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
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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
22 Southwark Bridge Road , SE1 9HB, London, United Kingdom
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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

Reply from Motability Scheme
useless service I’m taking them to court for the anxiety and depression they have put me through

Reply from Motability Scheme
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am receiving regular emails to remind me that the insurance policy will be void by day 10, and the vehicle lease may be withdrawn (anxiety inducing!)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.

Reply from Motability Scheme
Absolutely appalling service, making Disabled customers jump through hoops, adding to their anxiety and stress.

Reply from Motability Scheme
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.

Reply from Motability Scheme
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.
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.

Reply from Motability Scheme
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!

Reply from Motability Scheme
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.

Reply from Motability Scheme
Hi All, Had several conversations with Motability, trying to get a solution in ordering a vehicle. It is extremely frustrating, when trying to deal with serious medical issues. They don’t seem to care or be accommodating.

Reply from Motability Scheme
Disgusting with the new changes imposed. We were allowed 60,000 miles a year and now only 30,000. If we were to pay for the extra 30,000 miles if we need it. It would cost £7500 EXTRA. All of this is done for them to maintain their mass amounts of profits while the disabled suffer. They claim they aren’t adding any costs to us and so the scheme is more “affordable” if this is not changed to something more reasonable the scheme likely won’t exist and you can all kiss your cushty jobs and profits GOODBYE.

Reply from Motability Scheme
Had a faulty vehicle that injured me. Skoda Enyaq 85x. Paid £2500 as a down payment.
This had to be rejected because it was dangerously faulty. The prices then go up (not my fault) after rejection and waiting in new car to £3500. Long term neck pain and nerve damage.
Now have an email that they are halving the mileage when I come to renew in less than 3 years time. If you live in the countryside the hospitals and doctors can be miles away. Mileage creeps up very quickly. So not only do we have to pay excessive upfront cost for vehicles, we will then be getting less miles and financially penalised for going over. 25p a mile is a lot of money if you go over. £250 for 1k over in miles. Yet you have paid monthly and an upfront cost that is excessive too.
There are people who are wealthy getting motability vehicles and this shouldn't be allowed. It should be means tested.
It is always the people struggling the most that are hit the hardest.

Reply from Motability Scheme
people stay well clear out mobility scheme shocking don't recommend it my family just end the agreement well what headache they don't care less as long getting your money supposed to be charity really joke price they charged to end the agreement right joke won't be coming back to them all mobility is greedy and talk to they customer like dirt and really listen what you have to say simple not bothered stay well clear we anit daft how ceo make all that money out people mobility you are joke

Reply from Motability Scheme
Motability foundation grants
Change of circumstances need a large wav for powered but not foldable wheel chair however only certain limit types of large wav fit my drive as only 10” manoeuvrability either side.
I picked a wav based on mine and my daughters needs have the evidence to back this up which the grants team have I picked a large wav as per instructions from wheel chair services grants picked a medium wav unsuitable for what we needed the company for the home demonstration cancelled the wav experience as not suitable. I have no ramp to leave the house as council refuse to fit one but when I offered evidence is was knocked back, the wav was picked for my wheelchair only and not both they still wanted us to have wav experience despite my wife sending an email no ramp but need wav to hold two wheel chairs not just one they also listened to recorded calls of me explaining it all from day one went no ware. Now the company cancelled the experience but some how it’s my fault they won’t listen to the facts and refuse to take evidence. They were put there to help not hinder feeling like utter crap.

Reply from Motability Scheme
I think the new rules of 10,000 miles per year and 6 tyre replacement limit over a 3 year lease are an absolute joke. You already take all my enhanced rate of the pip mobility component and now you are going to want me to watch my mileage usage and panic so if I do go over I have to think about 25p per mile and I’m on disability benefits. It’s a disgrace and greedy from a company who are making millions per year and from a charity that is meant to help the disabled people.

Reply from Motability Scheme
Superb scheme and service. I had to cancel an original order because the dealership was dreadful. Changing to another dealership was easy and the lady I spoke to was so helpful and friendly. A real credit to the company. I am delighted with the service and information I received and have today, taken ownership of my lovely new car. Thank you.

Reply from Motability Scheme
Around October at the end of my lease they refused to service the vehicle because it was "due off lease". except that I was in process of ordering a new vehicle so totally predictable that lease would be extended.
ordered a new vehicle and they promised they would service it and repair the air conditioning because the delivery was not expected to be until April. having booked it in I had to wait months for an available slot leaving me driving s vehicle for 10k miles beyond its service interval and with no working air conditioning theoughout. It was booked in for this coming Monday, but the garage has just called me to tell me that motability have AGAIN refused to service and repair it. It's already months beyond its service interval and now I have a car I cannot drive with my autistic daughter because it's too hot and she can't handle the noise from having the windows open.
I fail to see how this is anything other than a massive breach of contract.
how am I expected to part with another 7k advance payment for a new vehicle when this is what I can expect to experience?
When trying to call back, of course there is nobody there who can deal with it until Monday - so remedy of this by Monday is now impossible. I had to basically insist on raising a complaint because I was being told to call back on Monday after 9:15. sorry motability the damage is done.

Reply from Motability Scheme
Micheal was very nice and good to me, lovely individual who was very positive and wanted to help. Amazing customer service and would not be able to pick point any shortcomings.
Manager should hire more like Michaels

Reply from Motability Scheme
Loss of use payment after car was stolen.
My car was stolen on the 23rd January on the 30th received call from Direct Line Mobility confirming written off " Total Loss. No hire car got new vehicle on the 15th February. Only received one payment of £77.05 for 1 week. Still waiting for remainder to be paid which when phoned Motorbility on 9th March confirmed would take a few weeks to pay what was owing to myself. Quick to take my money however not refund what is mine and not theirs. This wants rectifying now not weeks later.

Reply from Motability Scheme
Would never choose a motability car again it’s just not worth it, yeah it’s a little bit cheaper but you have no autonomy, they take your money off you and then act like they’re your boss.
A pcp deal on the same cars is rarely that much more anyway and then you don’t have to answer to a corrupt government.
We got sold an electric car from Vauxhall and it was a nightmare, sold it on the back of fantasies and lies.
I wonder if you take the money for your motability element instead of the car do they still try and boss you around and tell you how to spend it.
Before you jump into a motability contract I urge you to reconsider and look at other finance packages instead as an alternative.
The dwp are disgusting anyway, treat people like cattle whilst bullying the disabled and the elderly out of money where ever they can.
Corrupt, oppressive tentacle of a tyrannical government obsessed with control.

Reply from Motability Scheme
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