Motability Scheme · Ealing Pulse

What is it?

The Motability Scheme uses all or part of a qualifying mobility allowance. The lease normally includes insurance, servicing, tyres and breakdown cover. The disabled customer can nominate drivers.

Who may qualify?

You generally need at least 12 months remaining on an eligible enhanced or higher-rate mobility allowance. Eligibility belongs to the disabled customer, including eligible children.

What to do next

Check allowance eligibility, compare vehicles and adaptations, book test drives, then order through an accredited dealer. Ask about advance payment and grants before ordering.

What if there is a refusal or problem?

Motability decisions and DWP benefit decisions are separate. Challenge the benefit decision through DWP; complain to Motability about Scheme service or administration.

PRACTICAL GUIDE

Practical plan: the Motability Scheme

Gather the right information, make a specific request and keep a written record. Below is an action plan and message template for the Motability Scheme.

Check the correct route

Check that the qualifying mobility award has the required remaining period before ordering a vehicle.

Prepare a short history

List key dates, previous contacts, case references and what has already been promised or refused.

Ask for a written decision

After a phone call, email a short summary and ask for confirmation of next steps and timescale.

Record the outcome

Keep confirmations, names, dates and copies in one folder.

What to prepareTick items as you collect them

the mobility award, nominated drivers’ licences, adaptation needs and a realistic advance-payment budget a written chronology of contacts and decisions case references and copies of emails photographs, quotations, plans or reports where relevant an explanation of the impact on safety, independence or the carer

Common mistakesWhat to avoid

relying only on telephone calls
mixing many unrelated issues in one long email
not stating the requested outcome
failing to explain urgent risk or deterioration
accepting a verbal refusal without written reasons

GOOD PRACTICE

Tips that make a real difference

One message, one request

State exactly what you want at the start: an assessment, decision, correction, date or contact from the correct team.

Explain the impact

Explain what is happening now and the risk if support is not provided.

Ask for reasons

If the answer is no, ask for the reasons, criteria used and review or complaint route.

Set a date

Ask for a specific response date rather than “soon”.

IF REFUSED OR NOTHING HAPPENS

Escalation plan step by step

1. Ask for a review

If the issue is the mobility benefit, challenge the DWP decision. If it concerns the dealer, vehicle or scheme service, complain to Motability and keep records.

2. Make a formal complaint

Attach a short chronology, the decision, relevant evidence and the remedy requested.

3. Ask for independent support

Consider an advocate, independent adviser or specialist organisation if managing the case alone is difficult.

4. Escalate after the complaint

If the organisation’s complaint process does not resolve the issue, check the relevant ombudsman, tribunal or regulator.

LETTER BUILDER

Request or review letter template

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RecipientTo the relevant team or service managerRequest for action / review — the Motability Scheme

Full name Case reference / National Insurance Decision or event date What is wrong? Key examples Evidence enclosed What outcome do you want?

WHERE NEXT

Further routes

Internal review

Ask for the decision to be reviewed by someone not responsible for the original decision.

Formal complaint

Use the formal complaint procedure for delay, communication or case handling.

Further escalation

After the complaint process, check the relevant ombudsman, tribunal or independent body.