Husband and I split up, I was designated driver for his vehicle as he was entitled to the car but couldn’t drive it due to seizures. Now he can’t give the car back (which has been sitting on his pare... Voir plus
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Bien que nous ne vérifiions pas les affirmations individuelles, car les avis reflètent l’opinion personnelle des utilisateurs, certains avis sont accompagnés du statut « vérifié » lorsqu’il est possible de confirmer qu’une interaction avec l’entreprise a eu lieu. En savoir plus
Pour protéger l’intégrité de la plateforme, chaque avis, qu’il soit vérifié ou non, est analysé par notre logiciel automatisé 24 h/24 et 7 j/7. Il identifie et retire tout contenu qui enfreint nos conditions d'utilisation, y compris les avis qui ne se basent pas sur des expériences authentiques. Nous sommes conscients que nous ne pouvons pas tout détecter, et vous pouvez nous signaler tout élément qui aurait pu nous échapper. En savoir plus
Lisez les avis des autres
Every time I have had any interaction with the customer service team at Motability they have been faultless. I rang them on Friday about my wife’s motability car as it is due to be changed so we cont... Voir plus
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Absolute disgrace. Was advised that my tire would fail an mot test. Motability refused to do anything about it....result...mot failure. So had to travel back and forward (only kwik fit can change a ti... Voir plus
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Leased a car through the scheme and the Vehicle had loads of problems on delivery. You are not protected under the consumer rights act 2015 so you have no comeback, because we would not except this ve... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
The Motability Scheme is the UK’s leading car scheme for disabled people. We help over 650,000 people across the UK to enjoy everyday freedom, by exchanging their mobility allowance for a brand-new car, Wheelchair Accessible Vehicle (WAV), scooter or powered wheelchair. Find out more www.motability.co.uk
Coordonnées de contact
22 Southwark Bridge Road , SE1 9HB, London, Royaume-Uni
- www.motability.co.uk
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Motability Scheme, a taxpayer funded moneymaking scheme which exploits Disabled People.
I am extremely dissatisfied with the level of service I have received regarding ongoing issues with my vehicle.
As a disabled customer, I expect a duty of care and appropriate support. Unfortunately, my experience to date suggests a lack of both. I have reported concerns with my vehicle over several years, specifically relating to its performance and safety. Despite requesting thorough inspections via a Volkswagen dealership, I have repeatedly been informed that no fault can be identified.
I have also sought assistance through the RAC; however, their assessments appear limited to diagnostic scans, which have not addressed the practical issues I am experiencing.
The vehicle demonstrates concerning behaviour, particularly at roundabouts, where it struggles to accelerate from a stationary position. This delay in acceleration presents a significant safety risk, as it affects my ability to safely merge into traffic. This issue has been independently observed and confirmed by multiple drivers.
Given these ongoing safety concerns, I formally requested a vehicle exchange through Motability. However, I feel that my concerns have not been adequately addressed, and instead I have been encouraged to enter into a new agreement, potentially at my own cost. I do not believe this reflects an appropriate or fair resolution, particularly where safety may be compromised.
I am now seeking guidance and support, including legal advice if necessary, to understand my rights and to pursue a resolution that ensures my safety and fair treatment as a customer.
20 avril 2026
Avis spontané
Réponse de Motability Scheme
Hi Kes,
Thank you for taking the time to share your thoughts.
We understand how worrying and frustrating vehicle problems can be and are sorry to hear you have been experiencing these.
You’ve absolutely done the right thing by taking the vehicle to Volkswagen and getting the RAC to take a look. They are our trusted mechanical experts for the Scheme, so it’s disappointing to hear that the issue hasn’t yet been identified.
If you haven’t already, we would also recommend seeking a second opinion from another Volkswagen dealership, as this can sometimes help to identify and resolve the problem. You can find your nearest Volkswagen dealership on our website:
www.motability.co.uk/find-a-dealer
If you’d like to talk anything through further, please feel free to contact our live chat team at motability.co.uk/get-support/contact and quote “Trustpilot”. They are available Monday to Friday, 8:30am to 6pm, and Saturdays from 9am to 1pm.
