Motability Scheme  Reviews 

X anmount of years and 3 months since my accident. Lied to and now they just dont even answer the phone.
Have twice asked for an interim payment.
Not one response. Get your shit together motorbility.
The rest of the scheme works well

I don’t know what has happened lately but customer service is nil and void. “Live chat” is their preferred method of contact and then you are faced with scripted replies, made to feel unimportant as a customer and if they don’t like your question or simply don’t know they end the chat abruptly.
After over a month of being messed around with an issue with my car, I’ve asked to make a complaint and I was told I couldn’t!
So tell me Motability who do I take my concerns to if not you?
Motability really do not care about their customers one bit. Week 7 of problem, with no end in sight and no one is willing to step in an offer any kind of help.

If I could give zero stars, I would. Motability Operations Ltd is systematically ignoring consumer law, actively discriminating against disabled customers, and forcing people to keep unsafe, unroadworthy vehicles.

My family's vehicle was delivered damaged from day one, (literally collected it from the dealership damaged) it had a non-functioning rear seatbelt (where children sit) and shattered safety glass throughout, I cut my hand on the way home from the dealership. The car still has glass present that continues to migrate while the vehicle is in use. Despite multiple electrical errors, a complete system failure (including a dangerous fault that causes a complete shutdown) and the vehicle being completely unfit for purpose with even the dealership stating "we don't know whats wrong with it", Motability refuses to honor our Right to Reject a faulty product and request a replacement under the Consumer Rights Act 2015. Stating we will have to pay a termination fee to reject a vehicle that was delivered damaged!

Instead of taking any responsibility, they just parrot the same line they give everyone on here: "See your dealer" or "Talk to the manufacturer." Let's be clear about the law: all our contracts are with MOTABILITY. They are the "contract holder" They are legally responsible for the vehicle, not the dealer, not the manufacturer.

Furthermore, their customer service actively breaches the Equality Act 2010. They refused legal requests for a reasonable adjustments. They provided a completely unsuitable hire car that couldn't fit our family's wheelchairs, and blanket refused to provide a suitable alternative which directly led to physical injury.

I know there are hundreds of us in this exact position -disabled people are being trapped in dangerous, faulty cars/scooters because Motability refuses to responsibility for their obligations under UK Law. They threaten us with losing our transport altogether or paying to cancel contracts on faulty vehicles that we have ever right to be able to cancel. It’s time we organized. If you are being denied your Right to Reject a faulty vehicle by Motability deflecting their responsibilities, we need to get together and launch a Group Litigation Order (GLO). I urge you all share your experiences on social media, watch dog and the like. Help other disabled people by making sure they understand what it really means to sign a contract with Motability. We need to show the world how Motability really treats their customers. They cannot keep getting away with treating disabled people like this.

Please, if you are considering getting Motability vechicle, I urge you do not fall for their lies. They won't take care of you, they won't help you and they won't even listen to you. Avoid them if you can! Please do not get involved with this company. It will be the biggest mistake you ever make they will treat you abhorrently.

Update: Poor review replied to within 24 hours, complaint letters go unacknowledged and unanswered, despite the fact their own website states:

"Complaint Process and Escalation
Response Time: Motability aims to acknowledge complaints within four working days and provide a final response within eight weeks."

Keeping up appearances matters more than actually helping customers.

Update: Months later they still insist it's repaired even though the DVSA are investigating the car - Motability's stance - It's repaired. Drive it, or else. but, they will give no repair proof, not even any repair history. Motabilty don't care disabled people. It's a business and that's all.

I have been driving my Motability vehicle just over a year & have been very happy, last week I noticed a noise so contacted the supplying dealer. Very long story cut short, I found it necessary to contact Motability. I was given outstanding customer service from a lady called Debra. She dealt with everything and more. She made me feel confident & at ease. Debra told me about so many options to help in my situation. I have never received such outstanding service from an organisation.
I can only give this organisation & its staff the biggest thanks ever.

Have been attempting to sort out issues with car charge card since November for the person I care for who has cancer and other health issues. The staff are not helpful - although they keep saying that they are trying to help us. I have tried getting them to put their responses in writing. They refuse to do so as they claim they have no communication department. I tried to speak with line managers - they refused to put one on. I tried raising a complaint. They refused saying they will raise a point of reference. I said I didn't know what that was and I was accused of being passive aggressive and they put the phone down. This is an unspeakably bad way to speak to people on the phone. They need to sort their selves out as they are causing untold stress and anguish. Been weeks and weeks of time wasting with this crew who appear to be very very badly trained.

