I have been Using the scheme for Over 10 years and on our 4th vehicle on the scheme . which has been extremely helpful for my family . My Wife is physically and mentally disabled from a cardiac arrest... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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 u... See more
Company replied
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 t... See more
This scheme has become consumed by cash and the big 4 banks that own it, customer interests no longer exists. They are more than willing to fob you off and force you to take them to court, I’m not the... See more
Company replied
Company details
Written by the company
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
Contact info
22 Southwark Bridge Road , SE1 9HB, London, United Kingdom
- www.motability.co.uk
2.5
Poor
1K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 90% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Non luxury cars being removed daily giving us no chance to order
It’s becoming harder and harder to get a car that’s suitable within a reasonable budget without compromising on a lot.
I’m honestly so frustrated.
Having had motability cars since 1990’s I feel the system is failing.
I have no issue with car companies deemed as ‘luxury’ brands being removed although it’s playing into a narrative that smacks of discrimination with some very accessible cars being removed because of a badge.
My problem? I am due to order a car in two weeks. Due to my short stature and health complications / disabilities I need a combination of easy access not too high, good visibility and position in seating. 360 degree cameras. Electric adjustable seats and power tailgate. I have researched , visited, test driven countless cars, I had a short list of cars that were affordable ( a lot are now insanely expensive) I work but I can’t easily find £5000-7000 for a new car.
My current motability car I invested heavily in £5800 hoping to extend the lease by two years, only to be informed this is no longer possible! So okay. Have my short list one car is perfect… oh wait no it’s just been removed from the list. Second car slightly less practical but still doable … wait no it’s been removed from the list. Third car…. Yep you guessed it removed from the list.
None of these cars are ‘luxury’ ‘sporty’ or could be conceived as such but they do tend to be the upper range levels due to needing electric seats and electric tailgate. I can’t bend to pull seats forward, I can’t reach up (4 ft 7 ) to pull a boot and due to previous spinal breaks I can’t pull that type of weight even if I was less vertically challenged. So
These cars HAVE TO BE COMFORTABLE
Need to have certain specs and I’m now left in tears wondering what the hell I do. I’ve spent hours on end to end up back where I started. I all the years I have never known so many cars disappear from the scheme after the quarter prices have been published.
I’m now exploring lease cars with the option to complete a disability vat exemption as the car is solely used for my disability. I think other disabled customers will start to think about how they can get alternative vehicles off the scheme whilst funding adaptions etc. this is a very poor state of affairs, I’m not the only one, forums are full of disabled motorists unable to find a suitable vehicle. It is causing a lot of anguish and
Anxiety. The whole point of motability is to help disabled people find cars that are suitable for their needs. Motability are taking off so many cars without reasoning it seems just to appease a Government directive with little to no thought for the impact this is having to people who genuinely need support.
Motability do better! How am I supposed to find a suitable car when literally the next day after a test drive it is removed?You’re not giving us chance to find anything suitable. It’s shocking!
February 7, 2026
Unprompted review
Reply from Motability Scheme
Hi Bobbi,
Thanks for taking the time to share your thoughts. I am sorry to hear that you are struggling to find a suitable vehicle and that the situation is causing you so much upset.
We understand that finding a car when you have lots of things that you need to consider will be more difficult, so I appreciate you will be feeling frustrated that your options were then removed. As car pricing is a two-way negotiation between us and the manufacturers, it may be out of our hands when certain models are removed.
Please be assured, Motability are doing everything we can to offer as many different models as possible, as well as keeping the Scheme affordable and sustainable for the future. You may find our news articles relating to car availability and Scheme updates helpful, news.motability.co.uk.
If you are still struggling to find a suitable replacement car, 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. We will do our very best to help you where we can.
Your feedback is appreciated and we hope we can continue to support you for many years to come.
Best wishes, Hayley
Customer service is poor
Vehicle wise I cannot fault the help I have had when my circumstances changed and I needed to change vehicles.
But when it comes to "worry free motoring" and help when needed there are areas where the staff will turn their backs on customers and side with criminals.
