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If things change

Lots of our customers experience changes in their condition, both improvements and deterioration, which can mean that your mobility requirements change during the course of your lease. You have agreed to lease your Motability Scheme car for the full length of the agreement, however, we understand that sometimes things change and, if that's the case, we will try to support you as much as possible.

Reasons for ending your agreement

If there is a valid reason for cancelling your agreement, for example, if your mobility needs have changed and the car is no longer suitable, please call our Customer Services team on 0300 456 4566 . If you do cancel, there will be an administration fee to cover our costs. Once you have returned your vehicle any Advance Payment you have paid may be refunded to you on a pro-rata basis. You may also be eligible for a pro-rata Good Condition Bonus payment. Please contact us as soon as possible to discuss your needs. If however, we cancel your agreement because you have failed to comply with the terms and conditions of your agreement , no refunds will be made to you, and you will be charged an administration fee.

Please be aware that your eligibility for the Motability Scheme may be affected if you cancel your agreement more than three times in any seven year period. Our priority is to make sure you make the right choice first time; all our dealers have trained Motability Scheme specialists on hand to discuss customers' needs and preferences, and are there to help you select the right vehicle.

If your allowance ends during your lease

If your allowance is not renewed during your lease, we will be in touch with you to let you know that your leasing agreement will end and we’ll support you through the process of handing your car back. You may be eligible for a £1000 stopped allowance support payment if you return the car in good condition to your dealer within eight weeks of your allowance payments ending. In these cases, you will not be eligible for a pro-rata Good Condition Bonus, but any Advance Payment you have paid will be returned to you on a pro-rata basis.

If your allowance ends following a DLA-PIP reassessment there is a support package available, including a financial element.

We’ll write to you giving you all the information you need, including details of any support payments you are entitled to. Please call our Customer Services team on 0300 456 4566 to discuss this.

Renewing your allowance

If your higher rate mobility allowance is due to expire during your agreement, it is your responsibility to ensure your allowance is renewed on time with the Department for Work and Pensions (DWP)  or Veterans UK  so you can continue to use your car, scooter or powered wheelchair. Three months before your allowance is due to expire, if you haven’t already heard anything about your renewal, you should contact the DWP or Veterans UK and ask them to send you the information you need to renew your allowance.