Take care,
Lisa
Worry free motoring not.
Worry free motoring not.
I don't know what has happened to this company but it's went down hill fast.
My charger stopped working and I was passed around dealing with Motability and Ohme. The problem is Ohme are terrible and do not help at all.
In the end I paid for a it to be fixed. Motability advice at the time was just charge away from home.
Lastly I spoke with them today and they confirmed these black boxes will eventually installed in all cars regardless of age.
I intend on leaving the scheme and leasing instead.
21 avril 2026
Avis spontané
Réponse de Motability Scheme
Hi Frank,
Thank you for taking the time to share your thoughts.
We’re sorry to hear about the issues you experienced with your home charger, and that you had to cover the cost of getting it fixed. We understand how stressful this must have been and that it has left you feeling like you’d like to leave the Scheme.
As Ohme is our charge point supplier, they are best placed to resolve any issues with the charger directly. We’re disappointed to hear that your experience wasn’t as smooth as it should have been, and that this led to unexpected costs. If you haven’t already, we would recommend raising a formal complaint with Ohme so they can look into this further. If you’d like to talk to us about this more, please feel free to reach out to our live chat team at motability.co.uk/get-support/contact and quote “Trustpilot”. They are available Monday to Friday, 8:30am to 6pm, and Saturdays from 9am to 1pm.
Please also note that Drive Smart has been paused for all customers from Thursday 14th May. We’re using this time to review how it works and to ensure it better supports our customers.
You can find more information on our website:
www.motability.co.uk/get-support/during-your-lease/cars-wavs/drive-smart/more
Best wishes,
Lisa
Horrendous experience
Horrendous experience. Patronising rude staff who talk over you, give you duff advice and can't wait to hang up on you in the name of zero tolerance when you have the audacity to be annoyed. Spent most of the afternoon on the phone to them and turns out, surprise surprise, that they didn't give me the full information I needed to begin with. The RAC option is an AI operated nightmare as well which doesn't actually give you the option to speak to a person first if your situation isn't straightforward. Their service levels have certainly plummeted in line with their substantial financial losses it would appear. But hey, I guess the disabled folk should just shut up and be grateful right 🙄
16 avril 2026
Avis spontané
Réponse de Motability Scheme
Hi Baggyrstz,
Thank you for taking the time to leave your review.
We’re sorry to hear about your experience with the RAC, and that you felt our staff came across as rude and patronising. This is certainly not the level of service we aim to provide, and we understand how disappointing this must have been.
When customers get in touch for help and support, we always do our very best to assist and to guide them in the right direction where something falls outside of what we’re able to help with.
We do ask that conversations with our Specialists remain respectful. In situations where this isn’t the case, this would be addressed and the call may need to be ended.
We do hope everything has now been resolved for you. If do need to discuss anything more, please feel free to reach out to our live chat team at motability.co.uk/get-support/contact and quote “Trustpilot”. They’re available Monday to Friday, 8:30am to 6pm, and on Saturdays from 9am to 1pm.
Best wishes,
Lisa
Won't help with cancer treatment mileage.
This is the feedback I sent motability, I have previously sent them evidence of my husbands health. They have really screwed us over.
We've had no choice but to leave Motability. Because we need to travel for cancer treatment from Cornwall to Manchester at least once a month, we use a lot of miles. Although I am greatful that (after having to contact the CEO) the excess mileage charge was revoked, it's been clearly stated that this wont happen again. Charging us excess mileage charge put us further into debt and we simply cannot afford that to happen. The only way we could get a car in previous years was through Motability. When I spoke to the accounts manager he made a point of saying "You get a new car for £320 a month." But we didn't want a new car, we needed to get to cancer treatment. Edward has had cancer since he was 17 and it's been relentless in relapsing. He hasn't been able to save money because of extra expenses and has relied on benefits due to poor health. He couldn't finance a car and was declined. Because of the black box being introduced recently and the rule of only being able to drive for one hour at a time, 6 times a day; we would be flagged as a bad driver just getting to and from Manchester for life saving cancer treatment. Then we read you are giving gift cards as incentives! How about putting that money towards helping your most vulnerable clients instead of forcing them into debt. Like your account manager said, "We need to make money from somewhere." We tried again recently to privately finance a second hand car and after telling them our situation, after first declining us, they accepted. I'm so glad someone has compassion. This is going to affect us financially, waiting 6 weeks for PIP to back date the payments, but it won't be as devastating as the charges Motability will give us. You were a fantastic company up until recently. I am so sad how you've changed. I've been considering going to the media about this, because surely you can't legally say you're helping disabled people get mobile when we feel we have no option but to leave. Do better, greed has got this once wonderful company. What a shame.