I made the mistake of allowing my son and his wife to house my EV charger that Motability gave me. My son and his wife decided that they would never allow me to use it, they only wanted it so it would make their house more saleable and worth a little more. Motability refuse to help get it bacjk, refuse to send details of whom the charger belongs and therefore are helping two fraudsters to keep my charger. My son and his wife are in no way disabled, nor are their children, bujt for reasons best known to Motability they azre allowing a crime to be committed and will give no help at all. I have been arrested and I am on bail for daring to ask for my charger back. All this could be cleared up by Motability but they do not want to know. I suggest that if you get an EV and have to have it housed away from home then get an iron clad contract because Motability will not help.
December 4, 2025
Unprompted review
Reply from Motability Scheme
Hi Martin, thank you for taking the time to share your feedback.
I am sorry to hear about your ongoing family dispute. Although we understand this situation will be really upsetting for you, Motability are unable to get involved with domestic disputes.
We cover the cost of one charge point for customer’s who are eligible as a goodwill gesture. Once this has been installed at the address agreed by our customer, we are no longer responsible for it.
If you would like to discuss your situation further, 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. We will always do our best to help where we can.
Many thanks, Hayley
This company is not very useful at all
This company is not very useful at all. We had a car failure mid December, still waiting for our car to come back to us. I was told they would ring me, they haven't, total waist of time I have been a customer for years, the money is all they are interested in, not the customer.
January 22, 2026
Unprompted review
Reply from Motability Scheme
Hi Christian, thank you for sharing your thoughts.
I’m sorry to hear that you do not feel we’ve been useful. That is never the experience we want our customers to have. I’m also sorry to hear you had issues with your car back in December.
If this is related to a mechanical problem, the best point of contact is the RAC Repair Management Team on 0800 092 4125, Monday to Friday 8.30am to 6pm, and Saturday and Sunday 8am to 4pm. If they are already managing your repairs, it’s worth logging your concerns formally with them so they can escalate this further. They are also responsible for ensuring your onward mobility while your car is being repaired.
If you’d like to discuss your experience in more detail, 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. We’d really value the opportunity to understand what has happened and see how we can best help. We never want our customers to feel unsupported.
I truly hope your car is repaired and back with you as soon as possible.
Take care,
Jess
Avoid Avoid at all cost!!
Avoid Avoid at all cost!!
The previous negative reviews on here speak for themselves and are very warranted!!
I have never experienced a company like it!! Mobility operations are happy to take your money but when an issue arises, there not interested and will do everything to not to let you out of the lease agreement early. Been given the complete run around with mobility operations and dealership, seems they are masters of passing the buck and scripted responses to your genuine concerns. I Was given an unsafe car, its still with with dealership, I honestly can't afford upkeep of this car due to some personal financial difficulties. Explained everything to mobility on the phone and webchat to no avail with absolutely no empathy what so ever to my situation!! As soon as you mention seeking legal advice or help from Citizens Advice Bureau they automatically cut you off their web chat or on the phone as you " are interrupting the conversation". They have this ridiculous £250 early cancellation fee. You ask for a "goodwill" of fee exception as financialy you can't afford the upkeep or living costs and then they tell you thats the fee as terms and conditions and tell you to ask a Friend or family to pay it. Absolutely shocking behaviour. Please save yourself the money and stress and go buy a reliable car on a private sale if you can!!
January 30, 2026
Unprompted review
Reply from Motability Scheme
Hi Don, thank you for sharing your experience.
I’m really sorry to hear how you’re feeling, as that is not the kind of experience we want our customers to have, either in terms of how they’re treated or their experience with the Scheme.
I understand how frustrating it can be if you’ve had issues with your car. While mechanical problems can happen at any time, we have trusted Scheme partners who are there to help resolve these issues and support you in the meantime.
Regarding lease cancellations, to keep the Scheme fair and sustainable for all customers, there can be a fee to end a lease early. Leases are agreed for a set period, but we do understand that situations and circumstances can change. If your concerns relate to a mechanical issue, we would ask to explore all avenues with the experts first to see if the issue can be repaired or resolved.
I completely understand that the Scheme may not feel right for you at the moment, and I’m sorry you feel that way. If you’d like to talk about your experience in more detail, please do not hesitate to get in touch. We’d really value the opportunity to listen, log your feedback, and see how we can support you.
Best wishes,
Jess
Outstanding Support
Today I called Direct Line to explain that I had gone out to my car the previous day and found it damaged. I was extremely upset, as this was something I had never experienced before. My car plays a vital role in supporting both my physical and mental health, so the situation was very distressing for me.
