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.
Confusing advice on an MOT fault from…
Confusing advice on an MOT fault from my first agent and a lot of frustrations but Chris from the phone-in centre was the one sensible person I spoke to all day. Thank you for finding me a solution Chris! The RAC were able to fix the issue at home and I’m now awaiting a retest
19 June 2026
Unprompted review
Reply from Motability Scheme
Hi Martha,
Thank you for taking the time to share your experience with us. Customer feedback is incredibly important, and we are always looking for ways to improve the service and support we provide.
I appreciate how frustrating it can be to receive unclear advice, particularly when you're looking for help. I'm pleased to hear that the matter was resolved and that you were ultimately able to get the right support and guidance you needed.
Thanks again,
Molly
Excellent…Service
Every time I have contacted Motability they have answered all my questions as best they can it's not their fault the government has made things worse it's. It's not Motability to blame for the way dealers treat Motability customers i found tht my car broke down so many times the dealer wasn't helpful at all which is Hyundai Peterlee Kona is the worst car ever but Motability has helped me every step of the way been polite understanding and very courteous I am very proud to be a Motability customer and can't thank them enough if it wasn't for them my daughter would be confined to home 😀 so hats off to Motability and boo to the government
17 June 2026
Unprompted review
Reply from Motability Scheme
Hi Sheila,
Thank you for taking the time to share your experience. It's really wonderful to hear that you've been happy with the support you've received from us.
It's clear how much helping your daughter get out and about means to you, and we're delighted that we've been able to play a part in supporting that.
If you ever need any assistance in the future, please don't hesitate to get in touch. We'll always do our very best to help: https://www.motability.co.uk/get-support/contact
Take care,
Molly
They have forgotten what the purpose of…
They have forgotten what the purpose of the scheme is. Reduced mileage allowances and shortened windows for applications and lease changeovers will leave people who rely on their vehicle to go to work and medical appointments without a vehicle.
15 June 2026
Unprompted review
Reply from Motability Scheme
Hi Denise,
Thank you for taking the time to share your thoughts. I understand your concerns about the upcoming Scheme changes, particularly around the mileage adjustment.
We know how important being mobile is, so this decision was not made lightly. The changes for new leases from 1 July are in response to UK Government tax changes, which will increase the cost of delivering the Scheme. Without making changes, the average cost of a lease would increase by around £1,100. To help keep the Scheme affordable while protecting the all-inclusive package, including insurance, maintenance, servicing and UK breakdown cover, the mileage allowance has been adjusted to reflect what over 73% of customers already drive within.
We appreciate this change may affect customers differently. To stay up to date, please visit our dedicated Scheme Changes page: https://www.motability.co.uk/changes
When you're ready to renew, you can start your next application up to three months before the end of your lease, and we'll send you a reminder when the time comes. For reassurance, we'll also automatically extend your current lease to align with your new vehicle's delivery date.
Thank you,
Molly
Total rubbish service up to 3 days for…
Total rubbish service up to 3 days for pucher repair
15 June 2026
Unprompted review
Reply from Motability Scheme
Hi Maurice,
Thank you for taking the time to share your experience. I'm sorry to hear that you were disappointed with the service you received. I appreciate how frustrating it can be when a repair takes longer than expected, especially when you may be relying on your vehicle.
We really do value all customer feedback and use it to help improve the service and support we provide.
Should you need any support in the future, you can find further guidance on our website here: https://www.motability.co.uk/get-support/if-something-happens/cars-wavs/tyres
Thank you again,
Molly
My car went in for its first 2 year…
My car went in for its first 2 year service only just over 11000 miles. It is a Seat and it needed new rear brakes, what a piece of rubbish this Seat is. It also needed new wiper blades and other things, Motability refused to do the other things but only the brakes they would repair, but the agreement states Repairs, Servicing,Tyres, Road Tax, Insurance and Breakdown cover is all in the deal, Motability has over 650.000 cars on lease, they have a monopoly on cars for the Disabled, we should have competition for this, we should have a few companies competing against each other, Big Banks now own Motability so they have not interest in Disabled people and giving them a good deal, only taking their money from them, The CEO gets £924.000 a year, And now they are reducing the miles they can do a year, and charging 25 pence a mile for anything over the allowance, when if you lease a car they charge between 5 and 10 pence a mile for over the mileage allowance, you used to get Motability cars with no deposit on them, only expensive cars required a deposit, now they are charging from £1000.00 to £7000.00 deposit for a car, they must think all Disabled people are millionaires and they are going to relieve them of all their money, as the Big Banks just love stealing Disabled Peoples Money and giving them a bad deal. It is their money the Banks want, I have been talking to garages and they say that they are having so much problems with Motability and Disabled people that have cars with them, and other Disabled people I have talked to are saying the same thing, years ago Motability was great for Disabled people, they liked them and how helpful they were, I cannot get a good comment from anyone about them now, They are just a Financial Organisation now, Money Money for the Banks,
I had a friend that had his Motability cars seized by the Police for no reason, no charges against him, he had no criminal record of any kind was not doing anything wrong or breaking any laws Motability took away his car from him, They were not interest in him being innocent and no charges against him, they just went along with the Police Corruption, they helped the Corrupt Police, they may be working with the Police to do this so they can take away Disabled peoples cars, I believe Motability is now just a corrupt money making organisation. I am sure that the responses we see from Motability are just AI responses, they have no interest in doing anything as you see in my case they are saying that the problems with my car are an Insurance Problem, blame everyone else for the problem, NOT ME GOV.
