Everything you need to
know about running
your Motability car
during your lease
Whether you are a new customer or have leased a car through Motability
before, we would like to welcome you to many years of worry-free motoring.
Taking delivery of your new Motability need, so you can get the right help or
car is an exciting moment. We aim information by going online or making
to help you continue that pleasurable a single telephone call. Alternatively,
experience, by making your motoring feel free to call your dealer, whose We hope you
experience as enjoyable and details are listed below.
hassle-free as possible.
will find this
We hope you will find this handbook handbook useful,
This handbook will guide you through useful, and suggest that you keep it
the Contract Hire agreement. It somewhere handy, such as in the glove and suggest
includes information about your compartment of your car, so you can that you keep it
insurance, maintenance and refer to it when needed. somewhere
breakdown cover, as well as answering
many frequently asked questions about handy
leasing with Motability. We have also
provided contact details you might
Your managing dealer is:
About Motability Modifications 16 If your car is lost or stolen 25
6 Personal number plates 16 Young driver training 25
Welcome to Motability 7 Additional costs 17
Environmental impact 17 RAC breakdown
Your worry-free motoring assistance 26
Help us to protect Motability 17
package 8 Leaving Motability 18 Motability Assist 27
What’s included 9 Expired or stopped allowance 19 Roadside 27
On the road with Motability Insurance At home 27
10 20 Replacement cars 27
Key information 11 Key information 21 Fuel and keys 28
Taxing your car 12 What you are not covered for 21 What to do if your car breaks down 28
Servicing 12 Loss of use benefit 22 Driving in Europe 28
Motability dealers 12 Personal Accident cover 22
Maintaining your car 13 Legal liabilities 22 Getting your next car
Service books 13 Uninsured loss recovery 22
Accident repairs 13 Changing or adding a driver 23 Ordering and delivery 31
Other repairs 14 Motoring convictions 23
Tyre repair and replacement 14 Business use of the car 23 32
Glass 15 Voluntary driving 23
What to do if you have a
Wear and tear 15 Taking your car abroad 24
complaint or comment 33
General condition 15 No-claim discounts 24
Mechanical components 16 If you are involved in an accident 24 Useful contacts
Oil leaks 16 Repairing your car after an accident 25 34
Exhaust system 16 Courtesy vehicles 25 Contact details you might need 35 5
Good Condition Bonus 16
Welcome to Motability
Motability was established in 1977, all or part of your mobility benefit
and since then it has helped over (Higher Rate Mobility Component of
two million people become mobile. the Disability Living Allowance, or War
Motability Operations is the company Pensioners’ Mobility Supplement) is If you would like a copy
responsible for finance, administration, paid directly to Motability Operations
and maintenance of Motability cars. for the length of the agreement.
of this handbook in large
When you lease a car with Motability, print or an alternative
call our Customer Services
team on 0845 456 4566.
Your worry-free motoring package
Leasing a car through Motability opens the door to years of worry-free motoring.
Your regular allowance payment to us • Single, one-stop customer helpline in your Contract Hire agreement and
provides you with: and website the policy schedule that is sent to
• A new vehicle of your choice every • Where possible, help with transport you, together with the Certificate
three years whilst your car is being serviced or of Motor Insurance. For further
repaired. information, contact RSAM on
• Insurance from RSA Motability (RSAM)
0500 37 37 37)
• Personal Accident cover for the driver
What you need to budget for • Any fines, such as parking or
• Fuel and consumables, such speeding
• Full breakdown assistance
as washer fluid • Cover for theft or damage to personal
• Servicing, maintenance and repairs belongings in the car is not included,
• Any optional extras not fitted
• Tax disc delivered to your home each as standard to your chosen car for example wheelchairs, hands-free
year (excludes Northern Ireland and phone kits, coats, mobile phones,
• The cost of some adaptations
Isle of Man) money etc.
• All replacement tyres
• Window or windscreen repair or Other costs you may also need
replacement to consider
• A mileage allowance of 60,000 • You will need to pay the first £75 of
miles over your three year lease any claim for loss or damage, known
agreement (additional miles charged as an insurance excess. (Some cars
at 5p per mile) and customers, such as young and
• Services of a national network of inexperienced drivers, may attract a
nearly 5,000 Motability dealers higher excess. Full details are given 9
On the road with Motability
We want to help make sure your experience as a Motability customer is enjoyable
and worry-free. Throughout your agreement, we ask you to help us by making sure
your car is safe and in good order. As well as helping you to experience trouble-free
motoring, this helps us sell the car for the best possible price at the end of
the agreement, keeping costs low for you and all our customers.
Key points from the Contract Hire • The car must not be used as a taxi
agreement or delivery vehicle. However, cover
• Motability Operations remain the can be arranged for most other
occupations. See ‘Business use of We want to help make
legal owner of the car throughout
the agreement the car’ on page 23 sure your experience as
• The car should be used by, or for the • If you move address or change a Motability customer is
benefit of, the person who qualifies your name, please tell us enjoyable and worry-free.
for a Motability car immediately by updating your
details at motability.co.uk or calling
• You must keep the car under your
our Customer Services team on
control and not lend or sell it to
0845 456 4566
• If you need to fit any adaptations
• Only drivers named on your
to your car during your lease you
Certificate of Motor Insurance as
will need to inform us first and use
permitted drivers may drive your car.
a Motability Adaptations Partner.
If you intend to drive your Motability
To find out more please call our
car you must be named as a
Customer Services team on
permitted driver on the certificate.
0845 456 4566.