The first lady I spoke to handled my call perfectly. She was calm, compassionate, and incredibly reassuring, taking the time to explain everything clearly and helping me feel supported during a very emotional moment. I am truly grateful for how she handled the situation.
I later had to call back as I struggle to retain information and sometimes find it difficult to fully understand or remember details. During the second call, I became upset again, and the lady I spoke to was exceptionally kind and patient. She reassured me that everything would be okay, spoke to me with genuine care, and even offered to let me call a friend to try calm down before calling me back which meant a great deal to me.
Living with daily challenges can be difficult, and feeling understood makes a huge difference. I would like to sincerely thank both ladies at Direct Line for their kindness, understanding, and reassurance. Their support during a very stressful time was truly appreciated and will not be forgotten.
January 29, 2026
Unprompted review
Reply from Motability Scheme
Hi Luke, thank you for sharing your experience.
I’m sorry to hear that your car was found damaged and for the upset this caused you. I completely understand how shocking this can feel, especially if it’s your first time experiencing something like this.
I’m so pleased to hear that you were treated professionally and felt listened to. That’s exactly the kind of customer service we pride ourselves on and expect from our Scheme partners.
If we can ever support you with anything else in the future, please know we’re only a phone call or message away. That said, I hope it’s under more positive circumstances, and that your car is repaired as quickly as possible.
Take care,
Jess
A dishonest scheme that uses disabled…
A dishonest scheme that uses disabled people to fund the motor industry
Rating: ⭐ (1/5)
I am writing this to express my absolute disgust and distress with the Motability scheme. I recently tried to leave my contract early because being on this scheme has become unbearable due to the vile online abuse following articles posted on the BBC. This system creates nothing but hatred and jealousy towards disabled people, and I no longer want any part of it.
To be honest, I don't think they should be giving out luxury cars worth 30 grand in the first place. It is clear to me that this scheme is just using disabled people’s PIP to fund the second-hand car industry at major dealers. Paying £320 a month is absolutely ridiculous—you could pay a mortgage with that kind of money. It’s a rip-off disguised as a benefit.
When I challenged Motability about this and told them I wanted to leave, the customer service was appalling. They started twisting my words and asking me to constantly repeat myself, which felt like a deliberate tactic to avoid addressing my concerns. I am finished with this dishonest scheme and the stigma it forces upon us. I would advise anyone to stay away and keep their independence (and their money) elsewhere.
January 28, 2026
Unprompted review
Reply from Motability Scheme
Hi Sam, thank you for taking the time to share your feedback.
I’m really sorry to hear how you’ve been feeling about the Scheme, and for any experiences that have felt upsetting or hurtful.
The Scheme is here to support people who receive an eligible allowance, helping to keep them mobile and independent. That may be for day-to-day travel or important medical appointments. It’s completely optional, and we never profit from our customers. The Scheme provides a brand-new car with an all-inclusive package, covering insurance, maintenance, breakdown support, and other assistance through our dedicated Scheme partners. While we hope many customers find this valuable, we understand it may not be the right fit for everyone.
If you’d like to discuss your experience in more detail, 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. We’d really appreciate the opportunity to understand what has happened and see how we can best support you. We never want our customers to feel undervalued or unheard.
I hope you’ll give us the chance to explore this with you, and I wish you the very best moving forward.
Take care,
Jess
Time to leave
This scheme used to be brilliant now it's on a steady decline. I expect it is government cost cutting that is creating the poor service, lack of choice of vehicles, delays for hire car replacements. Staff are lovely but what can they do if the company which makes a ton of money out of disabled clients is being strangled by government cuts. This vehicle got me back to work so has had a huge impact on my life as a disabled person. You would think the government would value the impact of that on unemployment and health. Let's not forget the people that are making bucket loads of money out of this scheme and are failing to understand the needs of the people that use it.
January 28, 2026
Unprompted review
Reply from Motability Scheme
Hi Alice, thank you for sharing your feedback.
I’m really glad to hear that you’ve had a positive experience with our staff, though I’m sorry to hear that your feelings about the Scheme have left you questioning whether to renew your lease.
I completely understand how important a car can be for our customers’ mobility and independence. We strive to offer a wide range of vehicles to meet different needs. There are currently 792 cars available, with updates each quarter. The next review on 1 April may see some models added or removed to ensure the fleet continues to best suit our customers.