12 June 2026
Unprompted review
Reply from Motability Scheme
Hi David.
Thanks for taking the time to leave your review. It’s disappointing to read you are unhappy with the Scheme.
You are absolutely correct, essential maintenance is covered as part of your Motability contract, so it’s confusing to hear that we would not cover some of the work requested by your dealership. If we are unable to authorise repairs, our dealer support team will reply to the dealerships request explaining why we cannot approve the work, or they may ask for additional information before we can. Items classed as damage are not covered and will need to be repaired through your insurance policy.
Should you wish to discuss your repairs further, you can speak with your dealership, or please do not hesitate to reach out to us via our contacts page, motability.co.uk/get-support/contact. We will always do our best to answer your questions.
We understand that the mileage changes may affect some people more than others. The changes have had to be made following the Government announcement regarding VAT and IPT changes. The excess mileage charges will be different to private leasing as these do not usually include maintenance, tyres, insurance and breakdown like the Scheme package.
Costs within the motor industry has significantly increased over the last few years and this is reflected in our Scheme pricing. Please rest assured, our focus remains on providing affordable reliable transport for our customers, whilst ensuring the Scheme remains sustainable for the long-term future. Should any customers need any support during their renewal, they are welcome to reach out to us and we will do our best to support them as much as we can.
Many thanks, Hayley
Not suitable for a family that has Disability needs .
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 . with the requirement for 24/7 care and a full time care team to assist in her daily living . we also have three daughters the youngest being three months old when my wife became ill. i have needed a minimum 7 seat vehicle to do the absolute minimum of travelling with my wife wheelchair , children, carer and me . at the start of the scheme i tried to run 2 vehicles but this was not financially viable. we have used the mobility vehicle as our single family transport for all transport and my commuting to work of 28 miles each way . so if you really need the scheme its now defiantly not worry free motoring . costs deposit 3-3500 full motability £4160 and around £4000 in excess milage, over £13k with our family contribution 0f around £7.5k and the worry of being branded a benefit abuser . so due to the recent changes this scheme is now not suitable for those most in need and their family.
9 June 2026
Unprompted review
Reply from Motability Scheme
Hi Tony Wilde,
Thank you for your feedback and for taking the time to leave us a review.
I'm pleased that the Motability Scheme has been helpful to you, and I'm sorry to hear your concerns about the impact of the recent changes.
The Scheme has become more expensive to run in recent years, and recent Government tax changes will increase those costs further. To help keep the Scheme sustainable, we have had to make changes that affect as few customers as possible while protecting the core package, including insurance, servicing, maintenance and breakdown cover.
We want to reassure you that we're doing everything we can to keep the Scheme as affordable as possible.
You can keep up to date with all Scheme changes, as well as the support available to customers, here:
https://www.motability.co.uk/changes
As the mileage changes only apply to applications submitted on or after 1 July, it may be worth reviewing your mileage needs when the time comes to renew and deciding whether the Scheme continues to meet your requirements.
Many thanks, Malachi.
I'm absolutely grateful to the scheme
I'm absolutely grateful to the scheme, my car is my life saver, like anyone who needs this service, its thoughtful to the customer, u don't have anything to worry about, someone is always at the end of the phone to help, there's no stress. I really don't know what I would do without my car, life saver !!
9 June 2026
Unprompted review
Reply from Motability Scheme
Hi Angie.
