Wheelchair Accessible Vehicles
everything you need to know about running
your WAV with Motability
Welcome to Motability
We aim to help disabled people and their families become mobile by making
a wide range of vehicles available through affordable lease (Contract Hire) and
Hire Purchase agreements. Powered wheelchairs and scooters are also available.
Motability was set up by the Government Your Wheelchair Accessible Vehicle
in 1978, and since then it has helped over 2 Your Wheelchair Accessible Vehicle (WAV)
million people become mobile. Motability is based on a standard vehicle that has been
Operations is the company responsible for converted to allow wheelchair access. You
finance, administration, and maintenance will have been assigned a managing dealer If you would
of Motability cars. When you lease a car who is there to look after the service and like a copy of
with Motability, all or part of your mobility maintenance of your vehicle throughout the
benefit (Higher Rate Mobility Component course of your lease. Your WAV converter will this handbook
of the Disability Living Allowance, or War also be on hand should any elements of the in large print or
Pensioners’ Mobility Supplement) is paid conversion require any maintenance. an alternative
directly to Motability Operations for the
length of the agreement. format/language,
Your WAV converter is: our Customer
Services team on
0845 456 4566.
Your managing dealer is:
Welcome 6 Legal liabilities 22
Your handbook 7 Uninsured loss recovery 22
Changing or adding a driver 22
Your worry-free motoring package 8
Business use of the vehicle 23
What’s included 9
Voluntary driving 23
On the road with Motability 10 Taking your WAV abroad 23
Taxing your WAV 12 No-claim discount 23
Servicing 12 What you are not covered for 23
Motability dealers 13 Repairing your WAV 24
Maintaining your WAV 13 If your WAV is lost or stolen 24
Mechanical issues and warranty repairs 14 Young driver training 24
Accident repairs 14 Change in your medical condition 25
Tyre repair and replacement 14 If you are involved in a accident 25
RAC breakdown assistance 26
Wear and tear 16
Motability Assist 27
General condition 16
Oil leaks 16
Exhaust system 16
At home 27
Adding adaptations during your lease 16
Onward travel 27
Good Condition Bonus 17
Courtesy vehicle 27
Fuel and keys 28
Personal number plates 17
What to do if your car breaks down 28
Additional costs 17
Leaving Motability 18 Getting your next WAV 30
Ordering and delivery 31
Key information 21 Customer complaints 32
Courtesy vehicles 21 What to do if you have a complaint or comment 33
Personal Accident cover 22
Useful contacts 34
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.
This handbook is designed to guide you or information with a single telephone call.
through the Contract Hire agreement for Alternatively, feel free to call your managing
your Wheelchair Accessible Vehicle (WAV). dealer, whose details are listed on the inside
It includes information about your insurance, front cover.
maintenance and breakdown cover, as
well as answering many frequently asked We hope you will find this handbook useful,
questions. We have also provided addresses and suggest that you keep it somewhere
and telephone numbers for other contacts handy, such as in the glove compartment We wish you
you might need, so you can get the right help of your car, so you can refer to it in future.
Your worry-free motoring package
Leasing a WAV through Motability opens the door to years
of worry-free motoring.
Your regular single payment to us • Services of a national network a higher excess. Full details can be
provides you with: of nearly 5,000 Motability dealers obtained on application and are given
• A new vehicle of your choice every • Single, one-stop customer helpline in your Contract Hire agreement and
five years for Wheelchair Accessible the policy schedule that is sent to
• Where possible, help with transport
Vehicles (three years for Nearly New you together with the Certificate
whilst your car is being serviced
WAV agreements) of Motor Insurance)
• Insurance from RSA Motability (RSAM) • Any fines, such as parking or speeding
• Personal Accident cover for the driver What you need to budget for • Cover for theft or damage to
and passengers personal belongings in the car is
• Fuel and consumables, such
excluded. This includes wheelchairs,
• Full breakdown assistance as washer fluid
hands-free phone kits, coats, mobile
• Servicing, maintenance and repairs • Any optional extras not fitted phones, money etc.
• Tax disc delivered to your home each as standard to your chosen car
year (excludes Northern Ireland and • The cost of some adaptations As with any car leasing scheme, the
Isle of Man) you require. WAV remains our property throughout
• All replacement tyres the agreement, and you need to return
• Window or windscreen repair Other costs you may also need it to us in good condition at the end of
or replacement to consider your lease. The vehicle should be used
• You will need to pay the first £75 of by, or for the benefit of, the disabled
• An allowance of 100,000 miles over
any claim for loss or damage, known person who qualifies to lease a car
the five years of your agreement
as an insurance excess. (Some cars through Motability.
(or 60,000 for Nearly New WAV
agreements) - additional miles and customers, such as young and
charged at 5p per mile inexperienced drivers, may attract
On the road with Motability
We want to help make sure your experience as a Motability customer is enjoyable
and hassle-free. Throughout your agreement, we ask you to help us by making sure
your WAV is safe and in good order. As well as helping you to experience trouble-
free motoring, this helps us sell the WAV 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 WAV must not be used as a taxi or
agreement delivery vehicle. However, cover can be
• Motability Operations remain the legal arranged for most other occupations.
owners of the WAV throughout See ‘Business use of the vehicle’ on page 23 Across the
the agreement • If you change your name, move house or UK, there are
• The WAV should be used by, or for the where the place the WAV is kept, please
tell us immediately by updating your details nearly 5,000
benefit of, the person who qualifies
for a Motability WAV at www.motability.co.uk or calling our dealer partners
• You must keep the WAV under your control
Customer Services team on 0845 456 4566 who provide
and not lend or sell it to anyone else • If you need to fit any adaptations to your the servicing,
WAV you will need to inform us first and
• Only drivers named on your Certificate of
use a Motability adaptations partner. To find maintenance,
Motor Insurance as permitted drivers may
drive your WAV. If you intend to drive your
out details please call our Customer Services and repairs for
team on 0845 456 4566. Motability.