Please call RSAM on 0500 37 37 37
if you need to change permitted 11
drivers during your lease
Taxing your car or at a pre-defined mileage limit, as set out in your car
Upon delivery of your new Motability car, it will already be manufacturer’s handbook), and any maintenance repairs
taxed for the first year. On the 20th of the month before necessary due to general wear, are included in your
your tax disc expires, we will automatically send your agreement at no extra cost. Where any additional work is
new tax disc to you in the post. If your vehicle registration required, dealers will check with us before it is carried out.
document (V5c) is sent to you by the DVLA, please ensure For all car servicing and maintenance, you should take your
that you send it to us as quickly as possible so that we are car to the dealer that has been assigned as your managing
able to tax your car. dealer. You will only need to pay for repairs if they are not
If you change your address please update your details at covered either by the above, or as defined in your Insurance
motability.co.uk or call 0845 456 4566 to prevent your tax Cover Booklet. If you are unsure about any aspect of your
disc from being sent to your old address. You are responsible cover, please contact RSAM on 0500 37 37 37.
for ensuring that a valid tax disc is on display in your car. For adaptations fitted at the start of your lease through
If you receive a V11 (Vehicle Licence Application) from the Motability Managed Adaptations Programme, your
the DVLA please call our Customer Services team on installer will notify you if any regular maintenance is
0845 456 4566 as soon as possible as this is a good required. If this is the case, it will be included as part of
indication that we haven’t been able to tax your car for your worry-free package.
If you live in Northern Ireland or the Isle of Man, you are Across the UK, there are nearly 5,000 Motability dealers
responsible for renewing your car tax each year of your who provide cars, servicing, maintenance, and repairs for
agreement. As a recipient of the higher rate mobility Motability.
allowance, your Motability car will automatically receive
the benefit of a Vehicle Excise Duty (VED) exemption All our dealers are continually monitored and take part in
(i.e. free tax disc). You can get a leaflet explaining VED ongoing training to ensure they are kept up-to-date with all
exemption by contacting the Disability and Carers Service aspects of Motability.
on 08457 123456 or the Service Personnel and Veterans Our dealers provide:
Agency on 0800 169 2277.
• Test drives
12 Servicing • Free fluid level checks
Regular servicing recommended by the manufacturer • Free wash and vacuum after every scheduled service,
of your car (e.g. either at a set point during your lease major repair or MoT test.
With sufficient notice, your dealer may also be able • Ensure all faults are put right quickly
to provide either: • Respond to any manufacturer recall, e.g. if a faulty part
• ‘While you wait’ servicing and MoT test needs replacing.
• Collection and delivery of your car, dependent on distance Your car will need to have an MoT test approximately two
• Transport from, and back to, the dealership months before the end of your lease and on an annual basis
• A courtesy car while your car is at the dealership. thereafter if your lease is for more than three years. Your
managing dealer will contact you to arrange a convenient
If your car is fitted with locking wheel nuts, please check
time for an appointment. In Northern Ireland an MoT test is
when collecting your car that you know where the key is
not required until the car is four years old.
before you leave the dealership and that you bring it with
you every time you have a service or visit a Kwik Fit centre. If you have any queries about maintaining your car, please
Please note you will be responsible for the cost of any ask your managing dealer.
Maintaining your car
Please make sure your dealer completes and stamps your
To help ensure your car is safe and does not break down car’s service book after every service. Keep this safe and in
unexpectedly, you should respond to any service requests good condition, as it may be needed in future to prove the
from your dealer and make sure the car is regularly car has had regular servicing.
maintained as set out in the manufacturer’s handbook.
This will include the following regular checks: Accident repairs
• Engine oil If your car is damaged, before you take any action to repair
it, please contact RSA Motability (RSAM) for advice on
• Windscreen washer fluid
whether the repair is actually required. In many cases, if
• Engine cooling system
the damage is minor, you may not need to lodge a claim for
• Lights repair, saving you time and money. However, if you would
• Tyres are not worn below the legal limit of 1.6 mm prefer to have the damage repaired, you can make a claim
• Tyres are at the right pressure – including the spare. through RSAM. There will be an excess amount (payable by
you) of £75 for any damage to the vehicle. Some customers,
You should also do the following:
such as young and inexperienced drivers, may attract a 13
• Wash the car regularly to maintain its paintwork higher excess.
Please don’t make any attempt to repair any damage that this is not an emergency service, it can often take
yourself. If damage is as a result of more than one incident, longer than if you were to have the tyre changed directly
multiple claims will be needed. at the centre and they will not be able to repair punctures.
To book an appointment call 0330 123 1531.
For more information refer to your Insurance Cover Booklet
or contact RSAM on 0500 37 37 37.
Wherever possible, do not drive your car on a punctured
Other repairs tyre. Your car may be equipped with a tyre inflation kit
instead of a spare wheel – details of how to use this are
If you suspect that your car needs a repair, contact your
written on the device. Don’t forget you can also get help
dealer as soon as possible. All Motability cars come with
from RAC with changing a punctured tyre for the spare.
at least a three-year warranty so any repair caused by
general wear or mechanical fault is covered, except if there When you visit a Kwik Fit centre, please make sure that you
is evidence of neglect or misuse. Your dealer should keep tell them you’re a Motability customer as soon as you arrive.
you informed of the repair’s progress and let you know if You will also need to tell them if you have any adaptations
there are any unavoidable delays. If you feel that a repair fitted to your car in case a member of staff needs to drive
has not been handled satisfactorily, please contact us it. Kwik Fit operate on a first-come, first-served basis,
on 0845 456 4566. and there may be a waiting time while tyres are fitted to
your car. Kwik Fit will aim to attend to your car within 45
Tyres: Kwik Fit Tyreline – 0330 123 1531 minutes, and will do everything they can to help ensure you
For no extra cost, we will replace tyres worn or damaged wait no longer than 90 minutes after arriving for your issue
through normal use. Puncture repairs, including wheel to be resolved. If you have any other appointments that
balance, are also covered at no extra charge if you use Kwik day, please plan ahead to allow for sufficient waiting time.