Thanks for leaving your review and for your kind words about the Scheme. It’s lovely to hear what your car means to you and the positive impact it has on your life.
If you need any further support from us in the future, please do not hesitate to reach out. We're always here to help.
Best wishes, Hayley
Useless
Would have wanted to give a zero having an absolutely awful experience with them. My disabled daughters wheelchair is useless the dealer we got it from doesn’t want to help so i have found a new dealer and they were so helpful. But can’t change as the ridiculous rules mobility have with regard changing to a dealer and wheelchair. These people who walk at mobility are uncaring and have no empathy seem to read from a rule book and kept saying we had to stay with the same company who are absolutely terrible and with a chair we can’t use. This scheme is an absolute shambles. Left paying for a chair we can’t use as so unsuitable. I did ask to make a complaint but apparently they don’t have a department for that.
I am now going though the ombudsman. Your complaints service was beyond useless.
4 June 2026
Unprompted review
Reply from Motability Scheme
Hi Dolphin,
Thank you for leaving your review. It’s disappointing to hear that there is an issue with your daughter’s wheelchair and your current Motability dealership have been unable to fix it. I can understand why you will be feeling frustrated, if an alternative dealership have been more supportive with getting this resolved.
We would always encourage customers to work with their dealership regarding any problems that may arise, but we do understand that is some cases you may need to change your dealership. We try to accommodate these requests where possible.
Motability do have an internal complaints process, but we will always try and resolve your complaint through our customer services team on your first contact. We would like to discuss your daughter’s situation further, so that we can provide further support and ensure she has a fully working chair. Please reach out to us again via our contacts page and we will do our very best to help motability.co.uk/get-support/contact.
Best wishes, Hayley
There is nothing like this scheme
There is nothing like this scheme. Unlike what most people believe it's not a free car it can cost you upto 8k initial payment then the whole of the mobility part of your pip for three years. So yes you can get cheaper deals out there but not the service you get from motability.
Every question you need the answer for is always answered correctly.
60k miles over 3 years, all services and mot when needed included, replacement tyres when needed , full breakdown, and full insurance is all included.
It's just a no trainer.
4 June 2026
Unprompted review
Reply from Motability Scheme
Hi Andrew,
Thanks for your positive review. It’s great to hear you have always been happy with the customer service that you have received from us.
We hope we can support you for many years to come.
Best wishes, Hayley
Faulty from week two, left carless five months on
I took delivery of my Motability vehicle in December 2025. After just two weeks on the road it developed a fault and became immobile, and it has been off the road ever since. Because the repair dragged on for so long, a new replacement car was ordered - yet more than five months later I'm still without a usable vehicle. I was originally told by Motability's customer relations team that I could stay in my hire car until the new vehicle was ready for collection. Instead, the contract on my existing car was cancelled without any consultation with me, and I was then told to return the hire car and would be left without transport for the foreseeable future. When I called to find out what was going on, I spent over an hour on the phone with long hold times, no manager available to help, and no follow-up since. No one seems able to explain who made this decision or what happens next. Motability is supposed to support disabled people, yet I've been left without a car, a replacement that hasn't arrived, and no answers. I expected far better and I would advise anyone considering Motability to research before making any decisions.
29 May 2026
Unprompted review
Reply from Motability Scheme
Hi CH.
Thank you for sharing your experience and for leaving your review.
I’m really sorry to hear you had a fault with your vehicle so soon after collection. It’s also disappointing that the dealership have been unable to fix it. We understand how important a reliable vehicle is, so we do appreciate how frustrated you must feel with everything.
We will always do our best to help you stay mobile whilst your vehicle is off the road, however, hire car provision may only be provided for up to 90 days in some cases. We understand that there can be longer waiting times for certain vehicles, it may be worth speaking with your dealerships, to see if any alternative suitable models will be available sooner.
We would be happy to discuss your individual circumstances with you and answer any questions you have. Please do not hesitate to contact our Live Chat team on our website and quote “Trustpilot”: motability.co.uk/get-support/contact. Our opening hours are Monday to Friday, 8.30am to 6pm, and Saturday, 9am to 1pm.
Best wishes, Hayley
I got answer for all my questions so…
I got answer for all my questions so I'm have happy with costumer service
2 June 2026
Unprompted review
Reply from Motability Scheme
Hi Adriana,
Thank you very much for your review. I am pleased you were able to get the answer to all of your questions.
If we can support you again in the future, please do not hesitate to get in touch.