Motability WAV you must be named as a
permitted driver on the certificate. Please
call RSAM on 0500 37 37 37 if you need to
change permitted drivers during your lease
Taxing your WAV Servicing
Upon delivery of your new Motability WAV, it will already be Regular servicing recommended by the manufacturer of
taxed for the first year. On the 20th day of the month before your vehicle (either at a set point during your lease or at a
your tax disc expires, we will automatically send your new tax pre-defined mileage limit, as set out in your manufacturer
disc to you in the post. If your vehicle registration document handbook), and any maintenance repairs necessary due to
(V5c) is sent to you by the DVLA, please ensure that you send general wear, are included in your agreement at no extra cost.
it to us as soon as possible so that we are able to tax your WAV. Where any additional work is required, your managing dealer
will check with us before it is carried out. Please note that the
If you change your address please update your details in the length of a service can vary depending on the amount of work
‘Customer Zone’ at www.motability.co.uk or 0845 456 4566 that is required, so you may need to organise transport home
to prevent your tax disc from being sent to your old address. to avoid a long wait at the dealership.
You are responsible for ensuring that a valid tax disc is on
display in your vehicle. Your Motability WAV will need an MoT test three years into
your lease. Following this, your WAV will undergo an MoT test
If you receive a V11 (Vehicle Licence Application) from the DVLA every 12 months as part of your regular vehicle service.
please call Customer Services on 0845 456 4566 as soon as
possible as this is a good indication that we haven’t been able You will only need to pay for repairs if they are not covered
to tax your WAV for some reason. either by the above, or as defined in your Cover Booklet. For
further information about repairs, please see ‘Repairing your
If you live in Northern Ireland or the Isle of Man, you are WAV’ on page 24.
responsible for renewing your WAV tax each year of your
agreement. As a recipient of the higher rate mobility allowance, For adaptations fitted through the Motability Managed
your Motability car will automatically receive the benefit of Adaptations Programme, your installer will notify you if any
your Vehicle Excise Duty (VED) exemption (i.e. free tax disc). regular maintenance is required. If this is the case, it will be
You can get a leaflet explaining VED exemption by contacting included as part of your worry-free package.
the Disability and Carers Service on 08457 123456 or the
Service Personnel and Veterans Agency on 0800 169 2277. Regular servicing and maintenance for your Wheelchair
Accessible Vehicle (WAV) is provided by the manufacturer’s
network of dealerships, e.g. Renault Kangoo WAVs should be
taken to a Renault dealer. You will be sent a letter assigning you
12 to your nearest dealer, or you can use our online ‘Find a Dealer’
tool to search for other local dealerships. For maintenance or • A courtesy car while your WAV is at the dealership (please
repair of conversion items (winches, ramps etc), please contact note that this is subject to availability, and a wheelchair
your specialist WAV converter. accessible courtesy vehicle may not be available due to
the specialist nature of WAV conversions).
Please make sure your dealer completes and stamps your
vehicle’s service book after every service. Keep this safe and If your WAV is fitted with locking wheel nuts, please check
in good condition, as it may be needed in future to prove the when taking delivery of your WAV that you know where the
vehicle has had regular servicing. key is (your converter will be able to advise you), and that you
bring it with you every time you have a service or visit a Kwik
Motability dealers Fit centre.
Across the UK, there are nearly 5,000 dealer partners who
provide cars, servicing, maintenance, and repairs for Motability. Maintaining your WAV
The majority of our dealers have achieved Premier Partner To help ensure your WAV is safe and does not break down
status, which recognises a consistent level of excellence in unexpectedly, you should make sure it is regularly maintained
customer service. All our dealers are continually monitored and as set out in the manufacturer’s handbook. This will include the
take part in ongoing training to ensure they are kept up-to-date following regular checks:
with all aspects of Motability.
• Engine oil
Your managing dealer provides: • Windscreen washer fluid
• Test drives • Engine cooling system
• Free fluid level checks • Lights
• Free wash and vacuum after any service or repair. • Tyres are not worn below the legal limit
• Tyres are at the right pressure – including the spare.
With sufficient notice, your dealer may also be able to
provide either: You should also do the following:
• ‘While you wait’ servicing and repair • Wash the WAV regularly to maintain its paintwork
• Collection and delivery of your WAV • Ensure all faults are put right quickly
• Transport from, and back to, the dealership, or... • Respond to any manufacturer recall, e.g. if a faulty part
As with all vehicles, your WAV will receive an MoT test actually required. In many cases, if the damage is minor, you
three years into your agreement, and then on an annual may not need to lodge a claim for repair, saving you time and
basis until the end of your lease agreement. Your managing money. However, if you would prefer to have the damage
dealer will contact you to arrange a convenient time for your repaired, you can make a claim through RSAM. The excess for
appointment. each claim will be £75, unless agreed otherwise. Higher excesses
apply for young or inexperienced drivers.
