Motability Scheme  Avis 

My husband has used Motability breakdown service twice in the short time he’s had his mobility trike, they have always been extremely helpful, polite & knowledgeable, they’ve kept us updated & followed up with a curtesy call. The companies they’ve used to pick up the trike have delivered well within timescales & the companies used have been friendly, polite & helpful, we are very happy with the service we’ve received.

Very happy with the communication from Andrew. Very helpful and polite

I took my car back to the garage as the oil like came on then told 2-3 weeks to check it. Went back to Motobility and seem to be running around a lot (On the phone) to get another car. Really thinking of Jacking it in as I do not seem to be getting anywhere.

Motability is now putting profit above all else and the changes they have implemented are not helpful to the people they are supposed to represent. People are moving away from them and who can blame them. I have used this scheme at least seven times (21 yrs plus) and am disgusted and annoyed at their changes which have caused upset and resentment with us disabled.

I’m having such a bad experience with BYD where my car is from it’s 5 months old and developed a fault it’s been been BYD for nearly 3 weeks I’ve had no communication or update from them everytime I call I’m told I’d receive a call back and they never have done this. I called Motability as I didn’t know what else to do I was put through to Leon, he was absolutely amazing, his telephone manner is excellent and he advised me on multiple extremely helpful things he got in touch with the dealership on my behalf, even though this isn’t resolved yet I just wanted to do this review as Leon should be recognised as this was the best call iv ever had with an agent from any and every company I’ve dealt with over the years. The dealership sold me the car and left me out to dry but Motability and Leon and then Lara who I spoke to today held my hand and ensured I wasn’t alone in this. I’m currently going through elevated levels of pain due to my health condition worsening and have been referred for urgent surgery and my patience level understandably isn’t great but I can’t sing his praise any higher, Motability you have great people working for you , thank you Leon, Lara & team

They are bullys they left me with out a car 6months . Cos no one was following up there end . They are so bad at there job . So stressful . I dont do sociol media how about just providing a number. Plus i v rang so many times you just dont sort it . You never phone i give up with you you've raised my cholesterol

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.

Returning my Motability vehicle was one of the most stressful customer service experiences I've had.

I was instructed by my neurology consultant to stop driving and surrender my licence to the DVLA while medical investigations were ongoing. Despite explaining this throughout the process, I encountered repeated problems and received inconsistent advice from different advisors.

The cancellation process was not handled correctly from the outset, which created further problems when I returned the vehicle. I was repeatedly told that my options were either to remain on the scheme by ordering another vehicle immediately or, if I returned the car, I would be unable to reapply for 12 months. I was told this was due to a policy, but despite being told I would receive a text message with a link to it, no link was ever sent.

I was also advised to contact Direct Line and begin an insurance claim regarding the vehicle, only for the dealership to confirm that no repairs were required and that the claim should be cancelled. This was unnecessary inconvenience caused by incorrect advice.

Because the cancellation had not been processed correctly, the dealership was unable to complete the handover as expected and was effectively locked out of the system. What should have been a straightforward 15-minute return took around two hours, leaving me embarrassed and waiting while the issue was resolved. The vehicle itself was accepted in good condition, so the delay was purely due to administrative issues.

I was also given incorrect information about my refund and was initially told my Advance Payment refund would be £250, when it was actually refunded on a pro-rata basis.

After returning the vehicle, I continued to receive marketing emails encouraging me to choose another Motability car, which felt entirely out of touch with the situation.

When I later raised my concerns, I didn't feel they were reviewed as a genuine complaint. Instead, I felt the focus was on explaining the final outcome rather than investigating the inaccurate information, unnecessary delays and poor handling that had led to the complaint in the first place. I was ultimately told there was no route to escalate my concerns further. While the correct information was eventually provided, it came only after considerable inconvenience and frustration.

My frustration wasn't with the final decision alone, but with the inaccurate information, inconsistent advice and poor handling of the process that led up to it. They weren't willing to consider any goodwill such as waiving the early exit fee.

Overall, I found the service poorly communicated, inconsistently handled and unnecessarily stressful and time consuming. I expected accurate information, a straightforward vehicle return and a proper review of the concerns I raised, but unfortunately that wasn't my experience.

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

Motability have brought an exemptions criteria in where every customer will be paying the same amount of money every month but on different contracts with different perks. If your working you can claim the exemption and be able to gain extra mileage whereas other customers that cannot work due to no fault of their own, will not be able to have the same luxury of extra mileage. If I'm getting less miles then why am I paying the same money every month as somebody who is allowed more miles? The scheme is supposed to be accessible to everybody with disabilities, not only the select few that motability deem worthy of being awarded extra miles. It's only fair to give everybody the same mileage allowance as we are all paying the same money every month. There's too many restrictions being brought in such as tracking boxes, mileage cuts etc. It's not as if motability are giving us these vehicles for free-we are paying a lot of money for them every month. Will be buying my own car when my lease ends with no restrictions and will be better off.

​🌟☆☆☆☆ 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.