16 avril 2026
Avis spontané
Réponse de Motability Scheme
Hi Edward,
Thank you for taking the time to share your thoughts with us.
We are very sorry to hear about Edward’s cancer diagnosis and the additional worry caused by the excess mileage charges. We appreciate how stressful this must have been for you.
As costs across the Scheme continue to rise, we have had to focus on its long-term sustainability to ensure we can continue supporting our customers for many years to come. Any profit made is reinvested back into the Scheme so we can continue offering our all-inclusive package that is so important to so many.
We always aim to support our customers wherever possible, and we’re pleased we were able to assist with the excess mileage on this occasion. We completely understand that the Scheme may not be the right choice for everyone, and that you need to do what is best for you and your family.
We truly wish you all the best going forward.
Take care,
Lisa
Remove cars from the scheme on a whim. Ridiculous call wait times!
You could be dead by the time it takes this lot to answer the phone!!
Also remove cars from the scheme on a whim, so why the hell do they ask you to do your research in advance before ordering???
14 avril 2026
Avis spontané
Réponse de Motability Scheme
Hi Nicholas,
Thank you for taking the time to share your experience, I’m sorry to hear of any previous delays in reaching out to us.
It may help to know we can also be contacted via Live Chat on our website: motability.co.uk/get-support/contact. Our opening hours are Monday to Friday, 8.30am to 6pm, and Saturday, 9am to 1pm.
I can completely understand the disappointment if a particular vehicle is no longer available on the Scheme, we update our available vehicles and prices every three months so we can offer you the best deals from each manufacturer.
Thank you,
Molly
I had quite a few issues that I needed…
I had quite a few issues that I needed help with. I spoke to Andrew on the web chat and I couldn’t ask for a better person to help with my issues. I would highly recommend using web chat as all of your queries and worries are addressed in a kind and considerate manner. I was put at ease and the gentleman went out of his way to help me today. Very happy customer
14 avril 2026
Avis spontané
Réponse de Motability Scheme
Hi Christine,
Thank you for taking the time to share your experience. I’m so glad to hear that my colleague Andrew was able to help you in such a kind and considerate manner.
We truly appreciate your lovely feedback.
Best Wishes,
Molly
Awful shambolic companies
Absolutely dreadful and cold people I had a car and halfway through lease direct line cancelled because of a few claims .Neither motability or direct line listened or offered alternative help had to force motability to end lease yet they blame me for breaking it run far away from Direct Line and Motability.They tried to make me keep a car of no use to me.All that money down the drain.
1 avril 2026
Avis spontané
Réponse de Motability Scheme
Hi Melissa,
Thank you for taking the time to share your review. I’m sorry to hear of your experience, it’s disappointing you feel you did not get the right support.
Your feedback is important to us, so if you’d like to discuss this further, we are always happy to talk to you. You’re welcome to contact us via Live Chat on our website and quote “Trustpilot”: motability.co.uk/get-support/contact. Our opening hours are Monday to Friday, 8.30am to 6pm, and Saturday, 9am to 1pm.
Take care,
Molly
I completed my registration online
I completed my registration for motability yesterday, but I haven’t been to look for a lease car as yet.
10 avril 2026
Avis spontané
Réponse de Motability Scheme
Hi Donna,
Thank you for taking the time to reach out, if you’re still interested in looking for a car, you can find lots of helpful information on our website: https://www.motability.co.uk/find-a-vehicle
If you need any further guidance, we are always happy to talk to you. You’re welcome to contact us via Live Chat on our website and quote “Trustpilot”: motability.co.uk/get-support/contact. Our opening hours are Monday to Friday, 8.30am to 6pm, and Saturday, 9am to 1pm.