If you have any queries about maintaining your WAV, please ask
your managing dealer. Please don’t make any attempt to make the repair yourself. If
damage is as a result of more than one incident, multiple claims
Mechanical issues and warranty repairs will be needed. For more information refer to the relevant
If you have any mechanical issues with your WAV, you will need Cover Booklet or contact RSAM on 0500 37 37 37.
to contact either your WAV converter or your managing dealer,
depending on the nature of the issue. Tyres: Kwik Fit Tyreline – 0330 123 1531
For no extra cost, we will replace tyres worn or damaged
If the problem is with an aspect of the vehicle’s conversion, through normal use. Puncture repairs, including wheel balance,
it will need to be discussed with the WAV converter, such are also covered at no extra charge if you use Kwik Fit,
as wheelchair tie downs or a winch. If the issue is with an Motability’s approved supplier.
element of the base vehicle that has been converted, such
as the engine or transmission, it will need to be reported In addition, Kwik Fit provides Motability customers with:
to your managing dealer. • Free replacement of stolen or vandalised tyres
• Repairs usually carried out while you wait
Any repair that is caused by either general wear or mechanical
fault is covered, except if there is evidence of neglect or • A mobile service facility: Kwik Fit can replace tyres at your
misuse. Your dealer should keep you informed of the repair’s home at no extra cost, by appointment. With a fleet of 230
progress and let you know if there are any unavoidable delays. mobile technicians operating nationwide, you can schedule
If you feel that a repair has not been handled effectively, please a Kwik Fit Mobile technician to come to your home and
contact us on 0845 456 4566. change your tyre. However, please note that this is not an
emergency service, and can often take longer than if you
Accident repairs were to have the tyre changed directly at a centre.
If your WAV is damaged, before you take any action to repair
14 it, please contact RSAM for advice on whether the repair is
Wherever possible, do not drive your WAV on a punctured Replacing tyres while abroad
tyre. Don’t forget you can also get help from RAC with Call the Tyreline for advice before you travel, and if you need
changing a punctured tyre for the spare. tyres replaced while you are outside the UK:
• If possible use a Kwik Fit site. The Kwik Fit group operates
over 2,500 service points across Europe. Whilst abroad you
can call the Tyreline on +44 (0)1698 802 022
• If you have to buy tyres while abroad keep the receipt and
contact Kwik Fit on your return, as you may be entitled to
Glass – 0500 355 355
Glass repair or replacement (excluding sunroofs) is provided
free of charge by RSAM’s approved supplier. To arrange an
appointment at a nearby repair centre, or arrange for a mobile
repairer to come to you, please call the RSAM Glassline on
0500 355 355. You will need to tell the repairer that you are
a Motability customer and present your Certificate of Motor
Insurance to the repairer.
If your sunroof is accidentally damaged, please contact RSAM
on 0500 37 37 37 for advice.
Please attend to any windscreen damage as quickly as possible,
as damage may impair your view of the road. In many instances,
if a chip is smaller than the size of a pound coin, our approved
supplier can perform a specialist repair rather than completely
replacing the glass. If left untreated, moisture, frost and dirt can
cause the damage to worsen beyond repair. The sooner you
call, the more chance there is that our supplier will be able
to save your windscreen. And by repairing your glass rather
than replacing it, you’ll be helping our supplier’s initiative to 15
save over 4,500 tonnes of waste glass and 12,000 tonnes of CO2 Underside of your car
equivalent emissions. Many WAVs have lowered floors which result in reduced
ground clearance, and as a WAV user you should take extra
Chips or cracks in the windscreen directly in front of the care when travelling on uneven roads or places with speed
driver, in the area swept by the wiper blades, are considered bumps. We understand normal wear and tear will affect the
dangerous if they are more than 10mm in diameter. In the rest underside of your WAV but any serious damage or distortion
of the windscreen wiper swept area, up to 40mm damage is to the underside of your WAV, such as the chassis or engine,
acceptable. Please note that the standard excess will apply if will not considered to be fair wear and tear. If you suspect
RSAM’s approved supplier is not used. any such damage during use, please contact your managing
Wear and tear
With use, all vehicles will show signs of wear and tear and in Oil leaks
many cases a repair is not essential. We can provide advice to Please report any oil leaks to your dealer, who will make
help you ensure your WAV remains safe and in good working the repairs free of charge as part of the normal servicing
condition. Unavoidable minor damage caused by a wheelchair or arrangements under your agreement. You will be responsible
any other mobility aid will be accepted as general wear and tear. for damage caused by an oil leak that has not been reported
as early as it could have been.
