Motability Scheme  Reviews 

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

Good afternoon,
My name is Ozzie (Bartholomew Osborn John)
Today, I spoke with Kirsty or kirsten (sorry no offence intended)
In my humble opinion, Kirsty has discovered the henceforth elusive formula for outstanding and Legendary Customer Service. She approached the call with a "too much is not enough" attitude. Her knowledge was factual and informative. I happen to suffer heightened anxiety. She didn't know this. However, she intuitively predicted my follow up questions and we ended the call with me feeling better for having made the call.
Good Customer Service is a rarity.
Thank you to Kirsty and everyone at Motability.
Kind regards
Bartholomew osborn John (Ozzie)

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.

We were having issues with my husband ordering a new car because I couldn't get to the dealership.my husband spoke to a lovely lady called Heather and to say she was helpful is an understatement!she did everything that was humanly possible to help!she was very kind and talked us through what to do!to be honest if motability cloned her I honestly think there would be no bad reviews on here!!😊😊

You are a business not designed to be helpful but profitable some disabled people can’t be employed without the support of mobility so if your not one of the small amount of disabled people that do less than 10000 miles bad luck you don’t deserve help

After a half an hour wait for the call to be answered what should have been a simple request turned into a two hour " I'll check with I.T" "I'll check with E.V department" only for the Go Charge app failing and the the sign in to my account having an error code which no-one at Motability had a clue how to sort out.
So can't use the Go Charge app to charge my car can't use my Motability account to change a detail and the chap on the phone wasn't able to do anything either!
After 2 and a half hours on the phone achieved nothing except raising my blood pressure.
I've been with Motability 9 years this is a relatively new lease if they haven't sorted themselves out by the time my contract is up I will not be renewing again.
Motability is losing its way and not putting their customers first.
It will go to the wall and it will be their fault.

NEIL CHERRY AND LUCY EDMEADES.
IF YOU COME ACCROSS THESE ABSOLUTE LOWLIVES AT MOTABILITY BE VERY WORRIED..
Unfortunately, you can't leave 0 stars or I would. The Motability are offensive. Their staff are worse than patronising. They try to fob you off with cheap Chinese cars, even if they don't have the specifications needed for your particular disability. Dealing with them on the phone is a stress because they use the broken record technique and patronise you over and over again. Even if you are in the right, you will still be in the wrong when you speak to them, they have kept me in a car for 2 years, which is not adapted in spite of their own assessors, stating, I need an adapted vehicle, they offered me a grant, which does not meet The cost of an adapted car and they will not allow me to put the extra needed to get an adapted car, disgusting company, profiteering and taking advantage of disabled and vulnerable people. Absolutely horrible vile. I haven't got a good word to say about any of them. UNPROFESSIONAL, UNCARING VERMIN.
I PRAY THEY END UP WITH WORSE DISABILITY THAN ME.

As a disabled person I did not apply for PIP after my employers let go me at age 62 because I was no longer well enough to do my job. We struggled for 3 years on my Wife's part time earnings until I got my pension.
Since then my health has deteriorated further and I desperately need a wheelchair accessible vehicle (WAV).

Unfortunately as I am over 65 and not in receipt of PIP I cannot use the motability scheme so ive tried to save up for a WAV instead. Thinking I could bid for one at a car auction I thought I could get something decent rather than pay an extortionate amount at a dealership. Shockingly I found out that only registered dealers can bid for WAV vehicles at car auctions. Disabled people like me are excluded.

The Government pays Diverted Benefit Payments (approx. £2.8 billion to £3.4 billion yearly) to the Motability scheme. I can only presume that given how much they spend on the scheme they have agreed with the Auction houses that only registered dealers are allowed to bid. They appear complicit in excluding disabled individuals like me.

I guess someone is in someone elses pocket as vast sums are made whist the vulnerable disabled get exploited. Its unlikely I will ever be able to save enough to buy a decent WAV. I used to think Governments were committed to helping the disabled but not this one by the look of it.