Take care,
Molly
Absolutely disgusting
The new 10k rules means people will no longer be able to use their cars for work or holiday. Absolutely awful treatment. All while the CEO walks away with a massive amount of money. This car will be my last with motability. I have joined the legal challenge as it is totally discrimination.
10 avril 2026
Avis spontané
Réponse de Motability Scheme
Hi Tristan,
Thank you for taking the time to leave your review, I’m sorry to hear of your concerns to the upcoming mileage changes to new leases.
The changes to mileage were essential in response to the tax changes introduced in the UK Government’s Autumn Budget. Without reviewing how we could reduce overall costs to the Scheme, this would have added around £1,100 on average to the cost of a lease, which we know would be unaffordable for many people.
As mileage is one of the biggest cost drivers on the Scheme, we have adjusted it to be more reflective of what the majority of our customers use, whilst offering the option to have additional mileage at an extra cost at the end of your lease. We understand this may impact people differently, but this approach allows us to reduce the impact for as many as we can, whilst keeping the Scheme sustainable for the long-term.
Take care,
Molly
Motability sucks!
Ive hated my car since day one, scalded several times, because the cup holder is useless and entertainment problems, key fob problems which Skoda swears they fixed, 2 minutes out of the showroom its acting up again, we even got locked out of the car a few times. When you go to a big dealer and say can you sort this and they say they can't possibly they haven't got a key to the cupboard. I told motability enough is enough but Motability just wanted me to pay to send it back, and I couldn't afford to. My tyres where all cracked on the tyre wall, motability refused to let Quick fit change them, this happened 3 times. A stroke of luck happened when we got a puncture, they couldn't repair it and 4th time the tyre got replaced. Today my Hubby decided to take on the lease and choose his new car, he was told by the grants team you can't have anything you want, as we couldn't afford the upfront for the car that would be ideal, she said go for a no upfront car, suggesting a mini, when we have 3 dogs a walker and a scooter, none of the no upfront cars where suitable. The grant department where not sympathetic the woman was saying go for an electric car, there is a load been put on with no upfront, I told her I can't charge it, I don't have a drive, my house is on a public walkway, and its three times more expensive to charge at a supermarket. Im done with motability, sick of arguing with them, can't wait to hand the car back and be done with it.
9 avril 2026
Avis spontané
Réponse de Motability Scheme
Hi Jo.
Thanks for taking the time to leave your review and for sharing your experience. It’s disappointing to hear that you are unhappy with your vehicle and wish to end your lease.
We understand how important it is to have a reliable vehicle, so I am sorry that your key fob issue was not fixed by the dealership on your visit. If the fault remains, we recommend you book your car back in with the dealership, or you may want to seek a second opinion at an alternative branch. You can find your local dealerships using the find a dealer page on our website, motability.co.uk/find-a-dealer.
There is no automatic right to end your contract early. Our aim is to support you remain in the lease for the full term you have signed up for. Cancelling your lease can only ever be agreed in exceptional cases and a cancellation fee does apply if agreed.
Kwik Fit approve any tyre replacements and tyres are only ever replaced when necessary. If you are concerned that your tyres are not safe, Kwik Fit are our tyre experts and you should discuss this with your local branch. If they deem the tyres unsafe, they can seek authorisation to change your tyres through their dedicated Tyreline.
We would be delighted to welcome your husband to the Scheme. The Motability Foundation grants team are separate to Motability Operations. The Motability Foundation aim to help as many customers as they can, but they will always look at the most cost-effective suitable solution for the customer needs. This may also mean asking customers to consider an electric vehicle.
If you do wish to discuss any outstanding issues with your vehicle, we are always happy to talk to you. You’re welcome to contact us via Live Chat on our website and quote “Trustpilot”: motability.co.uk/get-support/contact. Our opening hours are Monday to Friday, 8.30am to 6pm, and Saturday, 9am to 1pm.