Fit, Motability’s approved supplier.
If your car has locking wheel nuts Kwik Fit will need the key
In addition, Kwik Fit provides Motability customers with: which was supplied with your car in order to replace the
• Free replacement of stolen or vandalised tyres tyre, so please bring it with you – this is usually found in the
• Repairs usually carried out while you wait boot of your car.
• A mobile service facility: Kwik Fit can replace tyres at your Legally tyres need to be replaced when the tread depth falls
home at no extra cost, by appointment. With a fleet of to 1.6mm, however Kwik Fit will replace tyres on Motability
14 cars when the depth falls to 2.0mm. There is no limit to the
230 mobile technicians operating nationwide, you can
schedule a Kwik Fit Mobile technician to come to your number of tyres that will be replaced during your lease.
home or work and change your tyre. However, please note Kwik Fit will always fit an appropriate tyre brand, taking
into consideration suitability, safety and handling, but this many instances, if a chip is smaller than the size of a pound
may not be the same brand as was originally fitted by the coin, our approved supplier can perform a specialist repair
manufacturer. Please rest assured that this will have no rather than completely replacing the glass. If left untreated
impact on the safety or performance of your Motability car. moisture, frost and dirt can cause the damage to worsen
If you live in a remote area or a location prone to extreme
weather conditions, you may want to consider having snow The sooner you call, the more chance there is that our
tyres, chains or socks fitted to your car. Kwik Fit are able to supplier will be able to save your windscreen. And by
fit snow tyres, however this will be at your own cost and repairing your glass rather than replacing it, you’ll be
agreement must be sought from us before arranging fitting. helping our supplier to save over 4,500 tonnes of waste
glass and 12,000 tonnes of CO2 equivalent emissions.
Replacing tyres while abroad
Chips or cracks in the windscreen directly in front of the
Call the Tyreline for advice before you travel, and if you need
driver, in the area swept by the wiper blades, are considered
tyres replaced while you are outside the UK:
dangerous if they are more than 10mm in diameter. In
• If possible use a Kwik Fit site. The Kwik Fit group operates the rest of the windscreen wiper swept area, up to 40mm
over 2,500 service points across Europe. While abroad you damage is acceptable. Please note that the standard excess
can call the Tyreline on +44 (0)1698 802 022 will apply if RSAM’s approved supplier is not used.
• If you have to buy tyres while abroad keep the receipt and
If you have a sunroof and it is accidentally damaged, please
contact Kwik Fit on your return, as you may be entitled to
contact RSAM on 0500 37 37 37 for advice.
Wear and tear
Glass – 0500 355 355
With use, all vehicles will show signs of wear and tear and
Window or windscreen repair or replacement (excluding
in many cases a repair is not essential. We can provide
sunroofs) is also covered in your lease by RSAM’s approved
advice to help you ensure your car remains safe and in good
supplier. To arrange an appointment at a nearby repair
working condition. Unavoidable minor damage caused by
centre, or arrange for a mobile repairer to come to you,
a wheelchair or any other mobility aid will be accepted as
please call Glassline on 0500 355 355. You will need to tell
general wear and tear.
the repairer that you are a Motability customer and present
your Certificate of Motor Insurance to them. General condition 15
Please attend to any windscreen damage as quickly as In terms of bodywork, wheels, interior trim and luggage
possible, as damage may impair your view of the road. In areas, we would again expect that three years of motoring
would result in some general wear and tear, light scuffing converter due to heavy impact or the use of the wrong type
and scratching or stone chipping. However, certain levels of fuel, is not regarded as fair wear and tear.
of more serious damage would not meet our expected
standards. These include deep dents and scratches on Good Condition Bonus
bodywork that go through to the metal; severe cracks on If you return your car in good order at the end of the
bumpers and mirror housings; irreparable damage such agreement, you may receive a Good Condition Bonus,
as burns or tears to the interior; or heavy gouges to alloy currently £250.
wheels or plastic trim. If you are in any doubt about the
The Good Condition Bonus is paid out within 28 days of
level of repair required, contact RSAM on 0500 37 37 37
the car being returned. All decisions concerning the bonus
and they will confirm what action to take.
process will be taken at our discretion.
Your dealer will replace any necessary parts under your
Before adding any other accessories or making modifications
agreement, except where there is evidence of neglect
to your car, you should get agreement from Motability
Operations and then notify RSAM. Should such modifications
Underside of your car be made without our agreement you risk invalidating your
insurance and you will be asked to remove them and return
Any serious damage or distortion to the underside of your
the car to its original specification at your cost.
car, such as the chassis or engine, is not considered to be
fair wear and tear. If you suspect any such damage during Personal number plates
use, please contact your dealer immediately.
You can fit personalised number plates to your car, but
Oil leaks please call us on 0845 456 4566 if you wish to do so. This
Please report any oil leaks to your dealer, who will make is important, as your personalised plate details will need
the repairs free of charge as part of the normal servicing to be on your tax disc. We can process the administration
arrangements under your agreement. You will be through the DVLA, and we will also update RSAM with your
responsible for damage caused by an oil leak that has not new details.
been reported as early as it could have been. It will be your responsibility to display the correct number
16 plate and tax disc on your car, and also to ensure that your
personalised number plate is removed and re-registered
Normal deterioration of the exhaust system is inevitable. with the DVLA prior to handing back your car.
