Motability issue should I go to the Ombudsman?

Maximus81

In February, I got a Motability car.

I didn’t get the chance to test drive the car, on day one it showed a handbrake fault which went after a few days.

Then another issue popped up which has continued on and off throughout up until this day, which is it comes up saying right front door open, even when it isn’t and it won’t let you drive off until you open and shut it.

it’s been terrible on fuel since day one, it just drinks it way more than a 1.2 litre car should, the electronic handbrake positioning is terrible and I find some of the controls are in very strange and awkward places, not well thought out at all.

Also, it has a very old fashioned turning mechanism to adjust the seat which is also very stiff and poorly designed.

One of the biggest issues is that it puts on the high beams at very inappropriate times when it’s not needed at all, even when it’s not anywhere near fully dark, and it has blinded people and drivers a lot.

I’ve been complaining to Motability since May and they have repeatedly fobbed me off and won’t allow me to change the car, they’ve given me a final response.

I contacted them again in November to see if their position might change, but I was informed that they stand by their final response.

All I wanted was to change the car but all they’ve come back with is for me to pay them £250 hand the car back and come off the scheme for a year which I find shocking.

Apparently it’s because I’ve had two cancellations since May 2018 but that’s almost 7 years ago now, so I feel they are harshly penalising me, this car has issues and I’ve told them non stop for months about these issues and that I need to change it for a different one, especially when I wasn’t aware of these issues and I didn’t get to test drive it.

Would I have a chance if I go to the ombudsman? Or would it be a total waste of time?

Thanks

Isthisforreal99

Personally, I can't see you have much grounds.

Why didn't you test drive a similar model at a dealers or at least view one 'in the flesh'

The door issue - are you closing it firmly enough? The fact the warning goes off if you open reclose it suggests there isn'tva fault - or one that should be easily rectified by the dealer.

'Terrible on fuel' is subjective, what mpg are you getting?

The seat mechanism and the layout of the controls - irrelevant. If you wanted particular set up you should have done your research.

The full beam issue - turn off the automatic full beam assist, you should be able to do this.

All in all, very minor and possibly easily rectified issues.
 
Plenty people regret a car they got, you just have to see it through.

Rodders53

Can you afford to buy, insure and maintain your own car (VED will still be free)?
£77.05 per week for higher rate mobility (£4,006.60 per annum) should help with that.

If so then £250 for change of mind ain't too bad.  We lost a lot more than that when we got a nearly new car that gave us both bad backache and had to sell it back to replace with a different vehicle altogether over 20 years ago.

Gandalf644

Maximus81 said:

In February, I got a Motability car.

I didn’t get the chance to test drive the car, on day one it showed a handbrake fault which went after a few days.

Then another issue popped up which has continued on and off throughout up until this day, which is it comes up saying right front door open, even when it isn’t and it won’t let you drive off until you open and shut it.

it’s been terrible on fuel since day one, it just drinks it way more than a 1.2 litre car should, the electronic handbrake positioning is terrible and I find some of the controls are in very strange and awkward places, not well thought out at all.

Also, it has a very old fashioned turning mechanism to adjust the seat which is also very stiff and poorly designed.

One of the biggest issues is that it puts on the high beams at very inappropriate times when it’s not needed at all, even when it’s not anywhere near fully dark, and it has blinded people and drivers a lot.

I’ve been complaining to Motability since May and they have repeatedly fobbed me off and won’t allow me to change the car, they’ve given me a final response.

I contacted them again in November to see if their position might change, but I was informed that they stand by their final response.

All I wanted was to change the car but all they’ve come back with is for me to pay them £250 hand the car back and come off the scheme for a year which I find shocking.

Apparently it’s because I’ve had two cancellations since May 2018 but that’s almost 7 years ago now, so I feel they are harshly penalising me, this car has issues and I’ve told them non stop for months about these issues and that I need to change it for a different one, especially when I wasn’t aware of these issues and I didn’t get to test drive it.

Would I have a chance if I go to the ombudsman? Or would it be a total waste of time?

Thanks

Unfortunately most of what you are complaining about is subjective and a matter of personal taste, or user issues.  

From what you have posted, the only real problem seems to be the door issue. Have you booked the vehicle into the dealership again to get this issue resolved? 

Motability may also want the fault to be looked at by another dealership (fresh eyes) so ask them if another dealership can look at it. 

If you have a look through recent Financial Ombudsman Motability decisions, very few are upheld: 

Ombudsman Motability Decisions: https://www.financial-ombudsman.org.uk/decisions-case-studies/ombudsman-decisions/search?BusinessName=Motability+Operations+Limited&Business=610&DateFrom=2024-01-01&DateTo=2025-11-01

born_again

Maximus81 said:

In February, I got a Motability car.

I didn’t get the chance to test drive the car, on day one it showed a handbrake fault which went after a few days.

Then another issue popped up which has continued on and off throughout up until this day, which is it comes up saying right front door open, even when it isn’t and it won’t let you drive off until you open and shut it.

it’s been terrible on fuel since day one, it just drinks it way more than a 1.2 litre car should, the electronic handbrake positioning is terrible and I find some of the controls are in very strange and awkward places, not well thought out at all.

Also, it has a very old fashioned turning mechanism to adjust the seat which is also very stiff and poorly designed.

One of the biggest issues is that it puts on the high beams at very inappropriate times when it’s not needed at all, even when it’s not anywhere near fully dark, and it has blinded people and drivers a lot.

I’ve been complaining to Motability since May and they have repeatedly fobbed me off and won’t allow me to change the car, they’ve given me a final response.

I contacted them again in November to see if their position might change, but I was informed that they stand by their final response.

All I wanted was to change the car but all they’ve come back with is for me to pay them £250 hand the car back and come off the scheme for a year which I find shocking.

Apparently it’s because I’ve had two cancellations since May 2018 but that’s almost 7 years ago now, so I feel they are harshly penalisiMotability are clamping down on returned cars before time. As they lose a lot of money on them. At least they are only removing you for a year, some are being told they can not come back...

You have not mentioned which car this is.

Sorry to say, but not taking a test drive is a massive mistake. You are lucky you are with Motability & they are only charging £250. Many lease co will not allow you to return a car at all.ng me, this car has issues and I’ve told them non stop for months about these issues and that I need to change it for a different one, especially when I wasn’t aware of these issues and I didn’t get to test drive it.

Would I have a chance if I go to the ombudsman? Or would it be a total waste of time?

Thanks

Motability are clamping down on returned cars before time.  As they lose a lot of money on them. Something to do with the £565 million pre-tax loss in 2024. At least they are only removing you for a year, some are being told they can not come back...

You have not mentioned which car this is.

Sorry to say, but not taking a test drive is a massive mistake. Which would have highlighted a lot off the perceived issues to you. You are lucky you are with Motability & they are only charging £250. Many lease co will not allow you to return a car at all.

dnpark38

I do not understand the OP came to get this particular car, no choice, no test drive etc. Comes over as take it or leave it.
When I visited dealers to buy my cars I've noticed extremely large advertising they will sell Motability cars and the process appears just like anyone else but price is limited by Motability.
Indeed one car I wanted was a basic model and but dealer was reluctant to sell me one as this was model Motability buyers could afford. 
Dealer offered me the Delux version at a lot lower price!

pallyman

All Motability offer a test drive so  did you ask for one