Best wishes, Hayley
Charlie Review
I spoke to Charlie today and I was absolutely amazed by his customer service. I was having an ongoing issue for months that he was able to sort out in ONE phone call. He was sincere and genuinely cared for my concerns, I honestly appreciated the help so much. I hope his team and manager realise what a valuable team member they have and give him a fat raise! Thank you so much Charlie
9 avril 2026
Avis spontané
Réponse de Motability Scheme
Hi Zineb.
Thank you for taking the time to leave your review. Your positive words really mean a lot.
It’s great to hear that Charlie was able to sort out your ongoing issue and I’m sure he will be delighted to read your feedback.
If you need any other support with your lease in the future, please do not hesitate to get back in touch.
Best wishes, Hayley
I needed to change my email address but…
I needed to change my email address but for someone that is computer minded it was made easy and all sorted in minutes and very helpful person thank you for your help
8 avril 2026
Avis spontané
Réponse de Motability Scheme
Hi Janet.
Thanks for leaving your positive review. It’s great to hear we sorted updating your details so quickly.
We are always happy to help, but for customers who are comfortable using computers, personal information can be updated within the online account at www.motability.co.uk.
Best wishes, Hayley
useless service
useless service I’m taking them to court for the anxiety and depression they have put me through
15 mars 2026
Avis spontané
Réponse de Motability Scheme
Hi Chris,
Thanks for leaving your review. I’m saddened to learn of the impact your time with the Scheme has had on your mental health. Please know, we are here to support customers as much as we can.
If you would like to discuss your circumstances with us, please do not hesitate to reach out. You’re welcome to contact us via Live Chat on our website and quote “Trustpilot”: motability.co.uk/get-support/contact. Our opening hours are Monday to Friday, 8.30am to 6pm, and Saturday, 9am to 1pm.
Best wishes, Hayley
Can’t get Drive Smart monitor to work or customer service to help
With two severely disabled daughters our family has used the motability scheme for many years and found it very good. However, having just changed our car on the lease, now, because my son is under 30, both he and I, as drivers are required to install a Drive Smart app (despite both driving safely and without collision for many years!). The drive smart app has been downloaded but will not work; I am receiving regular emails to remind me that the insurance policy will be void by day 10, and the vehicle lease may be withdrawn (anxiety inducing!) because the monitoring device has not been installe; and it is impossible to get through to customer service to get help: no call back on first request and no answer after waiting on the line 38 minutes this morning. I have now completed an online complaint and requested help. Customer service for an app that I’d rather not have (and in fact was never advised I would have to install when I paid the deposit and took out the lease) is a total farce! Let’s see if a human being actually gets in touch to fix this mess.
Update 12.06pm 8/4. Still no response from Motability so called and requested a call back again this morning. Also thought I might call customer service and select an option other than ‘drive smart’ to see if that got me through to a human. It did! However all she could do was try to put me through to the drive smart team. That resulted in a recorded voice saying they had a record I had requested a call back and they would be in touch! The deadline for installing is today. I give up!
1pm. Got a call back and issue (the central system had incorrect phone number!) was resolved. Set up was straight forward.
6 avril 2026
Avis spontané
Réponse de Motability Scheme
Hi Suzanne,
Thanks for sharing your experience. I’m sorry to hear that you had an issue installing DriveSmart and getting the matter resolved quickly. I appreciate the issue will have been worrying, so it is disappointing that there were some problems getting assistance with this sooner.
I am pleased you received a call back and the DriveSmart team were able to help. If we can be of any other support in the future, please do not hesitate to reach out.
Best wishes, Hayley
Absolutely appalling service
Absolutely appalling service, making Disabled customers jump through hoops, adding to their anxiety and stress.
6 avril 2026
Avis spontané
Réponse de Motability Scheme
Hi James.
Thanks for taking the time to share your review. I am sorry to read you are unhappy with the service you have received.