However, damage to the exhaust system and catalytic
Additional costs Environmental impact
Excess mileage Carbon emissions, and their impact on the environment,
are an important issue. However, you may not be aware
Your Motability package includes 60,000 miles over three
that the way we drive can help to dramatically reduce
years. If you go over this amount, you will be charged 5p for
the environmental impact of our motoring. Below are
each extra mile. We will take a mileage reading whenever
some useful tips, and you can find more information at
your car is serviced for our records, and if when you return
the car at the end of your contract the total mileage is
higher than the allowance, you will receive an invoice for • Avoid unnecessary journeys: your engine runs more
the excess mileage. If you receive an invoice when you hand efficiently when it’s warm so it’s better to do one long trip
back your car, please contact our Customer Service team to than lots of short ones
arrange payment. • Drive smoothly and in a higher gear: you’ll use less fuel
and do less damage to the environment
• Check your tyres and keep them at the recommended
Your insurance and loss and damage protection will be
pressure: this will reduce resistance, meaning your engine
invalidated if you do not comply with the policy conditions,
will have to work less hard, thereby reducing CO2
for example allowing your car to be used by an uninsured
driver. This will result in your claim being declined by RSAM. • Keep your windows closed to reduce drag: your car won’t
In this situation, we will invoice you for the cost of repairs or have to work so hard, and as a result, will use less fuel
the write-off value of the car and RSAM will look to recover • Minimise use of climate control: air conditioning increases
from you any financial loss that they may have incurred. It fuel consumption and therefore increases emissions.
is therefore important that you are fully aware and comply
with the conditions, which are detailed in the Insurance Help us to protect Motability
Cover Booklet. To safeguard the integrity of Motability and keep costs down
for the benefit of customers, misuse or improper care of cars
Unpaid rentals is something we take very seriously and follow up.
In the event that your allowance is not paid over to us, you
As a Motability customer, you are responsible for meeting the
will need to pay us any unpaid rentals. The unpaid amount
terms and conditions of your agreement including making
may be subject to VAT.
sure the car is used for the benefit of the disabled person, 17
whether they are in the car or not. Forms of misuse include:
• Denying the disabled person the benefit of the car us on 0845 456 4566. If you decide to transfer your
• Driving whilst uninsured or banned personalised plate onto your new Motability car then
it is important you discuss this with your dealer when
• Using the car in any criminal act
submitting your new application. Motability is unable to
• Lending, sub-leasing or selling the car accept any responsibility for the retention or transfer of a
• Using the car for unauthorised business purposes personalised plate and you may lose your entitlement to
• Failing to take proper care of your car. the personalised plate if we have not been notified
• If you have adaptations, you don’t need to remove these
We follow up all information provided to us and where
before handing back your car. However, if you want to,
serious misuse is found or the damage is severe, the
please make sure you arrange this with a Motability
agreement may be cancelled. You may be prevented from
getting a car through Motability in the future, and we may
also invoice for the cost of repair or estimated loss in • When you handback your car, make sure any
sale value. documentation and equipment that was given to you
with the car is also returned, such as the manufacturer
You can report any concerns to us by calling 0845 456 4566 handbook and any spare keys (including any red keys
or contacting us at motability.co.uk. issued). This could also include a key for locking wheel
nuts, a tyre inflation kit, radio or key codes, remote
controls, parcel shelves or additional seats.
Handing back your old car
Car tax expiry for non-mainland customers
During the last few months of the agreement:
If you live in Northern Ireland or the Isle of Man, you will
• Make sure your car has passed its MoT test (excludes need to check if your car tax expires before the end of your
Northern Ireland). Your dealer will contact you to agreement. If it does, you will need to re-tax your car on
arrange this. The MoT certificate will be sent to Motability time. You should check that you have at least two spaces
Operations left on your tax exemption certificate (DLA404 or WPA442).
• If you have a personalised number plate, we will write If you do not have two spaces left, please contact the
to you approximately two months before the end of Disability Living Allowance helpline on 028 9090 6182 if you
your agreement to find out what you wish to do. If you live in Northern Ireland or 08457 123456 if you live in the
18 Isle of Man.
do not receive a letter from us then please contact
Ending your agreement early Expired or stopped allowance
Under your Motability agreement you have agreed to lease To lease a car through Motability you need to be in receipt
your car for the full length of the agreement. If however, of the Higher Rate Mobility Component (HRMC) of the
you have a valid reason to end your agreement early, please Disability Living Allowance (DLA) or the War Pensioners’
contact us on 0845 456 4566, or write to us at the following Mobility Supplement (WPMS) for a minimum of 12 months
address: at the point you submit an application for a new car. If your
Motability Operations allowance is due to expire during your agreement, you will
Customer Contracts Department need to liaise with the Department for Work and Pensions
Bristol Park House, Bristol Business Park (DWP) or Service Personnel & Veterans Agency (SPVA)
Coldharbour Lane, Bristol BS16 1EJ to renew your allowance. It is important you meet the
deadlines set by DWP or SPVA and you should allow at least
We will need some details from you, including confirmation three months for the renewal process.
of whether you will be applying for a replacement vehicle.
Once we have received all the necessary information, we If the DWP or SPVA decide you are no longer eligible for the
will review your request and confirm our decision with you. award, or if the allowance is not renewed in time and a new
claim needs to be made, you are responsible for keeping us
Please note that if you cancel your agreement we may have informed. Please contact us on 0845 456 4566 to discuss
to charge an administration fee to cover our costs. Any your options; if necessary, Motability Operations will make
advance payment you have paid may be refunded on a pro- arrangements for the collection of the car.
rata basis, less any administration fee, where applicable.
If a Motability customer dies
If however, we cancel your agreement because you have
failed to comply with the terms and conditions of your Should a customer die during their lease, a family member
agreement, no refunds will be made to you, and you will be should contact us as soon as possible on 0845 456 4566.
charged an administration fee. A permitted driver can drop the car off at the dealership or
alternatively we will arrange for the vehicle to be collected
We may continue to receive your allowance until you have at a convenient time. In the interim, permitted drivers can
paid us any amount you owe. Also, you may not be able to continue to make use of the car for journeys in connection
lease another vehicle through Motability. If you have any with the affairs of the customer. The car will continue to be
questions, please contact us on 0845 456 4566. insured until it is handed back or collected by us.