My son reported that he got points on his license. Motability confirmed to me verbally that the call log from that date showed he had been put through to Direct line, therefore there is evidence he reported the points. He remembers the woman on the other end ‘not sounding bothered’ and just telling him it was fine. Do they record calls I wonder? I would like that checking as now they are refusing to insure him and claiming he never reported the incidents. I am not disputing the fact he got points and got his license revoked, that’s his own stupid fault…but to say we have ‘defaulted’ the agreement by not reporting this, when they have also told me themselves that he did report it, is disgraceful. I give their customer service teams zero points. Also, direct line blamed motability and motability blamed direct line. Sort it out! Disappointingly bad.

Good afternoon everyone,
I felt compelled to share my experience on Trustpilot regarding one of the remarkable staff members in the Motability Service team, Hollie. During a call about a challenging issue with my car that had been causing me significant anxiety, Hollie responded with exceptional patience and professionalism. Together, we navigated the details step by step, and her helpfulness and pleasant demeanor made all the difference. As our conversation progressed, I could feel my anxiety lifting. If any leaders are reading this, I believe Hollie truly deserves a raise or a promotion, or even both!

My husband is a Motability customer and has been for some time. We wanted to share our wonderful experience of speaking with Kitty at Motability.
Kitty spoke with knowledge, empathy and and at an understandable pace.
Lots being written on social media and in the press about Motability, however my husband has always been treated with respect and kindness, coupled with a vast knowledge of the scheme.

My son has diaplegic cerebral palsy and besides his disability he is about 80% compus mentos meaning he does not take as much in as normal (💙). Having been on the motability scheme for well over 20yrs and having no problems returning a vehicle in nearly pristine condition everytime we recently returned an Audi Q2 having initially paid over a £1000 advance payment 3yrs ago anyway apparently the procedure on returning a previous vehicle and picking up a new one is the salespeople have to do a full check up in order to get your Good Condition Payment which has now dropped to £250 anyway the car sailed thru that inspection however we only returned 1 key and i as a parent/carer for my disabled son was adamant that we only received 1 key when we first picked up this Audi from Warrington?? But it seems they put a spare key in an A4 envelope along with the documentation which my son put in his bedroom cupboard where it stayed for 3yrs i was non the wiser until after the inspection forms where completed by the salesman in the Vauxhall Showroom where he had to tick off that only 1 key was returned hence my son lost his £250 Good Condition Bonus which i thought was petty to say the least as this car was returned in forecourt condition with 120 miles of fuel in the tank!! Anyway after returning home and checking my sons room i found the spare key!! I returned it to the Vauxhall Showroom where the salesman contacted motability where they confirmed that because the box had been ticked for 1 key returned they could/would not give my son his Good Condition Bonus of £250!! So they couldn't just UNTICK a BOX as a gesture of goodwill?? 😡😡. My complaint has now been upgraded which means i have to send my complaint to the OMBUDSMAN??? And with past experience we know which side they will come down on!! As a final word to get a replacment key for our new Vauxhall would cost at least £300! The salesman says Audi costs will be significantly higher! ££££! Needless to say ive kept hold of that spare key having missed out on this £250 and Motability where quite happy for that to happen??? I suppose replacement costs will now fall on Audi to replace that key at their costs not Motability??? So beware Motability DO NOT CARE for you as much as they preach!! 😡😡😡🚘

Car breaks down. Car gets looked at and given back to me, still faulty as parts on back order. car is NOT road worthy!. 3 weeks later I ring mobility and say can you help with this?. they say ring RAC. RAC says ring dealership. ring dealership and they say ring mobility. Guess I'm stuck indoors with a dead car for ???
Will be giving the car back at the end of the lease and never using again!!!!
EDIT - Love the generic reply on here. Its like saying "sorry we gave you food poisoning, please have this voucher to eat here again"!! NO THANKS you didnt want to help when i needed it!! you just palmed me off!!

Edit added after response:

4th call was FROM Escalation tm - that YOU allocated to resolve.
Basically said 'we don't care how much preventable serious harm we cause or that you're disabled'.
Vile.