We would like the opportunity to discuss your circumstances in more detail, as we will always do our best to help where we can. You’re very welcome to contact us via Live Chat on our website and quote “Trustpilot”: motability.co.uk/get-support/contact. Our opening hours are Monday to Friday, 8.30am to 6pm, and Saturday, 9am to 1pm.
Best wishes, Hayley
Targeting Disabled Customers
I've been a customer for many many years. Over the last year the changes made to the scheme seem to be at the detriment of the very people its designed to help. Just a reminder, this is a paid for service, every customer of motability pays for their vehicle. The withdrawal of 'higher' end vehicles, to be followed by halving the mileage and now the addition of black boxes. All designed to target disabled people and cause significant anxiety and distress. From forums that I am on, the mass exodus of customers might be the downfall of motability. Many customers will choose not to renew contracts and take business elsewhere.
5 avril 2026
Avis spontané
Réponse de Motability Scheme
Hi Sarah.
Thanks for taking the time to get in touch and for sharing your thoughts. Please be assured, any changes to the Scheme have not been made to cause anxiety and distress. Our focus remains on supporting customers and ensuring the Scheme remains sustainable for the long term future.
We understand that some customer’s will have been upset by the updates to the cars available on the Scheme last year. The vehicles that were removed from the Scheme tend to be higher cost vehicles that sit outside the Schemes focus on essential practical mobility. Customers still have plenty of choice. We’ll keep reviewing the range to make sure it continues to meet our disabled customers’ needs and represents the best value we can offer.
Because of Government tax changes due to come into effect from 1 July 2026, we have had to make some further adjustments to the Scheme. We understand that the changes will impact customers differently.
If we did not make anchanges, every customer on the Scheme would need to pay around £1100 more for their lease. On average over 73% of our customers drive 10,000 miles or less per year which is why the new limits has been introduced. We understand that some customers will need to drive further, however, the more miles a car does, the more it costs to insure and maintain which is why there will be an additional charge for higher mileage users.
We have made these changes very carefully to reduce the impact as much as possible, protect what matters most in the lease and keep the Scheme good value. Existing leases are not changing, customers keep the terms they already have.
Insurance costs have also increased significantly over the last few years and the introduction of DriveSmart has helped to bring these costs down by reducing claims. Although Drive Smart has been paused, we will reintroduce DriveSmart when it better suits customers needs.
I hope this explains why the changes have been necessary. You can keep up to date with the Scheme changes on our website, motability.co.uk/changes.
Best wishes, Hayley
Drive smart…. Awful
Absolutely terrible since the recent changes. Governing customers and drivers claiming they are reducing costs for members of the scheme yet this is obviously the absolute opposite. The amount of issues we’ve experienced with the “drive smart” black box is insane. Misjudging our journeys and making false scores. Feeling anxious and worried we’ll have the only method of transport we have stripped from us. It’s a horrible way to live. Do better motability. Remove these black boxes.
6 avril 2026
Avis spontané
No Regard For The Disabled
With the change in mileage allowance. Plus the lowering of tyre usage. These actions are purely profit driven and nothing to do with the Budget. Motability customers need the assess their position.
There is justifiable reason to halve mileage allowance. Or lowering the tyre usage with increased road problems like potholes.
Motability ignore all communications regarding customers feelings on this.
My advice is to look around for alternate leasing. If you have to use Motability. Use the allotted tyre usage. If more are needed then shop around for a cheaper fitter. The 3 year mileage allowance is the lowest I've known it. with little or no regard for the disabled customers Motability is supposed to serve.
This is after a multi thousand pound salary increase for Motability's CEO.
5 avril 2026
Avis spontané
Réponse de Motability Scheme
Hi Chris, thanks for taking the time to share your feedback and thoughts.
The UK Government announced tax changes that affect the Motability Scheme. From 1 July 2026, VAT and Insurance Premium Tax (IPT) will apply to most new leases. The Government tax changes mean it will cost more to deliver the Scheme.
We’ve made careful changes to reduce the impact, protect what matters most to customers in the lease and keep the Scheme good value. We didn’t want to change the package we know customers rely on. So, we’ve looked at how we can change the
Scheme in a way that has as little impact on customers as possible and makes sure it’s sustainable for the long term.