I have experienced an appalling level of service from both Motability and the supplying retailer. They have wasted almost six months of my time, only to cancel my vehicle order without any authorisation or consent from me.

The cancellation was the result of basic, schoolboy administrative errors made by the retailer when submitting our order. Instead of taking responsibility for their own incompetence, we as the customer have been penalised for their mistakes. That is completely unacceptable.

What makes this even more frustrating is that the vehicle was literally within days of being delivered to the retailer. After waiting nearly six months for the car to arrive, to have the order cancelled at the final stage is beyond belief. The timing makes this situation even more unacceptable and deeply disappointing.

To make matters worse, when I challenged this decision, I was told that telephone conversations are recorded. I specifically requested that they listen back to the recordings and transcripts of my calls to verify exactly what was promised to me by the Motability advisor. There appears to be no willingness to properly review this evidence or take accountability.

The lack of ownership, transparency, and customer care has been shocking. After months of waiting, stress, and planning around this vehicle, to have it cancelled due to internal errors is not just frustrating — it is completely unprofessional.

I expected far better from an organisation that supports disabled customers. This experience has caused unnecessary stress and inconvenience, and the way it has been handled is absolutely unacceptable.

Motability and their partner retailers urgently need to review their processes, communication standards, and accountability procedures because this level of service simply is not good enough.

A used to think that Motability was trustworthy in everything they SAID and did however in the latest information put out by Motability regarding the change from Europcar to this new company called Switch they are NOT being truthful. Switch has NOT been in business for over 50 years, it is NOT one of the uk most trusted car hire providers and in its self Switch does not have 28.500 cars The truth is that the SCOT GROUP Own a company called Thrifty car hire and they have started a hire car company called Switch that was REGISTERD in2022 The Scot group its self has been in business over 50 years NOT Switch nor Thrifty which infact is one of the cheaper car hire firms going mainly at Airports around the world . Motability have proberbly chosen this new company because of costs to them and not for anything else. we will see if the service that SWITCH/THRIFTY/THE SCOT GROUP give is as fair as Europcar. but even if its the same or better i would have liked those at the top in Motability to come out with the true facts about this new hire car provider

Hi Hayley.

Why did motorbility pay for a taxi home and now attempting to shift the blame onto us as an abandoned vehicle?.

Disgusting service. Never again.

My brother has been diagnosed with throat cancer and is terminally ill. He leased a mobility scooter 6 months ago and it has now broken down for the second time in that period. The service centre say it is working again now but cant diagnose the reason for the breakdowns. They think it is an intermittent fault so they say they could give it him back but it could break down again the next day! Motability firm say they won't replace it and so he is now stuck with an unreliable scooter. He cannot walk at all and has been given less than 12 months to live. They say he has to pay £250 to get out of the contract but he does not have that and if he did he would want to save it for his funeral costs!.And they said if I go to the Ombudsman to complain they will not undertake any further tests or help get a further loan scooter. To make matters worse the shop had loaned him one last week but it was very old and also broke down yesterday leaving him absolutely stranded out of doors in the cold. I am beyond upset about this! How can this Motability company be so uncaring and treat people like this?

heaven help anyone who is hit by their insured. as a Third Party you cannot speak to anyone - the lines are disconnected - only option is email which they never respond to. A Direct Line Motability customer hit one of our Repair Garage Courtesy Cars in May last year. Repairs totally over £3k were done based on an Authority, invoice submitted but no payment forthcoming, despite numerous email and attempts at contacting them through other Direct Line departments - who forward emails internally and copy us in. Called another dept in desperation who again just advised emailing and mentioned they are working on a backlog of email since August 2025 - we are now February 2026!!

My grandmother, who is almost 80 years old, has been without a car for 11 days due to her Nissan X-trail breaking down.

My grandma, who suffers with poor Motability and mental health, has two appointments at the hospital each week for dressings on her leg. Mobility has told her to get a taxi. This is not possible for my grandma.

I have tried to speak to managers and nobody is interested. We have followed all the correct procedures but no help has been provided.

I thought mobility would be a company we could rely on, clearly not.