Awful experiences repeated 3 times in as many years.
This is about how Motability Operations chooses to fail those customers living in London region because there is zero governance, zero due diligence, zero escalation route from Customer Services who repeatedly refuse to escalate to someone with authority to make very, very basic fixes that exist.

Formal complaint raised 2 yrs ago about exact same issues after 102 attempted tel calls to resolve.
Which they didn't respond to.

Criticism of how systems of Motability Operations operate to obstruct and cause very real distress is listed in this govt report ( SSAC Occasional Paper 23: The use of public funds in supporting the mobility needs of disabled people - GOV.UK).
Including that they fail to be transparent, fail to ensure dealerships comply with the very lucrative contracts awarded and that their own systems don't comply with the Equality Act in place to ensure access.
Plus that Parliament literally set them up and indirectly completely funds them in totality to SUPPORT disabled ppl - not to use customer support to repeatedly state ' read the terms & conditions' or 'its not our job to contact the dealership when you cant' or set up KafkaEsque systems that stop essential repairs happening.

Last week a close friend had a low pressure light on front tyre. No obvious flat but got someone to inflate and assumed slow puncture.
Appt made at local ( very good) KwikFit. Car essential for being driven to hospital appts. inc that day and for several wks.
Tyre cant be changed as unique locking wheel nut missing from car - presumed not replaced at last service.
Carer supports to call Motability as EVERY SINGLE contact with the dealership has had to go thru them in the past because that and the other dealership Motability use are NOT disability accessible.
Same dealership charges £120 to collect the car for a service because that's the charge set if you are disabled.
Customer support refuses to call dealership.
Tells person to do the exact same nightmare dance that occurred on previous occasions which is to call RAC, tell them to tow to dealership ( with no appt or forward notice), tell RAC to get dealership to change tyre and then bring car back,.
EXCEPT RAC have stated numerous times to so many ppl in this region that no, they do not arrange the replacement appts they simply drop off the car to outside the dealership ( or KwikFit when possible) and leave.
They don't take instructions from disabled customers as it is Motability they have the contract with and expect them to arrange.
Furthermore across the entirety of the North London region RAC subcontract out ALL Motability customers to an out of area firm, who don't operate after 11pm and who are appalling. Their ave attendance time has been 11 hrs according to disability forums and then they keep the car at their pound outside of London until they can book a trailer .
Last time took 3 days with Motability refusing to step in.

There have now been 3 calls made to Motability and only after they were told treat as a formal complaint did they themselves call the dealership - not to request car is booked in but to ask for a new wheel locking nut to be ordered.

They are literally asking the dealership to complete one of Motability's own online forms to the Fleet Team so they can approve.
And not one of them could get thru ( 3rd person compassionate, with common sense and agreed to escalate).

4 days after the 1st call - and with an un driveable car, missed hospital appts and a missed wedding - someone from Escalations called the now extremely distressed, unwell customer.
Carer was present so again witnessed.

Really couldn't get a worse ( witnessed) f/u.
Repeatedly stated it was the customer's responsibility to contact the dealership despite 7 failed supported attempts and where dealership said call Motability and where there is zero tel ext option for Motability customers.
2 solutions were suggested by now extremely distraught at risk customer ( who's done this dance before):

- Motability partnership mgr emails dealership to request urgent completion of Motabilitys own online form to Fleet team.
This to request the tool to change the tyre- so not even to arrange an appt
OR
- A mgr in Motability Fleet Team completes the online form themselves and just orders like common sense dictates

So much obstruction.
Zero disability awareness.Making an already very vulnerable person even more so.
Zero compassion.
Zero clue about what their legal responsibilities are.
Zero cares what happens to this person.
Remembering this is the 3rd time Motability have done this.

What is the point in signing a contract for them to change your contact so much. It could have just read. You pay us no matter what and we can dam and will change when ever we want.
I feel I was lied to, end off.
This scheme used to be good but now I can only see it failing and in eyes the sooner the better
What a massive mistake we made trusting these people
The people on customer service are great and understand but that does not make it better.
A total scam