Motability help
How to solve a Motability problem involving vehicle suitability, adaptations, insurance, delivery, award changes or a complaint.
Last reviewed: 6 July 2026 · UK guidance
In brief
The right contact depends on the issue: dealer, Motability Operations, insurer, adaptation supplier or benefit office. Record the lease, vehicle and problem before contacting all of them.
Urgent safety, breakdown and accident issues use the named assistance routes. Suitability or service complaints should be made in writing with the outcome needed.
Identify who controls the decision
The dealer handles ordering and some vehicle issues; Motability manages the lease; insurers handle claims and drivers; the benefit office controls the mobility award. Ask for a warm transfer when responsibility is disputed.
Document suitability or adaptation problems
Record measurements, photos, failed transfers, equipment fit, warning lights or professional advice. Stop using an unsafe vehicle and ask about temporary transport.
Respond to award or licence changes
Tell the scheme promptly and ask about lease consequences, grace periods, named drivers and alternative support. Do not rely on informal dealer reassurance.
Escalate a complaint
State the timeline, failed resolution and desired remedy. Request the complaint reference and final response, then use the relevant independent route if available.
A Motability problem report
Use with the organisation responsible.
My Motability agreement or vehicle [reference] has this problem: [facts and date]. It affects safe or essential use by [consequence]. I have already contacted [people]. Please confirm who owns the issue, the immediate safety or transport plan, the remedy and the formal complaint route in writing.
A practical checklist
- Contact the organisation controlling the issue.
- Stop unsafe use and keep evidence.
- Report award and licence changes.
- Use a written complaint with a requested remedy.
Check the current information
These are the most relevant official or specialist places to confirm live rules, availability and application details.
motability.co.uk
Open official informationgov.uk
Open official informationgov.uk
Open official informationChoose one next action
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