FAQs
Click on each of the links below to view a series of FAQs on a wide range of topics. You can also search the entire list of FAQs using the search field below.
Joining the Scheme
Paying for your car
Can I get a car through Hire Purchase?
Do I get the Advance Payment back?
How do Motability Operations collect the payments?
How much does leasing through the Scheme cost?
What cars are available at nil Advance Payment?
What happens when prices change?
When do I need to pay the Advance Payment?
Why do some cars have an Advance Payment?
Why do WAVs have higher Advance Payments than standard cars?
Financial help
Getting your vehicle
Are there any electric vehicles on the Scheme?
Are there any 'green' cars available?
Are vehicles available with lumbar support?
Can I change my mind after I have made a car application?
Can I collect my car at the weekend?
Can I get a motor home or a caravan?
What can I expect from a Nearly New WAV?
Can someone else take delivery on my behalf?
How do I apply to the Motability Scheme to lease a vehicle?
How do I find the most suitable car?
How long will it take to get my new car?
I have lost my PIN, can I get another one?
The car or WAV I want is not on the price list?
What colours can I order a car in?
What do I need to take to the dealers to place an order?
What do I need to take when I collect my new car?
What is a Diesel Particulate Filter?
What is a Motability Suitability Questionnaire?
What is a suitability assessment?
What is the average miles per gallon (MPG) for a vehicle?
What is the Driver Consent form?
What Nearly New WAVs are available?
Where can I find out more about Wheelchair Accessible Vehicles?
How can I check the dimensions of a vehicle to make sure it suits my needs?
Getting your scooter or powered wheelchair
Are used scooters available on the Motability Scheme?
Can I get a scooter product that is not on the price list?
How do I apply for a scooter or powered wheelchair?
What are custom-built powered wheelchairs?
What are large or road legal scooters?
What are medium or midrange scooters?
What are small or boot scooters?
What are standard powered wheelchairs?
What do I need with me when I get my new scooter or powered wheelchair?
What is the maximum user weight for a scooter or powered wheelchair?
Where can I find the scooter or powered wheelchairs' dimensions?
What is the weatherproof storage cover available for my product?
Personal Independence Payment (PIP)
Finding a Motability dealer
Car dealership
Scooter and powered and wheelchair dealership
Wheelchair Accessible Vehicle suppliers
Contacting us
Online Account
Already a customer
Change car
Can I cancel my car lease agreement?
Can I get my new car from a different dealer?
My current car is too small, can I cancel my lease agreement or change cars?
My new car will not be ready until after the end of my contract, what can I do?
What about my next car on the Scheme?
Update your details
End of your lease
I do not use my car anymore, can I hand it back early?
I have a WAV, what do I do at the end of my contract?
I'm getting another car, where should I hand my current car back?
Is there an inspection at the end of my car lease?
Should I repair all marks on my car before handing it back?
What happens if a Motability Scheme customer passes away?
What happens if I feel I am not getting benefit from the car?
What happens to my car after I hand it back?
What is the Good Condition Bonus?
What options do I have at the end of my car lease agreement?
When can I apply for financial help on my new lease?
When will my car lease agreement end?
When will my scooter or powered wheelchair lease agreement end?
Tax
How can I check my Motability car is taxed?
I have received my new Motability car without a tax disc
I live on the Isle of Man – how do I tax my car?
My tax is overdue and I haven't received my tax confirmation letter
Why is the DVLA no longer supplying tax discs?
Without a tax disc, how can I prove I’m entitled to free parking?
Cherished plates
Breakdown
Am I covered for breakdown when I'm abroad?
What should I do if my car has broken down?
What should I do if my scooter or powered wheelchair has broken down?
Will I get a courtesy car when my car has been recovered by the RAC?
Will I get a replacement vehicle if my WAV is being repaired or serviced?
Am I covered if I break down whilst towing a caravan or trailer?
Using your car
After how many days does the Customer qualify for loss of use payments?
Can I add optional extras to my car?
Can I fit a tow bar to my Motability Scheme Car?
Can I smoke in the Scheme car?
Can I use my Motability Scheme car for business?
Do I have to be in the car when it is being used?
Do I need to tell you if my medical condition changes?
How many miles am I allowed to do?
What happens if I go into residential care?
What happens to my lease if I’m in hospital for more than 28 days?
Maintaining your vehicle
What happens if my vehicle needs repairs?
Can I add accessories or make modifications to the car?
Can I fit winter tyres or snow chains?
How often does my car need servicing?
Why does my car not have a spare wheel?
What should I do if my car’s wheel alignment is incorrect?
What can I do if the vehicle is not getting the advertised mpg?
What happens if the car fails its MOT?
What is a Diesel Particulate Filter?
What if the car is damaged by a mobility aid?
What is the legal limit for tyre tread?
What should I do if my car isn't running properly?
When is a courtesy car available?
When will my car go in for repairs?
Who should I speak to about my WAV?
Using your scooter
Fines, towing and seizure
Blue Badge and concessions
Adaptations
Insurance
Adding a driver
Can I change my nominated drivers?
Can people not named on my insurance drive my car?
Can someone else drive for me?
Does it matter if a driver has points on their licence?
I have a number of carers, can they all drive the car?
My proposed driver has been disqualified in the past, can they be put on the policy?
What happens if my permitted driver can no longer drive?
What information do I need to give to add a driver?
What restrictions are there for young drivers coming onto the Scheme?
Raising a claim
What's covered
Am I covered for damage to the interior of the car?
Am I covered for personal belongings stolen from my car?
Am I insured to drive other cars?
Are there any limits to the Insurance Groups of a car I can apply for?
Do I get any 'no claims' bonus at the end of my lease?
Are insurance products, such as home, travel or pet insurance, available through Motability?
What excess do I have to pay if I have an accident?