I am on my fourth car with Motability and have allways found the service that is supplied by thier staff as excellent. However, it all goes wrong when other companies are bought in to the scenario.
My Hyundai Ioniq 5 decided that on a Friday night at 11pm a unlit country road in Norfolk was a good time to have a total electrical failure and do its impression of a 2ton Housebrick.
No problem I will phone Motability like I did many years ago when I had a puncture and they will sort it all out pronto! . Wrong, we now have to deal eith the RAC who want to send you down website Rabbit holes . I eventually got to speak to a real person , as I am funny like that and prefer it. Unlike my previous experience, there was no sense of concern that I was going to be left in sub zero temperatures for up to 5 hrs until a Patrol could get to me and the fact that I was a Motability driver did not enter in to the equation.
I am afraid that I am to long in the tooth to accept what I consider to be bad serviceand informed that my Glucose levels were now excessively high and that if they arrived after 5 hours they might consider bringing a body bag with them. At that point a Taxi was sent to take me home , the car abandoned and an appointment made to meet the patrol the next morning.

I met the Patrol who was on time and a credit to his company. He got me going and followed me to the Main Dealer. He also started the arrangements for a hire car as the part required could be up to three weeks away in a warehouse in Korea. He then dropped me back home .
This was a Saturday , so I expected a call from Hyundai on Monday, Tuesday came and still no call. I phoned Hyundai Head Office in Leatherhead who took ownership of the problem and I am expecting work to commence fairly soon.
As far as a transport is concerned , I have had a Taxi account opened for me. Hurrah!. As far as a replacement car is concerned, Europcar are a total waste of time, and managed to offer me a Fiat 500 that I would have had to pick up from their depot , 30 miles away .For 2 days I had a daily non availability update and since then nothing, How can you operate a car hire company when you have no cars.
Like many other people, I use Motability so that I dont have to worry about my transport needs along with all the other curve balls that life has decided to thow at me.
So now back to working out who is going to refund me for the service that I have paid for and not received for the last week.

The scheme has been great for the pastt 3-4 years , until I’ve had a problem over a week ago - I couldn’t open the doors on my car - no power etc - Car is a petrol self charging hybrid vehicle , contacted motability - put me through to their RAC department - 4 times I had to explain to the RAC man on the line that my car doesn’t require a charging point , he eventually still sent a RAC flat back pick up truck to take me to a charging point ?? Completely wrong person and information , I’ve since had 5 other RAC visits and 2 new batteries fitted but car still won’t start - so after 10 days they have now taken car away to be fixed - my car is booked on the 19th March for a service and I’ve been told by the RAC that my car won’t be back until after then ! I should have had a courtesy hire car deliver today however I’ve now been informed by Europcar that it won’t be available until after the weekend at the very earliest - ( That’ll be at least 2 weeks without a car ) motability have now said that I can claim £77 back for every week I’m without a car and whilst I’m without a car they will pay for taxis in any urgent appointments - when I signed upto this scheme it was to have trouble/stress free motoring ( after my health issues ) I was never told about any of this hassle or that Europcar haven’t got enough vehicles to fulfill the contract then I wouldn’t have signed upto the scheme ! Total incompetence all round and I believe that’s it’s not short of taking your deposit and weekly payments under false pretences !

Motabilty has changed not for good but they try to get as much money from us the customers, they lie, hold onto to our money, they don't contact ADP/PIP to say lease ended so the benefit is returned back the customer. If they pick your car up at end of lease they hold it for 28days and they hope we don't ask about Good Condition Payment, so after 28days we have to contact them again to get our FCP. Motability must make millions in profits from us the customer. 😱😤😡😡😡

Use the RAC as recovery and leave a disabled person in a car that has no intention of sending a recovery truck to.
Shame on you, also told 7 days min for a hire car, but take your ADP .