Best wishes, Hayley
I have had horrendous experiences with…
I have had horrendous experiences with motability accounts team
They paid my good condition payment into an account which they had on my file in error.
I called the same day to tell them this and changed the details on my account.
It’s now a month later and no nearer to being resolved. I have just been told that I will need to wait for them to do a trace on the payment which could take 12 weeks.
This is after numerous phone calls, usually waiting for nearly an hour to speak to someone. Not allowed email or phone contacts of the accounts department so having to explain the whole process again and again
The account they made the payment into is a mystery… I have only ever had one account with this bank and it was not that account
The emphasis has been on my providing evidence of this. No admission that they made an error.
I am not sure who regulates this organisation. Given that it is normally vulnerable people who use their services….
The bank details that are on my account have never belonged to me. This has been confirmed by the bank … so not sure how they matched. The bank are confirming this in writing
29 April 2026
Unprompted review
Reply from Motability Scheme
Hi Anne.
Thanks for sharing your experience and for leaving your review. I understand that you will feel frustrated that you have yet to receive your Good Condition Bonus yet.
Bank account details can only be added and updated by customers themselves through their online account and there is a matching process when this is completed. So I am sorry to hear the bank account that the payment was paid into is not one you recognise.
It can take up to 12 weeks for our finance team to hear back from the bank where the payment has been made and sadly, we cannot speed this process up. Once we have an update, please be assured, we will be in touch with the next steps.
We appreciate your patience whilst this is looked into. If we can be of any other help, please do not hesitate to get in touch.
Best wishes, Hayley
VE103 or NOT?
I needed to speak to the RAC with regards to taking my car to France, it was a real struggle to get through, so eventually I did a online request, waited 3 days - no reply. So I called again, spoke to a very nice gentleman told him about my query and he told me that I do not require a VE103 to take my car into France as I had full cover. I was still concerned about 1 person saying I needed it and the other saying I don't! So I did abit of research and it seemed to clear to me that I needed it. So I call RAC Motability again and spoke to a lovely lady called Lorraine Taylor - she knew instantly what she was talking about and she confirmed that I definitely needed it. She organised it within minutes, she renewed my faith in the system and she is a credit to your organisation. If I hadn't got through to her my review would be very different. Thank you.
28 May 2026
Unprompted review
Reply from Motability Scheme
Hi Lindy,
Thank you for sharing your review. It’s great to hear that Lorraine was able to organise your document for foreign travel so quickly. I am sorry for any previous confusion over what you needed to take with you.
The VE103 is a document that confirms we have given you permission to take your Motability car our of the country and is needed for any foreign travel. You can read more about taking your car abroad and what’s needed on our webpage, motability.co.uk/get-support/faqs/take-vehicle-abroad.
Thanks again for your kind words and I hope you have a wonderful trip!
Best wishes, Hayley
They are not reliable time wise
They are not reliable time wise. They keep shifting the time and wouldn"t take responsibility
All in all, very bad experience and very disheartening considering that the user had to take her pills at certain times
25 May 2026
Unprompted review
Reply from Motability Scheme
Hi Ola,
Thank you for taking the time to share your feedback. I'm sorry to hear that your experience did not go as smooth as we would hope.
We really value customer feedback, as it helps us understand where we can improve and continue to develop our service for all customers.
If you would like to discuss your experience in more detail, you're welcome to contact us or one of our service providers. You can find the relevant contact details here: https://www.motability.co.uk/get-support/contact
Thank you,
Molly
Not happy about trying to make a mobile…
Not happy about trying to make a mobile booking to fix a puncture.
The first available date for a home repair was 29th May(it’s 20th May today)
How is that useful for a disabled person? Luckily my daughter is available to take the car for me at an earlier date to a centre- but it was luck! If it had been just me here that would be it, and I’d be off the road for a week.
20 May 2026
Unprompted review
Reply from Motability Scheme
Thank you for feedback and posting your review. I appreciate that it must have been frustrating having to wait for a mobile tyre fitting appointment.
Feedback like this is important to us and our Scheme partners such as Kwik Fit, who are our trusted tyre specialists and are best placed to assess tyres and advise when replacements are needed.
Availability for both branch appointments and the mobile fitting service can vary, and I'm sorry that you were affected by this.
I'm pleased to hear that you were able to have the tyres replaced at one of the branches in the end.
Many thanks, Malachi.
