Motability Scheme  Avis 

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

They say they look after their customers but they don’t they leave you too fight it out with a dealership to get the car repaired and they sit there and do nothing to help you then they have the front to make you feel worthless by blaming it on you when the car is sent back as it’s not safe to drive

All the bullying from motability and they have stop drivestupid because its not working. Any compensation for the bullying motability

Don't use this scheme!!! Its not helpful anymore!! They just want to stalk and control you!! They claim its helpful.......... But ask anyone who's been FORCED to use their drive smart scheme........... AND believe me not one person will say its 'helpful'.

Cos drivesmart judge your driving. They have multiple RIDICULOUS criteria. If you drive for over 1 hour.......... then you MUST take a break for 10 minutes. THAT INCLUDES if you're traveling an hour and 10 minutes!!!! Oh and what's the penalty........ WELL YOUR SCORE GOGES STRAIGHT INTO THE RED!!!

If there is an old lady crossing the road.... and you break to not bump into them!!! Guess what?? Drivesmart says that harsh braking is bad........... SO YOU SHOULD RUN THAT LITTLE OLD LADY RIGHT OVER!!! IF YOU DON'T YOUR SCORE GOES INTO THE RED!!!

THIS IS DISCRIMINATION!!! THIS IS PUNISHING DISABLED PEOPLE THIS IS DISGUSTING!!

Dreadful service from Motability - I have 2nd vehicle on the scheme and whilst Motability's CEO has a package o f at least £846,000 a year these days clearly this is not the result of good customer service by Motability which just gets worse. The "bot" accessing my Motability account openly says that it cannot accept direct questions and the subject boxes are im possible ... all for a question about the next service of my vehicle. Neither my carer nor I get any joy... giving up after waiting 38 minutes on the phone too. With the results of the Government's demands falling due to customers of the scheme by 1st July 2026 I will hardly be surprised if there is a significant exodus from the scheme precursored by many fewer new customers. A reducing focus on the needs of disable people - shame on you Motability

The drive smart is reportedly riddled with faulty assumptions and direct line are not interested. They ignore the obvious and cancel the insurance, thus the lease.
They are using the smartphone sensors in isolation and are not interested in the reason for.
They have dragged a respected Motability service into people fearing for their freedom. Shameful.

Absolute disgrace of a scheme! Not a single one of these people care about disabled people! I have had nothing but stress after falling into their trap! I have lost money, property and received fines for a car I wasn’t even driving! For which I have had to get the police involved. Customer service are useless! As if having disabilities isn’t hard enough on the daily, this scheme just makes it worse!

The reduction in miles is totally ridiculous. My son and myself are disabled. Twice as many appointments so how on earth can we keep under the limit. Its going to cost £1000's to stay just in the mileage alone. Total discrimination.

Motability was a supportive trustworthy organisation which supported many disabled in maintaining independence sadly this had declined rapidly the philosophy behind Motability is quietly changing: from empowering disabled people with personal freedom…to managing disabled transport through more controlled, monitored and standardised systems, reduction in mileage, increased excess mileage charge, VAT on advance payments, increasing advance payments, reduction in tyre replacements, unable to extend leases etc
Motability risks fundamentally altering the scheme from a support-based system into one based on surveillance, restriction, and compliance monitoring – and resulting in real safeguarding and accountability concerns.
I recognise that there is a need to manage costs and ensure the long-term sustainability of the scheme.
However, this must be balanced against the significant financial strength of the Motability system, which has reported substantial reserves and surpluses in recent years. Against that backdrop, it is deeply concerning that measures being introduced to control costs are placing the burden on disabled people through increased monitoring, restriction, and risk of losing essential support.
Cost management cannot come at the expense of dignity, safety, and fundamental rights. Any approach must be proportionate, transparent, and fair — and must not shift risk onto those who rely on the scheme for basic independence.
Motability needs to regain trust by openly addressing the concerns that customers are actually talking about, rather than appearing to pivot the conversation elsewhere.
They have not made a minor policy adjustment but a fundamental change to how essential disability mobility support is accessed, monitored, and potentially withdrawn, with significant implications for human rights, equality, and democratic accountability.
A Motability car is not a luxury, it is independence, dignity and freedom.
Disabled people do not just need “access to transport.”
We need independence, choice and control over our own lives.

It is now very time consuming stressful and no longer user friendly when contacting Motability Operations. Many users give up due to long delays on the telephone and online chat calls. Even authorised dealers are experiencing problems and delays in getting routine repairs and maintenance authorised by them, needing videos etc. as proof of failure and dilapidation 😡😱

I think Motability need to have major rethink on how they operate and the real needs of disabled people.
When I joined scheme it was excellent, great car choices and prices were well below what you could get through leasing offers, 20,000 miles a year usage, great service and option to purchase the vehicle at end of the lease if you wished to.
Now! O my god what a change! And NOT for the better. How can a scheme (Charity at that) get so bad that at the end of the lease you can get same car, same mileage and lower up front payment with much lower monthly payment than through the scheme designed for disabled needs! It beggars belief!
Latest Update, from July 2026 they have halved the amount of mileage and dramatically increased the excess mileage charge to an extent that in my situation it would now involve an additional payment on end of lease of £7,500!!!
So I pay upfront in region of £4000 for average EV ( of which I’ve had 2) pay total allowance including increases over next 3 years and at end of lease pay another additional £7500.
This was designed as a means of disabled and people with mobility issues a cost effective way for them to keep mobile and independent but now just turned into a Big Business Corporation and NOT a Charity.
All lease companies charge excess mileage at around 7 to 12pence per mile, you are now charging 25pence per mile - ripping off people on the scheme and reducing there mobility due to increased costs.
Disgraceful for an organisation put in place to help mobility you are now restricting it.