In terms of bodywork, wheels, interior trim and luggage areas, Exhaust system
we would again expect that years of motoring would result Normal deterioration of the exhaust system is inevitable.
in some general wear and tear, light scuffing and scratching or However, damage to the exhaust system and catalytic
stone chipping. However, certain levels of more serious damage converter due to heavy impact or the use of the wrong
would not meet our expected standards. These include deep type of fuel, is not regarded as fair wear and tear.
dents and scratches on bodywork that go through to the metal;
severe cracks on bumpers and mirror housings; irreparable Adding adaptations during your lease
damage such as deep burns or tears to the interior; or heavy We will be aware of any adaptations fitted to your WAV at
gouges to alloy wheels or plastic trim. the start of your agreement. However, during your agreement,
should you choose to add any extra adaptations to your WAV,
If you are in any doubt about the level of repair required, please you will need to inform RSAM and Motability Operations first,
contact RSAM on 0500 37 37 37 and they will confirm what to ensure you have adequate insurance. Only a Motability
16 action to take. adaptations partner should fit and/or remove adaptations. For
more information on the types of adaptations available, visit the DVLA prior to hand back. Remember to contact your
www.motability.co.uk to download our guide to adaptations, dealer three months prior to the end of your contract to
or call 0845 456 4566 to request a copy. arrange the removal of your personalised number plates.
Good Condition Bonus Additional costs
If you return your car in good order at the end of the
agreement, you may receive a Good Condition Bonus, Excess mileage
currently £250. The Motability lease package includes a mileage allowance of
100,000 miles for your five year WAV agreement (60,000 for
The Good Condition Bonus is paid out a few weeks after the Nearly New WAV agreements). If you drive more than this, you
car is returned. All decisions concerning the bonus process will will be charged 5p for each extra mile.
be taken at our discretion.
We will take a reading whenever your WAV is serviced for our
Modifications records, and if when you return the WAV at the end of your
Before adding any other accessories or making modifications contract the total mileage is higher, you will receive an invoice
to your WAV, you should get agreement from Motability for the excess mileage. If you receive an invoice when you hand
Operations and then notify RSAM. Should such modifications back your WAV, please contact our Customer Service team on
be made without our agreement you risk invalidating your 0845 456 4566 to discuss payment.
insurance and you will be asked to remove them and return
the car to its original specification at your cost. Repudiated claims
Your insurance and loss and damage protection will be
Personal number plates invalidated if you do not comply with the policy conditions,
You can fit personalised number plates to your WAV, but for example allowing your WAV to be used by an uninsured
please call us on 0845 456 4566 if you wish to do so. This is driver. This will result in your claim being declined by RSAM.
important, as your personalised plate details will need to be In this situation, we will invoice you for the cost of repairs or
on your tax disc. We can process the administration through the write-off value of the WAV and RSAM will look to recover
the DVLA, and we will also update RSAM with your new details. from you any financial loss that they may have incurred. It is
therefore important that you are fully aware and comply with
It will be your responsibility to display the correct number the conditions, which are detailed in the Cover Booklet.
plate and tax disc on your WAV, and also to ensure that your
personalised number plate is removed and re-registered with 17
Environmental impact • Lending, sub-leasing or selling the WAV
Carbon emissions can affect the environment. However, the • Using the WAV for unauthorised business purposes
way we drive can help to reduce the impact our motoring.
• Failing to take proper care of your WAV.
Over the page are some useful tips, and you can find more
information at www.motability.co.uk.
We follow up all information and where serious misuse is found
• Avoid unnecessary journeys: your engine runs more or the damage is severe, the agreement may be cancelled. You
efficiently when it’s warm so it’s better to do one long trip may be prevented from getting a car through Motability in
than lots of short ones the future, and we may also invoice for the cost of repair or
• Drive smoothly and in a higher gear: you’ll use less fuel and estimated loss in sale value.
do less damage to the environment
• Check your tyres and keep them at the recommended You can report any concerns to us on 0845 456 4566 or at
pressure: this will reduce resistance, meaning your engine will www.motability.co.uk via the ‘Contact Us’ section.
have to work less hard, thereby reducing CO2
• Keep your windows closed to reduce drag: your WAV won’t
have to work so hard, and as a result, will use less fuel
Handing back your old WAV
• Minimise use of climate control: air conditioning increases During the last few months of the agreement, you’ll need to:
fuel consumption and therefore increases emissions.
• Ensure your WAV has had an MoT test. Your dealer will
contact you two months before the end of your contract
Help us to protect Motability
to arrange this. The MoT certificate will be sent to Motability
To safeguard the integrity of Motability and keep costs down
for the benefit of customers, misuse or improper care of WAVs
is something we take very seriously and follow up. • You don’t need to remove adaptations, but if you want to,
please ensure you arrange this with a Motability adaptations
As a Motability customer, you are responsible for making sure partner
the vehicle is used for the benefit of the disabled person, • Leave all key numbers, radio codes and immobiliser codes
whether they are in the WAV or not, and meet the terms and with the car
conditions of your agreement. Forms of misuse include: • If you have a personalised plate, it is your responsibility to
• Denying the disabled person the benefit of the WAV ensure that it is re-registered with the DVLA and that your
• Driving whilst uninsured or banned car is handed back with an age-related number plate. For
18 further advice, please call us on 0845 456 4566.
• Using the vehicle in any criminal act
Please ensure when you handback your WAV that any We will require some details from you, including confirmation
documentation and equipment that was given to you of whether you will be applying for a replacement vehicle.
with the car is also returned, such as: Once we have received all the necessary information, we will
• Service Book review your request and confirm our decision with you.
• Spare Key
Please note that if you cancel your agreement we may have to
• Key to locking wheel nut charge an administration fee to cover our costs. Any advance
• Radio code payment you have paid may be refunded on a pro-rata basis,
• Key code. less any administration fee, where applicable.