Together, Motability Operations and RSA Motability (RSAM) have arranged to give
protection for all cars leased through Motability’s Contract Hire agreement. These
arrangements offer similar protection to a fully comprehensive insurance policy.
The Financial Services Authority (FSA) regulates Royal & Sun The cover includes:
Alliance Insurance plc who provide aspects of your cover, • Loss of, or damage to your car
and who manage the claims process as RSA Motability
• Accidental damage
(RSAM) for Motability Operations.
• Theft or fire damage
The following is a summary of key points about your
• Repair or replacement glass
insurance and loss and damage protection. Please take
time to read the Insurance Cover Booklet for full details. • In-car equipment (such as a radio or CD player)
Please also refer to the key points from the Contract Hire permanently fitted or supplied with the car as standard
agreement on page 11 of this handbook, or look online at • Adaptations and modifications which are needed and
motability.co.uk/insurance. which we have agreed to and which RSAM have been
• Any accessories or tools supplied with the car
When completing your order for a Motability car at the
• Replacement locks where keys have been stolen and the
dealership, you will be asked to nominate your chosen
theft reported to the police.
• Only drivers approved by RSAM and named as If you have an accident, regardless of fault, please contact
permitted drivers on your Certificate of Motor Insurance RSAM on 0500 37 37 37 as soon as you can, where possible
are insured to drive within 24 hours of the accident. This will enable us to help
• If you intend to drive your Motability car you must be get you back on the road as quickly as possible.
named as a permitted driver on the certificate
What you are not covered for
• Other drivers, not on the certificate, are not allowed to
On the next page is a summary of the main exclusions
drive your car. Even if they have fully comprehensive 21
within your insurance and loss and damage protection
insurance which provides cover to drive other cars, they
cover. For the full list of areas not covered, please refer to
are not covered to drive your Motability car.
your Insurance Cover Booklet.
• An excess (amount payable by you) of £75 for any loss or the car to be driven, and the driver is not shown as a
damage to the vehicle – higher excesses apply for young permitted driver on your Certificate of Motor Insurance,
or inexperienced drivers. Details are given in your Contract you may be held responsible for any loss or damage that
Hire agreement and the Policy Schedule. If the car needs occurs and excluded from leasing another car through
to be repaired you must pay the excess for each individual Motability.
incident before the repair starts
Loss of use benefit
• Loss of keys – you’ll be responsible for the cost of
any replacement keys and in some circumstances, If your Motability car is undriveable after an incident of
replacement locks loss or damage, we will aim to provide you with a courtesy
car. If a courtesy car is not suitable for your needs, you may
• Personal belongings – you will need to arrange your own
be able to claim for loss of use benefits, excluding the
insurance cover for personal items such as wheelchairs,
hands-free phone kits, coats, mobile phones, money etc.
One option is to extend your household insurance cover Personal Accident cover
• Non-standard equipment or modifications – this means In the event of an accident which causes death, loss of
any non-standard controls, audio or other equipment limbs and/or permanent loss of sight in one or both eyes,
fitted to the car, which are not essential to enable you to cover is provided up to a limit of £5,000 for the driver and
use the vehicle, or have been fitted without Motability and any passengers.
• Damage to the interior of the car, for example rips, stains Legal liabilities
and burns to the trim, are not covered and may need to Cover includes your legal liabilities, and those of your
be repaired at your own cost. You do not need to make permitted drivers and passengers for accidental death,
any repairs to damage which is within fair wear and tear - accidental injury, and accidental damage arising from the
see page 15 for further details use of your car, or a trailer attached to it.
• Driving other cars that have not been approved – you are Uninsured loss recovery
not covered under your agreement to drive any other
Uninsured losses are any items that are not covered by your
vehicle, unless it has been provided or approved by us
insurance. For example, your excess and injuries. If you are
• Unauthorised and uninsured drivers – only those drivers involved in an accident caused by someone else who has
22 shown on your Certificate of Motor Insurance as permitted been identified, RSAM will attempt to recover your uninsured
drivers are covered to drive. If you drive the car, or allow
losses from them. If you are injured, RSAM will also act on have received an amended Certificate of Motor Insurance
your behalf by appointing solicitors to act for you. You from RSAM.
may need to provide proof of your losses. Recovery of
Only one permitted driver can be under the age of 21, and
uninsured losses may take some time, and in some cases
drivers under the age of 25 are restricted to cars up to the
may not be possible.
Association of British Insurers (ABI) Car Group 18 (1 to 50
Changing or adding a driver scale). For more information on ABI car grouping, please
contact RSAM, or see the ABI website at thatcham.org/
The permitted drivers named on the Certificate of Motor
Insurance are the only people allowed to drive the car. You
can select up to two drivers, one of whom may be yourself. Motoring convictions
Even as the hirer of the car, you are not automatically
If a permitted driver is convicted of a motoring offence
covered as a permitted driver. You must ask for this cover
during the agreement, you must advise RSAM immediately
when ordering your car or once your agreement is live.
as this may invalidate your protection.
Once the agreement is live, only you, the hirer, can request
changes to the permitted drivers. Business use of the car
To change your permitted drivers please call RSAM on Travel to and from your normal workplace is included in
0500 37 37 37. In order to consider your request, RSAM your insurance cover. If you need to use the car for business
will need details of the new driver, including driving licence purposes, you can arrange business use cover for most
number, motoring convictions and any previous loss, occupations. For further information, please contact RSAM
damage or insurance claims. You will also need to confirm on 0500 37 37 37.
the driver has given their consent for us to check their
Business use cover will not apply until you receive a new
details as they will be validated against the DVLA database.
Certificate of Motor Insurance showing this cover, even if
You can change your two permitted drivers free of charge
you have had a previous Motability car.
and as many times as you want throughout your lease.