If you are waiting for a hire car, I appreciate that the wait can feel frustrating. Hire cars can take up to three working days depending on demand, but our Scheme partners are working hard to get vehicles to customers as quickly as possible. In the meantime, dedicated teams are available to discuss your options and support your mobility. If you’d like to explore this further, please do not hesitate to reach out to us.
Whatever your future with the Scheme holds, I sincerely wish you the very best.
Take care,
Jess
Motability Foundation say " Leave kids at school, it's not our Problem"
Motability agent denied us the right to collect grandchildren, when our daughter can't make it to school.
Apparently that's not what the vehicle is issued to us for.
He actually said " it's not their problem '
Likewise they think it's acceptable for an amputee to crawl or hop from the boot to the drivers seat.
Don't ask for a WAV unless you work, care or volunteer for at least 16hrs a week. You must have the position first, even though you won't have the transport to get there.
Yet the scheme will give a car to a provisional license holder, who can't drive it. Where is the logic ?
January 22, 2026
Unprompted review
Reply from Motability Scheme
Hi Greg, thank you for taking the time to share how you’re feeling.
I’m really sorry to read this and to hear how upsetting this experience has been for you. We never want anyone to feel dismissed or spoken to in a way that feels uncaring, and I’m genuinely sorry if any conversations left that impression.
The Motability Scheme is designed to support the mobility needs of the customer who receives the qualifying disability allowance, and vehicles must be used primarily for their benefit. I understand that this may feel restrictive, particularly in family situations such as helping with school runs, and I’m sorry for the frustration this has caused. Any guidance given should always be explained with care and respect.
To answer your question in regards to provisional licence holders. They can be named on insurance policies as learners, provided there is also a full licence holder on the policy. I understand why this may feel confusing, and I appreciate you raising this.
Your feedback is important to us, and we would like the opportunity to look into this properly and understand what was said and how it was handled. If you’re willing, please 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. We can ensure your concerns are logged and discussed in more detail.
Best wishes,
Jess
Smart drive
I’m writing this about the new smart drive box not the staff.
I’m sure there’s more people than myself who is an appointee not a driver who finds the box and the settings and terms of condition a nightmare.
It’s intrusive, not fit for purpose, doesn’t record accurate information, and I’ve been advised diff things from
Mobility and direct line insurance. I’m not the driver and I’m stressed over the blooming thing. So because I’m the appointee for my son, I Have to have all of the settings switched on at all times apparently. They ask you to use your personal phone rather than fit a telematics as it costs them money to send someone out. I’ve had 40 messages and emails since end of Oct and have rang them to try sort out why the box isn’t working properly.
I have also received an email saying they’ll ring me in 10 days to discuss the usage after they’ve looked at how it’s been used.
I agree that boxes are needed for young drivers, but surely causing more stress for people with disabilities and appointees isn’t the way forward. The scheme is there to help, It’s not a free car the money nearly 300 a month is taken out of his allowance, and from reading reviews they are going to have to take on board the detrimental effect it’s having, people are terrified they will get their vehicles taken away.
1/25/26, 09:00
We have been unable to get accurate trip information from you. We'll be in touch within ten working days to discuss the impact on your insurance cover and lease.
How about ringing people to try find out the issues! I have contacted yourselves to try sort out the app then I get this!
January 19, 2026
Unprompted review
Reply from Motability Scheme
Hi AH, thank you for taking the time to share your feedback.
I’m really sorry to hear that Drive Smart has caused you stress. That’s never the experience we want for our customers, and I completely understand how difficult it can feel when something new is not working as expected.
The intention of Drive Smart is not to add pressure, but to help keep the Scheme sustainable so we can continue supporting customers’ mobility in the long term. The device is designed to encourage safer driving and reduce the risk of accidents, which helps manage insurance costs. It can also benefit drivers directly by offering up to £160 in e-vouchers for safe driving and providing feedback to help keep people safe on the road.
To reassure you, there’s a dedicated team at Direct Line Motability who manage all technical issues. If you’re still experiencing problems, please do contact them on 0300 037 3737, Monday to Friday, 9am to 5pm. They’re there to support you and can go through everything with you to make sure you’re set up correctly.
If you’d like any further support from us, you can also reach out 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. We’d be more than happy to talk things through in more detail.
I really hope this helps resolve the issue and eases some of the stress you’re experiencing.
Best wishes,
Jess
We are with mobility
We are with mobility. I have just had the misfortune speaking to one of the rudest customer care representatives.