Car tax expiry for non-mainland customers If however, we cancel your agreement because you have failed
If you live in Northern Ireland or the Isle of Man, you will to comply with the terms and conditions of your agreement,
need to check if your car tax expires before the end of your no refunds will be made to you, and you will be charged an
agreement. If it does, you will need to re-tax your WAV on administration fee.
time. You should check that you have at least two spaces left
on your tax exemption certificate (DLA404 or WPA442). If you We may continue to receive your allowance until you have paid
do not have two spaces left, please contact the Disability Living us any amount you owe. Also, you may not be able to lease
Allowance (NI) on 028 9090 6182. another vehicle through Motability. If you have any questions,
please contact us on 0845 456 4566.
Ending your agreement early
You have agreed to lease your WAV for the full length of the If a Motability customer dies
agreement. If however, you have a valid reason to end your Should a customer die during their lease, a family member
agreement early, please contact us on 0845 456 4566, or write should contact us as soon as possible on 0845 456 4566. We
to us at the following address: will arrange for the vehicle to be collected at a convenient
time. In the interim, permitted drivers can continue to make
Motability Operations use of the WAV for journeys in connection with the affairs of
Customer Contracts Department the customer. The WAV will continue to be insured until it is
Bristol Park House, Bristol Business Park collected by us.
Coldharbour Lane, Bristol BS16 1EJ
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 & The cover includes:
SunAlliance Insurance plc who provide aspects of your • Loss of, or damage to your WAV
cover, 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 insurance • Repair or replacement glass
and loss and damage protection. Please take time to read the • In car equipment (such as a radio or CD player) permanently
Cover Booklet for full details. Please also refer to the key points fitted or supplied with the WAV as standard
from the Contract Hire agreement on page 11 of this handbook,
• Adaptations and modifications which are needed and which
or look online www.motability.rsagroup.co.uk.
we have agreed to and which RSAM have been informed
When completing your application with your WAV converter, • Any accessories or tools supplied with the WAV
you will be asked to nominate your chosen drivers. • Replacement locks where keys have been stolen and the
• Only drivers approved by RSAM and named as permitted theft reported to the police.
drivers on your Certificate of Motor Insurance are insured
to drive If you have an accident, regardless of fault, please contact
RSAM on 0500 37 37 37 as soon as possible to enable us to
• If you intend to drive your Motability WAV you must be
help get you back on the road as quickly as possible
named as a permitted driver on the certificate
• Other drivers are not allowed. Even if they have fully Courtesy vehicles
comprehensive insurance which provides cover to drive If your Motability WAV is undriveable for five days or more
other cars, they are not covered to drive your after an incident of loss or damage, we will aim to provide
Motability WAV. you with a courtesy vehicle. However, please note that due
to the specialised and converted nature of WAVs, it may not Changing or adding a driver
be possible to provide you with a like-for-like wheelchair The permitted drivers named on the Certificate of Motor
accessible courtesy vehicle. If this is not possible, or your WAV Insurance are the only people allowed to drive the WAV. You
is likely to be off the road for less than five days, then RSAM can select up to two drivers, one of whom may be yourself.
will endeavour to find an appropriate alternative solution Even as the hirer of the WAV, you are not automatically
where possible, for example wheelchair accessible taxis. If a covered as a permitted driver. You must ask for this cover
courtesy vehicle is not suitable for your needs, you may be able when applying or once your agreement is live. Once the
to claim for loss of use benefits, excluding the first week. agreement is live, only you, the hirer, can request changes to
the permitted drivers. In order to consider your request, RSAM
Personal Accident cover will need details of the new driver, including driving licence
In the event of an accident which causes death, loss of limbs number, motoring convictions and any previous loss, damage
and/or permanent loss of sight in one or both eyes, cover or insurance claims. You will also need to confirm the driver has
is provided up to a limit of £5,000 for the driver and any given their consent for us to check their details as they will be
passengers. validated against the DVLA database. There is no limit to the
number of times you can change your permitted drivers.
Cover includes your legal liabilities, and those of your To change your permitted drivers please call RSAM
permitted drivers and passengers for accidental death, on 0500 37 37 37.
accidental injury, and accidental damage arising from the
use of your WAV, or a trailer attached to it. You may be able to call RSAM and nominate a third driver,
subject to some restrictions, at an additional cost. If your
Uninsured loss recovery circumstances change and you no longer need a third driver,
Uninsured losses are any items that are not covered by your you may be entitled to a refund. New drivers may not lawfully
insurance. For example, your excess, injuries and taxi fares. drive until they have received an amended Certificate of Motor
If you are involved in an accident caused by someone else Insurance from RSAM.
who has been identified, RSAM will attempt to recover your
uninsured losses from them – simply call 0500 37 37 37 as If a permitted driver is convicted of a motoring offence during
soon as possible. If you are injured, RSAM will also act on your the agreement, you must advise RSAM immediately as this may
behalf by appointing solicitors to act for you. You may need to invalidate your protection.
provide proof of your losses. Recovery of uninsured losses may
take some time, and in some cases may not be possible.
Only one permitted driver can be under the age of 21, and • For other countries not listed, please contact RSAM at least
drivers under the age of 25 are restricted to cars up to the three weeks in advance of your journey. RSAM will consider
Association of British Insurers (ABI) Car Group 18 (1 to 50 scale). your request and there may be an additional charge
For more information on ABI car grouping, please contact RSAM, • For all foreign travel, you will need a VE103 (Vehicle on Hire
or see the ABI website at www.thatcham.org/abigrouprating. form) to be issued to you. Please call 0800 731 3310 to
request a form, at least three weeks before you depart.