You may be able to call RSAM and nominate a third driver, Voluntary driving
subject to some restrictions, at an additional cost. If your You can drive your car for voluntary or charitable work, such
circumstances change and you no longer need a third as for Meals on Wheels or hospital visiting without obtaining
driver, you may be entitled to a refund calculated on a pro permission, provided you are not contractually employed 23
rata basis. New drivers may not lawfully drive until they (receive a fixed regular payment) by the organisation.
Taking your car abroad If you are involved in an accident:
• Your insurance cover allows you to take your car abroad • If any permitted driver (which may include you) is involved
within the European Union and to Croatia, Iceland, in an accident, they must not admit fault or deny the
Norway, Switzerland and Liechtenstein free of charge for claim, negotiate, or promise to pay the claim, without
up to 90 days in any 12 month period. Please make sure written permission from RSAM
you take your Certificate of Motor Insurance with you
• You should exchange details with the other driver involved
• For other countries not listed, please contact RSAM at least and each provide your name, address, phone number,
three weeks in advance of your journey. RSAM will consider vehicle registration and name and address of RSAM
your request and there may be an additional charge (RSAM’s address can be found on page 35). If you cannot
• If you are going abroad for six months or longer, you give your details immediately, you will need to report the
should contact us on 0845 456 4566 as your agreement accident to the police within 24 hours. If the other driver
may need to be modified cannot or will not provide their details, you must obtain
• For all foreign travel, you will need a VE103 (Vehicle on their vehicle registration number, make, model and colour
Hire form) to be issued to you. Please call 0800 731 3310 of their vehicle
to request a form, at least three weeks before you depart. • If anyone is injured, or damage has been caused to
The certificate will cover you for 12 months other property, you must show your Certificate of Motor
• You must have European breakdown cover for foreign Insurance to the police or to anyone involved in the
travel, otherwise you will be responsible for any recovery accident. If you cannot do this at the time, you must
charges. See ‘Driving in Europe’ section on page 28 report the accident to the police and show them your
Certificate of Motor Insurance no later than 24 hours after
• If you need to contact RSAM while abroad, please
telephone +44 (0)151 240 2894
• In the event of any accident always call RSAM as soon
• Cover for legal expenses and replacement locks is not
as possible on 0500 37 37 37 to report the incident and
available while abroad.
register a claim
No-claim discounts • If you cannot drive your car as a result of an accident,
Motability does not provide for any no-claim discounts. please contact RAC who will recover the car to the repairer
However, RSAM can provide a letter confirming your claims • RSAM have a network of repairers across the UK. RSAM
history with Motability if required. will keep you up-to-date with the progress of repairs to
• Send all correspondence you receive concerning the is insured at no extra cost. Please note that the other
accident to the RSAM claims department areas normally covered under your Motability lease, such
• It is important that all drivers fully co-operate with RSAM as windscreen repair or breakdown cover, will need to be
during investigations of the claim. Failure to co-operate discussed with the supplier of your courtesy car.
could result in your claim being declined and you being
If your car is lost or stolen
excluded from leasing with Motability.
If your car is stolen or taken without your permission:
Don’t forget – within your tax disc holder there is
• Notify the police immediately, giving them as much detail
information and useful contacts to help you in the event
as possible, and remember to obtain a crime reference or
of an accident. It also contains space for you to write your
log number. Then contact RSAM on 0500 37 37 37 who
insurance information, which can be torn off and given to
will advise you on what to do next
the other party involved.
• The car may be deemed written-off if it is not recovered
Repairing your car after an accident within four weeks from the date of the theft.
Following an accident please contact RSAM on 0500 37 37 37
as soon as you can, where possible within 24 hours after Young driver training
the accident, and they will assess the extent of the damage Permitted drivers under 25 who are named on the Certificate
to the car. They will advise you whether repairs need to be of Motor Insurance are eligible for PASS PLUS, an additional
carried out or not. In all cases after an accident, you will driver training course delivered by the AA. The 6 hour course,
be entitled to make a claim as per normal. The car will only free to Motability drivers aged between 16 and 24 years old,
be repaired to its original specification. Damage to non has been specifically designed to teach young drivers to drive
standard equipment or modifications, fitted without RSAM’s more safely. Young drivers who successfully complete the
agreement, are not included in this cover. training will be asked to pay a lower amount of excess, as
detailed in your Contract Hire agreement and Policy Schedule.
Courtesy vehicles Drivers who have already successfully completed PASS PLUS
A courtesy car will be provided while your car is being independently do not need to do so again to benefit from the
repaired by a RSAM repairer. lower excess, however they will be required to provide RSAM
with a PASS PLUS certificate in the event of a claim.
The courtesy car supplied will either be a standard three-
door or a five-door model. If the courtesy car is not suitable The AA will contact you or your driver to arrange the 25
RSAM will help with transport where possible. training. If you haven’t heard anything or you add a young
driver during your agreement, you can book training by
A courtesy car supplied by a RSAM recommended repairer
calling the AA on 0845 850 1030.
RAC breakdown assistance
Motability Assist (RAC) UK – 0800 73 111 73 • A replacement car
Please see the Useful Contacts section on page 35 for • Overnight accommodation, or onward travel costs
a full list of contact numbers. (e.g. taxi fares) up to the value of £100 per person or £300
Your Motability car is covered for breakdown assistance per party whichever is the lesser amount, offered at
for the life of your contract. Motability Assist is a Motability Assist’s discretion.
comprehensive package of breakdown support provided
by RAC, specifically for your Motability car.