Mobility scooter issues. Inc reversing keepers not working making it dangerous.
Lights packed up. As this is a class 3 scooter it's illegal to use. I want motability to take the scooter back and cancell the agreement as it motabilitys own words the scooter is NOT fit FOR PURPOSE. . Motabillty want £250 cancellation fee. For a scooter that is not fit for purpose and I as a stroke viccannot use. Enough is enough. Never again will I use motabillity

24 plate nissan qashqai E Power breakdown everything dead ,drivers window wide open 4 Degs ,phoned RAC didn't attend for six hours ,by which time I got a £350 taxi home on them,couldn't fix as RAC sent independent contractor ,vehicle requires recovering bearing in mind the drivers window is fully open, had a phone call Thursday morning at 00.07 hrs that someone was on route and was I still with the car 72 hours after I reported it ,motability weren't interested in anything ,to do with this or the hire car that should have been supplied, still waiting Thursday evening ,motability .RAC, Europcar none of them were interested or could be arsed
just been mugged off ,by this bent company
I did speak to a snippy winey Scottish women in customer service ,I how dare I complain, thats what it felt like, considering the weather and the fact its been hammering down ,three and a half days at Bristol airport
I hope the car is a write off
Typical pass the book response below as expected, this vehicle is paid for from my war pension not a pity me benefit, over this entire saga europcar call centre in spain Rac centres majority of the poeple i spoke to could barely put a English sentence together ,recovery company wasnt any better ,iand motability will send around the network fobbing you off from one dept to another ,I get cars breakdown that isn't the issue it's these three organisations that are totally sh#te
Fortunately I can rectify that sooner than you think

If you are a motability customer it claims worry free motoring do not believe them first of all since going to direct line insurance they are a nightmare to deal with ,I was involved with a non fault accident the other party admitted liability and in writing offered a full repair service a like for like courtesy car while repairs are carried out so I was told initially by direct line there would be no problem they would supply the same service but here I am on fault accident due to direct line not fulfilling the third parties agreement I am now without my car ,without a suitable courtesy car this is down to direct line the third party insurance have again offered to fulfill their commitment and contacted me regarding courtesy car but according to direct line as a mobility customer you have to usedirectline insurance for any repairs where normal insurance companies welcome third party claims but not if you are a motability customer so you can not get replacement transport from third party insurance (this is not the normal ) direct line WILL NOT give like for like even though the third party insurance will pay for this so it does not come out of direct line insurance .on that note having been a motability customer since 2000 their old insurance company royal sun alliance did allow third party insurance with no restrictions now if you are a motability customer direct line will not allow full repairs etc by third party my car went on 9/02/2026 today is 12/02/2026 no. Car is available from direct line but third party has a vehicle for me but I am not allowed to use .in fact yes direct line did supply a totally medically unsuitable vehicle of which I tried to use and ended up the hospital due to injury so be very carefully in joining the motability sceheme it maybe a false economy or just not as it says in regards worry free motoring

Definitely gone down hill
What's going on leaving people
Without a vehicle for days on end , but still take your pip payment , customer service is dreadful every one tells you different 😡

For 30 years I've being relying on Motability for my learning disabled sons transport needs.
Last year was the first time I felt pressurised in to choosing a vehicle that was unlikely to meet needs as all the previous Motability vehicles had done.
This was because the class of vehicle my son's need was now only available as an EV.
When I voiced my concerns, I was advised that I could leave the scheme if I wasn't happy. That was not a choice in my situation.
After 6 months my fears were confirmed. The range was about 40% less than claimed and meant I had to curtail travelling opportunities for my sons.
I live in a rural area and charging points are few and in the wider area there are no rapid chargers. There is the added factor, not taken account of by Motability, that people with behavioural problems do not like sitting about without a clear plan and purpose in mind! Public charging was not an option as it was going to add an unnecessary layer of complication when taking these guys on anything except shorter journeys. An EV vehicle is likely to create behavioural challenges if it requires a charge in transit.
Others must have experienced similar issues because Motability brought diesel vehicles in this class back on to the scheme. I immediately seized the opportunity to ask to end the current lease in order to obtain a diesel model citing the above issues along with other problems not mentioned here.
They agreed fairly promptly to allow me to order another vehicle. However I was charged £250 for "paperwork"!
Motability have been pushing EVs at the expense of meeting genuine needs. They paint an unduly positive picture of EVs.
The reality is that where I live, there is no low rate EV tariff available and the running costs are similar to an petrol or diesel vehicle doing 40mpg..... that's as long as you don't use a public charger otherwise they are much more expensive to run than a combustion engine.
Motability have probably got an over representation of staff favourable to a woke agenda. They probably truly believe their own propaganda about EV usage and certainly don't publish anything negative re customer experience. I personally like EVs as a means of propulsion but the infrastructure is not in place for hassle free travel and many EVs have a range far short of what is claimed.
Perhaps customer choice should be facilitated when there are genuine reasons if Motability truly wants to enable better opportunities for those with disabilities.