Business use of the vehicle The certificate will cover you for 12 months
Travel to and from your normal workplace is included in your
• You should have European breakdown cover for foreign
insurance cover. If you need to use the WAV for business
travel, otherwise you could be responsible for any recovery
purposes, you can arrange business use cover for most
charges. See ‘Driving in Europe’ section on page 29
occupations. This is straightforward, please contact RSAM
on 0500 37 37 37. • If you need to contact RSAM while abroad, please telephone
+44 (0)151 240 2894
Business use cover will not apply until you receive a new • Cover for legal expenses and replacement locks is not
Certificate of Motor Insurance showing this cover, even if available while abroad.
you have had a previous Motability car.
Voluntary driving Motability does not provide for any no-claim discounts.
You can drive your WAV for voluntary or charitable work such However if you decide to leave Motability, RSAM can provide
as for Meals on Wheels or hospital visiting without obtaining a letter confirming your claims history with Motability if
permission, provided you are not contractually employed required. For more information, call RSAM on 0500 37 37 37.
(receive a fixed regular payment) by the organisation.
What you are not covered for
Taking your WAV abroad Below is a summary of the main exclusions within your
• Your lease agreement allows you to take your WAV abroad insurance and loss and damage protection cover. For the full
within the European Union and to Croatia, Iceland, Norway, list of areas not covered, please refer to your Insurance
Switzerland and Liechtenstein free of charge for up to 90 Cover Booklet.
days in any 12-month period • An excess (amount payable by you) of £75 for any loss or
• You do not need a Green Card for these countries, but damage to the vehicle – Higher excesses apply for young
you should take your Certificate of Motor Insurance or inexperienced drivers. Details are given in your Contract
Hire agreement and the Policy Schedule. If the WAV can be Repairing your WAV after an accident
repaired you must pay the excess for each individual incident Following an accident please contact RSAM on 0500 37 37 37
before the repair starts who will assess the extent of the damage to the WAV.
• Loss of keys – you’ll be responsible for the cost of any They will advise you whether repairs need to be carried out
replacement keys and in some circumstances, replacement or not. In all cases after an accident, you will be entitled to
locks make a claim as per normal. The WAV will only be repaired to
its original specification. Damage to non-standard equipment
• Personal belongings – you will need to arrange your own
or modifications, fitted without RSAM’s agreement, are not
insurance cover for personal items such as wheelchairs,
included in this cover.
hands-free phone kits, coats, mobile phones, money etc.
One option is to extend your household insurance
If your WAV is lost or stolen
• Non-standard equipment or modifications – this means any If your WAV is stolen or taken without your permission:
non-standard controls, audio or other equipment fitted to
• Notify the police immediately, giving them as much detail
the WAV, which are not essential to enable you to use the
as possible, and remember to obtain a crime reference or
vehicle, or have been fitted without Motability and
log number. Then contact RSAM on 0500 37 37 37 who will
advise you on what to do next
• Fair wear and tear – you do not need to make any repairs
• The car may be deemed written-off if it is not recovered
to damage which is within fair wear and tear – see page 14.
within four weeks from the date of the theft.
If you choose to repair, this cannot be included in an
Young driver training
• Driving other vehicles that have not been approved – you Permitted drivers under 25 who are named on the Certificate
are not covered under your agreement to drive any other of Motor Insurance are eligible for PASS PLUS, an additional
vehicle, unless it has been provided or approved by us driver training course delivered by the AA. The 6 hour course,
• Unauthorised and uninsured drivers – only those drivers free to Motability drivers aged between 16 and 24 years old, has
shown on your Certificate of Motor Insurance as permitted been specifically designed to teach young drivers to drive more
drivers are covered to drive. If you drive the WAV, or allow safely. Young drivers who successfully complete the training
the WAV to be driven, and the driver is not shown as a will be asked to pay a lower amount of excess, as detailed in
permitted driver on your Certificate of Motor Insurance, you your Contract Hire agreement and Policy Schedule. Drivers who
may be held responsible for any loss or damage that occurs already have successfully completed PASS PLUS independently
and excluded from leasing another car through Motability. do not need to do so again via this scheme to benefit from the
lower excess, however they will be required to provide RSAM • If anyone is injured, or damage has been caused to other
with a PASS PLUS certificate in the event of a claim. property, you must show your Certificate of Motor Insurance
to the police or to anyone involved in the accident. If you
If you expressed an interest in PASS PLUS when you applied cannot do this at the time, you must report the accident
for your vehicle, then the AA will contact you or your driver to the police and show them your Certificate of Motor
shortly, if they haven’t already. If you haven’t heard anything or Insurance no later than 24 hours after the accident
you add a young driver during your agreement, you can book • In the event of any accident always call RSAM as soon as
training by calling the AA on 0845 850 1030. possible on 0500 37 37 37 to report the incident and register
Q Who do I need to tell if my medical condition changes?