You can rely on Motability Assist to attend a breakdown
Motability Assist helpline and roadside staff are specially of your car, either at your home or your place of work.
trained to handle your calls and are available 24 hours a
day, 365 days a year, if your car breaks down or you have Replacement cars
an accident. Assistance can be provided at the roadside If your car is deemed undriveable, a replacement car
or at your home throughout the UK. provided by RAC may be available as an option within 24
Please note that your breakdown cover is for the hours of a breakdown or accident attended by RAC. You can
Motability car and does not extend to any other car use the car for up to 48 hours during which time you will be
you are travelling in. contacted by RAC to discuss your mobility, should your car
require more time to repair.
Replacement cars are subject to availability and the terms
One free telephone call will bring help at the roadside if your and conditions of the supplying rental firm and your
car breaks down or is immobilised. Motability Assist provides Motability contract. These will include:
a fast and dependable service to get you going again.
• Only those named as permitted drivers on your Certificate
Recovery of Motor Insurance are insured to drive
If your car cannot be repaired at the roadside, Motability • Production of both sections of a valid driving licence
Assist will take it to the nearest accredited repairer, and
• Fuel deposit (currently £50) which is refunded provided
take up to eight people to a single destination.
the car is returned with a full tank of fuel to the hire car
In the unlikely event that your car cannot be repaired on the branch
spot, we will help to make sure you reach your destination. • Any fines or charges, such as congestion charges, incurred 27
Motability Assist will provide one of the following to get you during the replacement car period are the responsibility
to your destination: of the customer.
Replacement cars provided will be up to a maximum engine by directional arrows on the marker posts and are usually
size of 1.6 litres. However, if you drive a people carrier (MPV) one mile apart. Make your free emergency call (UK –
and require recovery, Motability Assist will still ensure that 0800 73 111 73, Republic of Ireland – 1800 535 005),
all your passengers can continue their journey. providing as much information as possible, such as:
– Your name
Fuel and keys
– Your car registration number, make and model
Please note that you will be responsible for costs incurred
as a result of running out of fuel. – Your exact location
– The nature of your breakdown
If the keys to your car are lost, Motability Assist can arrange
for a locksmith to attend; this will, however, be at your cost. – If you or any of the passengers use a wheelchair, need
If your keys are stolen, you will need to contact RSAM to urgent medical attention or have other requirements.
register a claim. You will need to provide them with a crime • Once you have made your call, remain a safe distance
number, which can be obtained from the police. away from the car and the road or motorway. If you are
unsure of your exact location and call RAC from your
What to do if your car breaks down mobile, they can automatically track your exact location.
On the road or motorway As a Motability customer, a specially trained Motability
• Try to get your car close to the kerbside, or onto the Assist customer service specialist will handle your call. If
hard shoulder, well away from the traffic you need to let anyone know of your delay, Motability Assist
• Switch off the engine and put on your hazard will be happy to pass on a message.
warning lights Driving in Europe
• If it is possible, ensure all passengers leave the car on With the exception of the Republic of Ireland, Motability
the side nearest the kerbside or the hard shoulder and Assist does not cover European travel. If you are going to
move to a safe position away from the road. If you or your travel in Europe, you must obtain additional breakdown
passengers are unable to leave the car, ensure that the cover before you take your car abroad. RAC European
vehicle is as close as possible to the kerbside or on the breakdown cover is available to purchase as an optional
hard shoulder and remain calm addition to Motability Assist customers; simply call
28 • Leave all animals in the car 0800 731 3310 to arrange. If you choose to travel in
• There are emergency phones on the motorway indicated Europe without purchasing European breakdown cover you
will be responsible for all recovery charges in the event of a
Q Can I fit a tow bar to my car?
breakdown. For important information about taking your
car abroad, please see page 24. A Yes, make sure you speak to your dealer as they will be
able to recommend a fitter and offer you advice on your
Republic of Ireland car’s towing power.
Motability cars enjoy full cover in the Republic of Ireland.
Q Do I need to remove my tow bar at the end of
Other benefits of Motability Assist contract?
Motability Assist customers can also benefit from A In general, no. However if you want to keep the tow
other discounted RAC products, such as: bar you will be liable for the removal costs and any costs
relating to reinstating the bodywork to an acceptable
• RAC Personal Travel Insurance – please contact condition.
RAC European Business Services on 0800 73 133 10
• Free legal advice – call the RAC Free Legal Advice Q What if I have a caravan attached to my car when
line on 0870 601 0605 I break down?
• Journey planning services – access the RAC’s A If a problem with your car cannot be fixed on the spot,
Route Planner and Traffic Information Services your trailer or caravan will be towed to a destination of
on rac.co.uk. your choice within a 10-mile radius.
Q If I have a breakdown on the roadside, and my
caravan requires a repair, can the RAC help?
A Unfortunately, as your caravan is not a Motability
vehicle, the RAC will not be able to help under the
Motability Assist package, and as such you will be liable
for the cost of any repairs to your caravan. If you are
a member of the Camping and Caravanning Club you
can obtain ‘Arrival’ breakdown cover from RAC, which is
available at an additional cost.
Getting your next car
We will contact you around three months before your agreement is due to end to
advise you how to order a new car and return your old one.