However reading reviews there seems to be a trend.
January 26, 2026
Unprompted review
Reply from Motability Scheme
Hi Chris, thank you for sharing your feedback.
I’m really sorry to hear about the experience you’ve had. We take a lot of pride in supporting our customers and never want anyone to feel undervalued or unsupported. I’m genuinely sorry if this left you feeling otherwise.
We do want to understand what happened. If you have not already, please consider getting in touch with 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. All feedback is taken very seriously, and we’d really appreciate the opportunity to look into this further and get it logged properly.
Speak soon,
Jess
MOTABILITY AND RAC RESCUE BOTH SUPERB
Every time I need advice or help from whatever quarter I have always received help courteously and speedily
I called RAC as my car broke down. They were out very quickly and the the fault took a long time to fix. The RAC man was very thorough and could not have done any better if he had been paid by me.
Super service. Thank you RAC
January 23, 2026
Unprompted review
Reply from Motability Scheme
Hi Susan, thank you for taking the time to share your feedback.
I’m really pleased to hear that you had a positive experience with both us and the RAC. I’m sorry that your car broke down and hope you were okay at the time, but it’s great to know that help arrived quickly and that the vehicle was thoroughly checked and you were well looked after.
If you’d like to share your feedback directly with the RAC, I’m sure they would really appreciate hearing it. Their Customer Care Team can be reached on 0330 159 0338, Monday to Friday, 9am to 4pm.
Of course, I hope you do not experience another breakdown, but it’s reassuring to know that our dedicated Scheme partners are there to support you if you ever need them.
Take care,
Jess
Incredible Scheme and service
I cannot praise the Scheme highly enough. I am so very grateful that I have been awarded this. I now have the vehicle of my choice, which has had a powerfully positive affect on my life, without the stress or worry of the upkeep. A true God send. I am forever grateful that after 3 years, I am able to now replace my Lease vehicle for exactly the same make and model, knowing that I will be looked after with courtesy and respect. Appreciate what you have, it is a true gift. Thank you, Motability.
January 22, 2026
Unprompted review
Reply from Motability Scheme
Hi Rose, thank you so much for sharing your kind words.
We really appreciate you taking the time to leave this feedback, and it means a lot to hear how positive your experience on the Scheme has been.
Supporting our customers’ independence and mobility is exactly what the Scheme is all about, so knowing that this is making a real difference for you is truly heart-warming.
We hope you continue to have a positive experience with us, and please remember we’re always here if you need any support.
Take care,
Jess
Motability breakdown service disgusting
On 2 occasions I’ve had to call out RAC the first time at home so not so urgent it took hours and when they did arrive it had been contracted out and they didn’t have modern enough scanners to check vehicle for faults, on second occasion I barely made it to the car park noting a tyre pressure fault light luckily enough no damage done to wheel a large object had penetrated the tyre turned out to a piece of flint I contacted Motability breakdown services tried to explain situation and I’m approximately 28 miles from home with an assistance dog and a wife at home with Alzheimer’s. Anyway they transferred me to RAC I was then being told a wait of between 4- to 7 hours I had explained it seems pointless trying the emergency temporary tyre repair kit but did it eventually ended up covered in it it was coming out quicker than I could get it in bare in mind I’ve also got an assistance dog in tow trying to keep it away from the sealant fluid I sat in the car for hrs I have chronic pain and Dystonia allergic to all pain killers and opiates this exasperated by stress remembering my wife is at home alone as well. The RAC did eventually turn up in about 4 hrs nice bloke he tried to temporary repair tyre but the wall on tyre had collapsed so he put one of his wheels on to get me home this is the worse breakdown service I’ve ever experienced I did tell Motability at the time I would have to abandon vehicle and get a taxi at this rate they said they would try and get the response escalated but it never happened and although I try and keep my wife informed by phone she was in a state by the time I got home I then had the tyre changed next day disgusting breakdown response considering its supposed to be priority for disabled
January 20, 2026
Unprompted review
Reply from Motability Scheme
Hi Raymond, thanks for reaching out.
I’m really sorry to hear about your experience and the way it’s left you feeling. I completely understand how frustrating delays can be, especially in a high-pressure situation like this.
I’m glad to hear that the RAC did eventually arrive and were able to support you. Response times can vary depending on demand, but they should always aim to reach you as quickly as possible and provide support while you’re waiting.
