visit, 10 minutes later I get a call from RAC asking me questions about the car like will it drive to Vauxhall, I said yes but not safely, they asked why and they said stay below 50 miles an hour so the lane assist don’t kick in. I refused due to MS saying they have to come and say it’s not fit for the road. Today I receive another safety recall for a pipe that is fuel rail that can leak and lead to fire. I call MS again and ask for help and say I just give up with the car I don’t feel safe and their advice hadn’t helped in any way. I get a rude advisor (Grant) that’s response to was if RAC didn’t come then it’s fit for the road. If I wanted to give up on the car then they would charge me £250 just because the RAC didn’t come out. Then ended the chat when trying to defend myself. These people are meant to be considerate when it comes to their disabled customers and should be putting our safety first, mobility scheme is not free and neither is all the upfront costs for the car. If I’m paying 400+ on a car it needs to be safe for me and my family, in the end it was about £250 and the RAC. Please have a serious think about joining the scheme, car finance payments are cheaper and they look after you better. Now I feel unsafe and discriminated against. AS YOU CAN TELL BY THEIR REPLY THEY DO NOT CARE. PASS THE BLAME ON TO SOMEONE ELSE. LIKE I haven’t tried to contact Vauxhal. Just pay the 250 that’s all they want . Don’t care that RAC have cancelled two visits and Vauxhall don’t reply.

This scheme provides vital independence and safe travels to critical medical appointments. The vehicle's stable, comfortable seating is incredibly supportive during seizure episodes, and the customer service is always compassionate.
My only major concern is affordability.
The rising upfront advance payments are becoming a big worry for the future.

Tried to find a small electric car suitable for under 25s to replace my current lease (an electric Fiat 500). A simple request but there are none on the scheme. I don't care what make I have, it just has to be small to fit in my garage. I thought there was supposed to be a push towards EVs to save the planet, but I am now being forced back to the petrol station. So disappointing, I am seriously considering leaving the scheme, rather than renew next month. Customer service just did the same search as I did and told me what I already knew - sorry, no suitable cars for you.
I appreciate the response message from Molly, but I have been searching for over 3 months now and still no small electric cars for young drivers (even though I got one no problem for my last lease). I have been told that I cannot extend my lease even if there is no suitable car for me, so I have to hand my current electric car back and get a petrol one in 3 weeks' time or leave the scheme. Not a great way to treat a loyal customer.

When my son’s CDP came through we joined the scheme as was the only way we could have a car.

Had the front tyres replaced after a year and a half. Rears had a bit more wear in them but ended up with a screw through one. The process to get this sorted was shambolic and no wonder the scheme is haemorrhaging money.

Delayed at Kwik fit because a motability administration wally decided they knew better than the fitter and argued whether both rears needed to be replaced even though clear perishing. If I had my own car I would have replaced all 4 at the same time. Not an unreasonable timeframe! Or do they want me pulled over by police for tyre treads.

Now I have a warning email saying I’m close to going over fair use policy?! For 4 tyres changed because they needed it? So what happens for the remaining term. Fitter suggested buying my own and swapping them back before I hand the vehicle back but when you live off disability and UC how can I afford that as an unpaid carer.

Put complaint in but no one really interested. Looked into leaving early but they want to charge me £250 for exiting contract and only if they agree I can leave.

Dread to think what they’ll charge me if I dare to get another screw in the tyre. Poor state of council roads outwith my control.

Wish I’d never taken out the contract. They take most of my child’s disability allowance and it is not worth it.

You’ll just get lip service from motability. Avoid avoid avoid. Happy for my child to be without transport in a rural area for 2 weeks due to tyre damage outwith my control. No care or empathy.

** the car has now been in for its first service. Skoda found a leak in the suspension but notability won’t let them repair under warranty. Instead I have to wait 3-4 months, take it back for an inspection then they’ll consider a repair under warranty. I live 20 miles from the garage. I have to take a whole day to take it in and arrange replacement care for my son when I’m not there. Had much better time with garages when I used to have my own car. Motability really do not care and it doesn’t make life easier! Too much stress. Giving it back when contract ends and if I come into £250 I’ll be handing it back early.

*** and a pointless gaslighting reply from motability that does not reflect our actual experience

I've had such an a stressful time trying to sort out an issue with my car. I've just spoken to Rachel who was so helpful and after an afternoon of phone calls and getting nowhere as she he answered my problems completely

I spoke to a very nice person called Charlie this person could not do enough for me he was just so helpful and very patient with me he took a way all my stress i just want to say thank you Charlie kind regards
Mr Dale Lawrie

Husbands been using motability for about 8-10 yrs. Started with Ford who were fantastic until they wanted £4/5k upfront for similar car.Went to Nissan, they were good but the car had some issues and upfront costs were high so moved to Peugeot which offered a great car for no upfront costs! Alarm bells should have rang! The car has been in the garage more than on our drive! Peugeot have been ok but seriously, a car that's not fit for purpose! For a disabled person! Were now going to send it back and save the money to buy a second hand car. These companies have a lot to learn and need to listen to their customers.