• If you cannot drive your car as a result of an accident, please
A If your medical condition has worsened since your licence contact RAC who will recover the car to the repairer
was issued or you develop a new medical condition that may
• RSAM have a network of repairers across the UK. RSAM will
affect your driving, you must inform the DVLA. If the DVLA do
keep you up-to-date with the progress of repairs to your car
impose any restrictions on your licence, you must inform RSAM
immediately on 0500 37 37 37. • Send all correspondence you receive concerning the accident
to RSAM claims department
If you are involved in an accident: • It is important that all drivers fully co-operate with RSAM
• If any permitted driver (which may include you) is involved during investigations of the claim. Failure to co-operate could
in an accident, they must not admit fault or deny the claim, result in your claim being declined and excluded from leasing
negotiate, or promise to pay the claim, without written with Motability.
permission from RSAM
• You should exchange details with the other driver involved Don’t forget – within your tax disc holder there is information
and each provide your name, address, phone number, vehicle and useful contacts to help you in the event of an accident.
registration and name and address of RSAM. If you cannot It also contains space for you to write your insurance
give your details immediately, you will need to report the information, which can be torn off and given to the other
accident to the police within 24 hours. If the other driver party involved.
cannot or will not provide their details, you must obtain their
vehicle registration number, make, model and colour
of their vehicle
RAC breakdown assistance
Motability Assist (RAC) UK – 0800 73 111 73 Onward travel
Your WAV is covered for breakdown assistance for the life In the event that your WAV cannot be repaired on the spot,
of your contract. onward travel will ensure you reach your destination. Taking
account of your needs and journey plans, Motability Assist will
Motability Assist is a comprehensive package of breakdown provide one of the following to get you to your destination:
support provided by RAC, specifically for your Motability • A replacement car
vehicle. Motability Assist helpline and roadside staff are
• Overnight accommodation or onward travel costs (e.g. taxi
specially trained to handle your calls and are available 24 hours
fares) up to the value of £100 per person or £300 per party,
a day, 365 days a year, if your WAV breaks down or you have an
whichever is the lesser amount, offered at Motability
accident. Assistance can be provided at the roadside
or at your home throughout the UK.
Please note that your breakdown cover is for the Motability
If your Motability WAV is undriveable for five days or more after
vehicle and does not extend to any other car you are
a break down and requires further repair, we will aim to provide
you with a courtesy vehicle. However, please note that due to
the specialised and converted nature of WAVs, it may not be
possible to provide you with a like-for-like wheelchair accessible
One free telephone call will bring help at the roadside if your
courtesy vehicle. If this is not possible, or your WAV is likely to
WAV breaks down or is immobilised. Motability Assist provides
be off the road for less than five days, then we will endeavour
a fast and dependable service to get you going again.
to find an appropriate alternative solution where possible, for
example wheelchair accessible taxis.
If your car cannot be repaired at the roadside, Motability Assist
Courtesy vehicles are subject to certain terms and conditions.
will take it to the nearest accredited repairer, and take up to
eight people to a single destination.
• Only those named as permitted drivers on your certificate
At home of motor insurance are insured to drive
You can rely on Motability Assist to attend a breakdown • Permitted drivers must have held a full licence for at least
of your WAV, either at your home or your place of work. one year
• Production of a valid driving licence
• Fuel deposit (currently £50) which is refunded provided position away from the road. If you or your passengers are
the courtesy vehicle is returned with a full tank of fuel unable to leave the WAV, ensure that the vehicle is as close
• Any fines or charges, such as congestion charges, incurred as possible to the kerbside or on the hard shoulder and
during the replacement car period are the responsibility remain calm
of the customer. • Leave all animals in the car
• There are emergency phones on the motorway indicated by
Courtesy vehicles provided will be up to a maximum engine directional arrows on the marker posts and are usually one
size of 1.6 litres. However, if you require recovery and were mile apart. Make your free emergency call (UK – 0800 73 111
travelling with a larger group, Motability Assist will still ensure 73, Republic of Ireland – 1800 535 005), providing as much
that all your passengers can continue their journey. information as possible, such as:
– Your name
Fuel and keys
Please note that you will be responsible for costs incurred – Your car registration number, make
as a result of running out of fuel. and model
– Your exact location
If the keys to your car are lost or stolen, Motability Assist can – The nature of your breakdown
arrange for a locksmith to attend; this will, however, be at your
– If you or any of the passengers use a wheelchair, need
cost. You may be able to recover the cost of stolen keys by
urgent medical attention or have other requirements.
making a claim with RSAM. However, you will need to provide
them with a crime number provided by the police. • Once you have made your call, remain a safe distance away
from the car and the road or motorway. If you are unsure of
What to do if your car breaks down your exact location and call RAC from your mobile, they can
automatically track your exact location.
On the road or motorway
As a Motability customer, a specially trained Motability Assist
• Try to get your WAV close to the kerbside, or onto the hard
customer service specialist will handle your call. If you need to
shoulder, well away from the traffic
let anyone know of your delay, Motability Assist will be happy
• Switch off the engine and put on your hazard warning lights to pass on a message.
• If it is possible, ensure all passengers leave the car on the side
nearest the kerbside or the hard shoulder and move to a safe
Driving in Europe Q What if I have a caravan attached to my WAV when
With the exception of the Republic of Ireland, Motability I break down?