If you feel this did not happen in your case, you’re absolutely within your rights to raise a formal complaint with the RAC. Feedback like yours is vital in helping our Scheme partners improve. If you have not already, you’re also welcome to contact us so we can log your experience and concerns on your agreement.
I really hope you do not experience anything like this again, and I wish you all the very best.
Take care,
Jess
Paid for new car and it was delivered…
Paid for new car and it was delivered with a fault! Brand new and garage saying it needs a new steering rack. Been in dealership since before Christmas and they now estimating it could take months as they can’t source the part needed due to car being new.
So frustrating and disappointing.
November 19, 2025
Unprompted review
Reply from Motability Scheme
Hi Lindsay, thanks for sharing your experience.
I’m sorry to hear that your new car has a fault. I can appreciate how frustrating and upsetting this must feel, especially as a new car is supposed to be an exciting experience.
As you may know, faults and issues can happen with any car, regardless of its age. However, I understand it can be frustrating if a repair is expected to take some time.
Rest assured, we have our trusted Scheme partners available to help resolve this with you, including the RAC Repair Management Team and your dealership. You can contact the RAC Repair Management Team on 0800 092 4125, Monday to Friday, 8.30am to 6pm, and Saturday and Sunday, 8am to 4pm. If your car is unsafe to drive in the meantime, they are there to support you with your onward mobility.
If you would like to raise your concerns with us and have them logged on your agreement, please do 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,
Jess
Amazing conclusion by Mobility scheme
This is a follow on from my 1st review on the 16/12/25 its been a fantastic experience dealing with Mobility & Direct line mobility insurance sadly as previously reviewed was involved in a RTA and my vechicle was a total loss however it has all been resolved within 4 weeks new car ordered for end of January I have had the use of replacement vechicle like I said there were some little niggles but quickly resolved I have been treated with respect and totally supported by Mobility & Direct line Mobility through the whole process from the start the professional service i personally received was excellent I received emails and messages via phone fully updated every step most importantly i was treated as a person not a claimant there was no blame or judgement the staff I dealt with were a credit to both companies my experience was exceptional and take this opportunity to thank Mobility scheme for a calm and professional approach i received well done
January 16, 2026
Unprompted review
Reply from Motability Scheme
Hi Raymond,
Thank you for sharing your feedback.
I’m so pleased to hear that your experience with us has continued to be positive. I’m really sorry to hear that you were involved in an accident. I hope you were safe and not injured, despite your car being written off.
It’s great to know that everything has been resolved for you, and that you were provided with a replacement vehicle. Your mobility is our priority on the Scheme, and I’m glad we could support you through this with our Scheme partners.
We’re very proud of our staff for providing this level of service, and I hope that in the future we get to speak under more positive circumstances. If you ever need any help, you know we’re here for you.
Thank you again for your kind words.
Take care,
Jess
No support …
The main problem was with Cambridge Volvo in Havant who ordered the wrong colour car and it was only when I went to collect that I noticed. My complaint about Motability is that you can contact them with regard to problems with dealers but they offer you no support or assistance. The dealer rather smugly pointed out that I was not the customer but Motability were. They haven’t followed up with me or supported me in any way. A disabled person wasted their time to collect a car, was left without that car and never heard again from Motability after contacting them to find out what they were doing to help / assist.
December 11, 2025
Unprompted review
Reply from Motability Scheme
Hi Derek,
Thank you for raising your concerns with us.
I’m really sorry to hear about your experience with the dealership, and that the wrong vehicle was ordered for you. I can appreciate how frustrating and disappointing this must have been, especially as ordering a new car should be an exciting and personal experience.
I’m also sorry to hear that you felt you did not receive support from us. We do want to help our customers wherever we can, and to make sure concerns are handled properly, we direct complaints to the team best placed to resolve them. In this case, as the dealership placed the order, they are the ones who can formally investigate and resolve the issue.
We do value all feedback about our Scheme partners. While this would not be treated as a formal escalation, we make sure it’s noted on the agreement and shared with the relevant teams. Our Scheme partners represent us, and we want to make sure they provide the best possible service.
I do hope you were able to re-order your car and get this sorted. If you’d like to discuss this in more detail, 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,
Jess
Eaay fast support when changing tp…
Eaay fast support when changing tp private plate. Fast and eay process
January 16, 2026
Unprompted review
Reply from Motability Scheme
Hi Carl,
Thank you for taking the time to share your kind feedback.