Would give it a zero
Would give it a zero. What a disgusting company. No empathy no nothing. Took my car off me for something someone else done amd I wasn't even in the car. I have been penalised more than the other person woth me being on the legal side of it. The dont care about people. Its disgusting. I would advise to lease a car instead of using the Motability Scheme.
28 December 2025
Unprompted review
Motability have become THE WORST…
Motability have become THE WORST company to be involved with. They do NOT 'care' about customers at all, consistently bounce you to another organisation, blame everything else and can't be bothered to help!
18 May 2026
Unprompted review
Reply from Motability Scheme
Hi Adam,
Thank you for taking the time to share your review. I'm sorry to hear that you were dissatisfied with your experience. I appreciate how frustrating it can be when you contact us for support and are referred to another organisation.
I'd like to reassure you that we always aim to understand each customer's circumstances and direct them to the team best placed to help if needed. In some cases, this will be one of our Scheme Partners, who provide services as part of your lease package and have the specialist expertise to support specific queries.
To help make future contact as straightforward as possible, I'd recommend referring to the handbook provided at the start of your lease, which outlines who to contact for different types of support. You can also find this information on our website here: https://www.motability.co.uk/get-support/contact
Thank you,
Molly
utterly disgusting from mobility scheme how do you sleep at night
customer service at mobility scheme when you're wanting to lease a vehicle is really good but when for example drive smart they believe the data over the disabled customer n telling people you have to have a cheap drive smart n app that requires 24 hours a day tracking through your smartphone surely that goes against laws n SAR data breach n don't get me wrong i would be stuck without my lease vehicle but surely mobility scheme would argue the governments new rules for disabled people rather than sitting back n letting government do what they want n the advanced payment on vehicles is just ridiculously high n gonna get higher n if you ask for a grant nine times out of ten it's refused because you asked for a petrol or diesel vehicle n not an EV n as for this drive smart mobility scheme giving it we are listening to our customers yeah right sure you did do that ya mean it took a court case for you to listen its about time mobility scheme brings down the Advanced Payments n help disabled people like the scheme is designed to do how many court cases will it take for you to listen n all those disabled people that have now been removed because of drive smart inaccuracy again you believed the data over the customer they've now lost their independencey cause of drive smart
14 May 2026
Unprompted review
Reply from Motability Scheme
Hi Mike,
Thank you for taking the time to share your thoughts with us.
We’re sorry to hear that you were unhappy with the Drive Smart device. We truly understand how important our customers vehicles are to them. Please know that Drive Smart has been paused from Thursday 14th May while we review how it can better support our customers.
You can find more information about this on our website:
news.motability.co.uk/scheme-news/update-on-drive-smart/
We completely understand that advance payments have increased over the years and appreciate how concerning this can be. Cost have risen across the Scheme so advance payments have also been affected by this. We work very closely with our manufacturer partners to secure the best possible prices for our customers and pass on as much discount so we can offer value for money.
If you do want to discuss any of this more, please do contact our Live Chat team motability.co.uk/get-support/contact and quote ‘Trustpilot’. They are available between the hours of 8:30am and 6pm Monday to Friday and 9am to 1pm Saturdays.
Best wishes,
Lisa.
They say they look after their…
They say they look after their customers but they don’t they leave you too fight it out with a dealership to get the car repaired and they sit there and do nothing to help you then they have the front to make you feel worthless by blaming it on you when the car is sent back as it’s not safe to drive
19 September 2025
Unprompted review
Reply from Motability Scheme
Hi Adrian,
Thanks for taking the time to share your thoughts.
We are sorry you feel as though you haven’t been looked after. We will absolutely always look to help the best we can when contacted.
If you do need any further support, we will be more than happy to talk about this more. Please do reach out to our Live Chat team through our website motability.co.uk/get-support/contact and quote ‘Trustpilot. They are available between the hours of 8:30am and 6pm Monday to Friday and Saturdays 9am to 1pm.
Take care,
Lisa.
All the bullying from motability and…
All the bullying from motability and they have stop drivestupid because its not working. Any compensation for the bullying motability
14 May 2026
Unprompted review
Reply from Motability Scheme
Hi David,
Thank you for taking the time to share your review.
Customer feedback is really important to us, so we recognised that Drive Smart was causing concern for some customers, which was never our intention.
We're working hard with our customers to improve this experience, to ensure customers can be confident driving with Drive Smart when its reintroduced.
If Drive Smart will apply to your lease in the future, please be assured we’ll give you plenty of notice beforehand.
Thank you,
Molly
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.