We’re adjusting mileage to be more reflective of what most of our customers already use, allowing us to protect the all-inclusive package that customers rely on. Mileage is one of the biggest cost drivers in the Scheme and over 73% of our customers drive 10,000 miles or less per year. Whilst we understand this change will impact some customers more than others, customers who need to use their vehicle more are still able to do so.
On average, customers replace two tyres during a three-year lease. The new limits are designed to cover what most people need, while ensuring the Scheme remains affordable. Customers can pay for more tyres if they go over the tyre limit. Kwik Fit remain our recommended supplier, but customers can choose an alternative supplier if they wish.
These changes do not affect current agreements and only impact applications from 1 July 2026. As previously mentioned, these changes help us to reduce costs and keep the Scheme affordable and sustainable for the long term.
It’s disappointing to hear you feel we ignore all customers communications on the Scheme changes. We are always open to having conversations. If you would like to discuss the changes, or you need any help with your current lease, you’re very welcome to contact us via Live Chat on our website and quote “Trustpilot”: motability.co.uk/get-support/contact. Our opening hours are Monday to Friday, 8.30am to 6pm, and Saturday, 9am to 1pm.
Many thanks, Hayley
Smartdrive
This smartdrive is impossible for disabled drivers. Getting recorded for speeding when I’m not, the road is a 40 and I’m getting called up on it for doing 37! Getting marked down for using a fuel app that’s designed for disabled people and sat in the car with engine on whilst at the cemetery as it’s winter and freezing cold. I’m disabled and heat helps reduce pain so I like to visit loved ones from the comfort of my car that beat in mind I pay for out of my disability money every month! If I could upload photos I would!
2 avril 2026
Avis spontané
Réponse de Motability Scheme
Hi Stacey,
Thank you for taking the time to share your thoughts.
I’m sorry to hear that you’re unhappy with the Drive Smart device. We do appreciate that the functions within your vehicle can be helpful in managing your pain, and we understand how important that is for you.
If you feel that Drive Smart has recorded a journey incorrectly or isn’t working as it should, the Drive Smart Team at Direct Line Motability would be happy to look into this with you and talk things through. They can be contacted on 03000 373737 Monday to Friday between 9am and 5pm.
Take care,
Lisa
Not customer friendly
If the car you get has no issues then you'll probably be okay. But if you have problems then Motability are no help, simply leaving customers to deal with vehicle dealers/manufacturer. They also make contact difficult by not accepting emails & don't even use X (Twitter), & if you write a letter they even question the info provided. Definitely not customer friendly.
Latest changes to new schemes are even less friendly.
23 mars 2026
Avis spontané
Réponse de Motability Scheme
Hi there,
Thanks for taking the time to get in touch. I am sorry to hear you have had some issues with your vehicle. We understand how important it is to have access to a reliable car, so it’s disappointing to read you have had some problems.
When it comes to mechanical issues with your car, our Scheme Partners are our trusted experts. It will always be best to speak with them for advice regarding concerns with your vehicle and how best to get these resolved.
When all options have been explored with our partners, you are welcome to contact our customer services team to discuss the situation further.
Although we are no longer able to respond by email or X, you can contact us via our live chat team, through facebook, or via phone on 0300 4564566. We will always respond as quickly as we can. You can reach our livechat team through our website and quote “Trustpilot”: motability.co.uk/get-support/contact. Our opening hours are Monday to Friday, 8.30am to 6pm, and Saturday, 9am to 1pm.
We understand that some customer will be upset by the Scheme changes. You can read more about the changes and why these have been made on our webpage motability.co.uk/changes.
Best wishes, Hayley
L’expérience Trustpilot
Tout le monde peut écrire un avis Trustpilot. Les auteurs d'avis peuvent les modifier ou les supprimer à tout moment et les avis sont affichés tant que les comptes utilisateurs respectifs sont actifs.
Nous avons des personnes dédiées et des technologies intelligentes pour nous aider à protéger notre plateforme. Découvrez comment nous combattons les faux avis.
En savoir plus sur le parcours des avis sur Trustpilot.
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