I’m so pleased to hear that you’re happy with the support you’ve received recently. We always aim to provide the best possible service for our customers, and it’s great to know this has been reflected in your experience.
If we can help with anything in the future, please do not hesitate to get in touch. We’re always just a phone call or message away.
Take care,
Jess
My husband handed back his car over two…
My husband handed back his car over two months ago and they are still taking the money from him called up and they said it was the finance company and they would get back to us absolute joke called DWP and they said mobility was to pay money back they took care and also still taking money no wonder they make a lot of money from customers should be look into
January 14, 2026
Unprompted review
Reply from Motability Scheme
Hi Sandra,
Thank you for taking the time to share your experience.
I’m really sorry to hear about the delay in your husband receiving his allowance after returning his car. I appreciate how frustrating and worrying this can feel, especially as finances are so important to many people.
To reassure you, once a lease ends we automatically notify the relevant benefit agency, and this is treated as a priority on our side. However, we do not have control over how long the benefit agency takes to reinstate the allowance. In some cases this can take up to six weeks.
Please be assured that during this time, any allowance that is due will be backdated to the date the benefit agency is notified. We would never benefit financially at the expense of our customers.
If you’d like to talk this through in more detail, 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. We’ll be happy to explain the process and check that everything is correct on our side regarding your husband’s lease.
Take care,
Jess
Parks Renault Ayr…
I had a test drive at Parks Renault in Ayr today which was booked 3 days in advance.
On arrival the motability specialist was with another customer which I was extremely unhappy about as I had booked in advance for this time and appointment.
We waited for 15 minutes after my appointment time and Craig the motability specialist had still not acknowledged us.
We approached another member of staff to ask if there was any other member of staff who was able to take us on the test drive.
This member of staff approached the manager who told him that they could not afford us another member of staff. We left the showroom extremely angry and upset and question the need to make an appointment when you turn up for it no one can help. A total waste of our time today visiting this showroom.
January 10, 2026
Unprompted review
Reply from Motability Scheme
Hi Evelyn,
Thank you for taking the time to share your experience.
I’m really sorry to hear about what happened with the dealership. I completely appreciate how frustrating and disappointing it must have been, especially after you’d taken the time to arrange an appointment. That’s certainly not the experience we would want for you.
We take feedback about our Scheme partners seriously. If you’d like us to record your experience on your agreement, please 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.
It’s also important to raise this directly with the dealership, as they are best placed to address what happened and provide a response or resolution. Your feedback helps them improve their service for future customers.
I hope you were able to rebook your appointment, or visit another dealer, and that your next experience and test drive went smoothly.
Best wishes,
Jess
Scheme partners take advantage of…
Scheme partners take advantage of service users. They are aware of this but do nothing about it. They’ve taken away courtesy cars for service and mot. This is ridiculous. They could save money by clamping down on money makers. Motability do not like to side with the client even when they proven themselves to be in the right. Waiting times for vehicles is terrible. Trying to get them to acknowledge a complaint and get back to you is harrowing. The whole system needs a reboot. And for someone sensible to be in charge.
January 7, 2026
Unprompted review
Reply from Motability Scheme
Hi Kayla, thanks for getting in touch.
I’m really sorry that you feel this way. We would never want our customers to feel taken advantage of, and this is not the level of service we expect from our Scheme partners.
Any changes we make are always with the long-term sustainability of the Scheme in mind, and to help us continue supporting customers in the best possible way.
We do not usually provide hire cars for servicing or MOTs, as these are often short or same-day appointments. These types of bookings can be planned at a time convenient for you. In addition, arranging a hire car can take up to three working days, which means by the time one is available, your vehicle will usually be ready. You can check with your dealer, as some have their own hire cars or may offer a collection and delivery service at their discretion.
Rest assured, if mechanical repairs are needed after a service or MOT, and your vehicle will be off the road for two or more days, the RAC Repair Management Team can discuss options to help you stay mobile.
When a complaint is being handled by us, we’ll always confirm timescales for contact back or a resolution. If it sits with a Scheme partner, they’re best placed to resolve it. That being said, we can still log your feedback, as we take all concerns very seriously.
If you have an ongoing complaint or would like to discuss this further, please 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.
I hope this helps provide some clarity on next steps and how the Scheme works.
Best wishes,
Jess
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.