Ordering your new car includes a ‘countdown checklist’, answers to frequently
We want to make sure that the handover between your old asked questions and an update on what’s changed since
and new car is as easy as possible. To make sure your new you last applied for your Motability car. We will also send
car is ready in good time, you should contact your dealer you a copy of the current Car Price Guide, but remember that
three months before the end of your existing agreement to this only contains a selection of the cars available – use our
see what cars may be suitable and take some test drives. online car price tool to search the entire range. At this stage
we would advise you to contact a dealer of the make and
We offer a firm ‘price guarantee’ to our customers, which model of car you are interested in for further information
will ensure that the price you agree with the dealer when and to arrange a test drive. Once you have made your
your application is accepted, is the price you pay when decision, complete the online order with the dealer.
you collect your car. The price guarantee stands however
long it takes for your new car to be delivered. The only case What if delivery of your new car is delayed?
where the price may alter is if the car description is changed Unfortunately we cannot guarantee the delivery date of the
subsequent to the original application. new car, as delivery arrangements are in the hands of the
You will probably find it useful to gather as much manufacturer and dealer. Your dealer will be able to update
information as possible on what make or model to choose you on its progress. If there is an unavoidable delay before
next. Customers regularly tell us that visiting a number your new car is ready, you may be able to stay in your
of dealerships and test driving several cars is extremely current car until the new one is ready. Please contact
helpful. Visit motability.co.uk to find your local dealers and your dealer to arrange this.
browse our complete range of around 4,000 cars. If you
Like your car, and want to buy it after the end
need assistance or can’t find exactly what you are looking
of the agreement?
for, call us on 0845 456 4566 for advice on a range of
alternative car models. If you would like to buy your car at the end of your lease,
this may be possible, subject to certain conditions. The
About three months before the end of your lease, we will purchase price will be available from 12 weeks up until
send you a copy of ‘Your guide to getting another Motability eight days before you are due to return your car. For further 31
car’, to help you through the final stages of your agreement. details, note down the exact mileage reading of your car
It contains information about the renewal process and and contact us on 0845 456 4566.
There are over 580,000 Motability customers and we aim to When making a complaint please provide
provide each customer with the highest quality of service
• Your full name and/or customer reference number
at all times. Unfortunately, sometimes we make mistakes.
• Your vehicle registration number
If you feel our service has fallen below the standard you
• Your full address and daytime contact number
expect we would like to hear from you, so we can put
things right as quickly as possible. • Full details including names and any correspondence
relating to your complaint.
What to do if you have a complaint or comment
Most complaints or comments are best dealt with by the What to do if you are still not satisfied
area most closely involved, so in the first instance please If you are not satisfied with the way any part of Motability’s
contact them. For example Motability Operations, RAC, service providers handle or conclude your complaint, you
RSAM, individual dealers etc – a list of useful contacts is can contact Motability, the charity who oversee all aspects
provided at the back of this handbook. If you are unsure of the scheme, for a full and impartial review. You should
about which area you need to speak to, please call our send details to:
Customer Services team on 0845 456 4566.
Motability, Complaints and Appeals
You can make a complaint by telephone, email or by post. If Warwick House, Roydon Road, Harlow, Essex CM19 5PX
you are writing a letter or emailing and you would be happy Email: email@example.com
for us to call you, please provide your telephone number.
If you remain dissatisfied with how your complaint has been
We would prefer to talk to you so that we can try to resolve
handled or concluded, you may refer the complaint to the
your complaint as quickly as possible.
Financial Ombudsman Service.
Complaints made by telephone will be logged and where
You must approach the Financial Ombudsman Service
possible, resolved immediately. We aim to respond to
within six months of our final response to your complaint:
written complaints within four working days. If we are
unable to resolve your complaint immediately, we will Financial Ombudsman Service,
contact you and let you know what is happening and when South Quay Plaza, 183 Marsh Wall,
you can expect a full response. London E14 9SR Tel: 0300 123 9 123
For enquiries about the DLA, contact: For insurance enquiries, contact:
For general enquiries Pensions, Disability and Carers Service RSA Motability Customer Services
about Motability, Warbreck House
PO Box 40
New Hall Place, Old Hall Street
your Contract Hire Blackpool FY2 0YE
Telephone: 08457 123456
Liverpool L69 3SD
Telephone: 0500 37 37 37
agreement or your dwp.gov.uk If you have specialist Minicom equipment,
please call 0500 64 63 62
car, please contact: Disability Living Allowance (NI)
Outside UK: +44 (0)151 240 2894
(Lines open 8am – 8pm Monday to Friday,
Motability Operations and 8am – 4pm Saturdays)
Belfast BT1 1SL
City Gate House, 22 Southwark Telephone: 028 9090 6182
Bridge Road, London SE1 9HB dsdni.gov.uk For breakdown assistance, contact:
Telephone: 0845 456 4566 For enquiries about the War Pensioners’ RAC Motability Assist Customer Services
Mobility Supplement, contact: Thomas Street
If you have specialist Minicom Stretford, Manchester M32 0HX
equipment, please call our textphone Service Personnel & Veterans Agency
Telephone (UK inc. NI): 0800 73 111 73
number on 0845 675 0009 Text from mobile: 07855 828282
Blackpool FY5 3WP
(Lines are open 8.30am to 5.30pm, Republic of Ireland: 1800 535 005
Telephone: 0800 169 2277
(Lines open 24 hours, 365 days a year)
Monday to Friday) veterans-uk.info
motability.co.uk For enquiries about the Vehicle Excise Duty
For glass enquiries, contact:
(VED) exemption, contact:
Phone calls may be recorded and Glassline
DVLA Customer Enquiries
monitored for the purpose of Telephone: 0500 355 355
(Vehicles) Swansea SA99 1BL
Outside UK: +44 (0)1234 279853
improving customer services. Telephone: 0300 790 6802
(international dialling rates apply)
DVLA Northern Ireland
For tyre enquiries, contact:
Castlerock Road Motability Tyreline (Kwik Fit)
Colerain BT51 3TA Telephone: 0330 123 1531
Telephone: 0845 402 4000 Outside UK: +44 (0)1698 802 022 35
Everything you need to
know about running
your Motability car
during your lease
Telephone: 0845 456 4566
Lines are open 8.30am to 5.30pm,
Monday to Friday.
If you have specialist Minicom equipment,
call our textphone number on 0845 675 0009
Motability Operations Limited is the principal service provider to Motability and
the Motability Scheme. Registered Office: City Gate House, 22 Southwark Bridge
Road, London SE1 9HB. Registered in England and Wales. Company No. 1373876.