Assist does not cover European travel. Therefore, you must
A If a problem with your WAV cannot be fixed on the spot, your
obtain European breakdown cover before you take your WAV
trailer or caravan will be towed to a destination of your choice
abroad. RAC European breakdown cover is available as an
within a 10-mile radius.
optional addition to Motability Assist customers. For
important information about taking your WAV abroad,
Q If I have a breakdown on the roadside, and my caravan
please see page 23.
requires a repair, can the RAC help?
Republic of Ireland A Unfortunately, as your caravan is not a Motability vehicle, the
Motability WAVs enjoy full cover in the Republic of Ireland. 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
Other benefits of Motability Assist caravan. We recommend you should contact the RAC before
Motability Assist customers can also benefit from setting out on your journey to secure additional cover, which is
other discounted RAC products, such as: available at an additional cost.
• RAC Personal Travel Insurance – please contact
RAC European Business Services on 0800 73 133 10
• Free legal advice – call the RAC Free Legal Advice
line on 0870 601 0605
• Journey planning services – access the RAC’s Route
Planner and Traffic Information Services
Getting your next WAV
We will contact you around three months before your About three months before the end of your lease, we will send
agreement is due to end to advise you how to order a new you our guide to getting another car to help you through the
WAV or car and return your old one. final stages of your agreement. It contains information about
the renewal process and includes a ‘countdown checklist’,
Ordering your new WAV or car answers to frequently asked questions and an update on what’s
We want to make sure that the handover between your old changed since your current lease agreement commenced. We
and new Motability vehicle is as easy as possible. To make will also send you a copy of the current price guide, although
sure your new vehicle is ready in good time, you should start remember that the full list of all vehicles can only be found
contacting WAV converters six months before the end of your online at www.motability.co.uk.
existing agreement to discuss your needs and complete an
application. What if delivery of your new WAV is delayed?
Unfortunately we cannot guarantee the delivery date of the
We offer a firm ‘price guarantee’ to our customers, which will new WAV, as delivery arrangements are in the hands of the
ensure that the price you agree with the converter when your manufacturer and converter. Your converter will be able to
application is accepted, is the price you pay when you collect update you on its progress. If there is an unavoidable delay
your WAV. The price guarantee stands however long it takes for before your new WAV is ready, you may be able to stay in
your new WAV to be delivered. your current WAV until the new one is ready. Please contact
your managing dealer to arrange this.
You will probably find it useful to gather as much information
as possible on what make or model to choose next. Customers Like your WAV, and want to buy it after the end
regularly tell us that speaking to more than one WAV converter of the agreement?
is extremely useful. To find a complete list of WAV converters, If you would like to buy your WAV at the end of your lease,
visit www.motability.co.uk and use our ‘Find a Dealer’ tool. this may be possible, subject to certain conditions. The
The dedicated WAV pages on our website also offer useful purchase price will be available from 12 weeks before you
information on important things to think about when choosing are due to return your WAV. For further details, please
your next WAV. If you need assistance or can’t find exactly what contact us on 0845 456 4566.
you are looking for, call us on 0845 456 4566 for advice on a
range of alternative models.
We have over 500,000 customers and we aim to provide If you are not satisfied with the way any of Motability’s service
each of them with the highest quality of service at all times. providers handle or conclude your complaint you can contact
Unfortunately, sometimes we make mistakes. Motability, the charity who oversee all aspects of the scheme,
for a full and impartial review. You should send details to:
If you feel our service has fallen below the standard you
expect we would like to hear from you, so we can put things Motability, Complaints and Appeals
right as quickly as possible. Warwick House, Roydon Road, Harlow, Essex CM19 5PX
What to do if you have a complaint or comment
Most complaints or comments are best dealt with by the When making a complaint please provide
area most closely involved, so in the first instance please • Your full name and/or customer reference number
contact them. For example Motability Operations, RAC, RSAM,
• Your vehicle registration number
individual dealers or converters etc – a list of useful contacts is
provided at the back of this handbook. If you are unsure about • Your full address and daytime contact number
which area you need to speak to, please call our Customer • Full details including names and any correspondence relating
Services team on 0845 456 4566. to your complaint.
You can make a complaint by telephone, email or by post. What to do if you are still not satisfied
If you are writing a letter or emailing and you would be happy If you remain dissatisfied with how your complaint has been
for us to call you, please provide your telephone number. We handled or concluded, you may refer the complaint to the
would prefer to talk to you so that we can aim to resolve your Financial Ombudsman Service.
complaint as quickly as possible.
You must approach the Financial Ombudsman Service within
Complaints made by telephone will be logged and where 6 months of our final response to your complaint:
possible, resolved immediately, while written complaints will
be answered within four working days. If we are unable to Financial Ombudsman Service,
resolve your complaint immediately, we will contact you and South Quay Plaza, 183 Marsh Wall,
let you know what is happening and when you can expect London E14 9SR Tel: 0845 080 1800
a full response. Website: www.financial-ombudsman.org.uk
For general enquiries Motability Operations
City Gate House, 22 Southwark
(Lines are open 8.30am to 5.30pm,
Monday to Friday)
about Motability, Bridge Road, London SE1 9HB
your Contract Hire Telephone: 0845 456 4566
Phone calls may be recorded and
agreement or your If you have specialist Minicom
equipment, please call our textphone
monitored for the purpose of
WAV, please contact: number on 0845 675 0009
improving customer services.
For enquiries about the DLA, contact: For enquiries about the Vehicle Excise Duty For breakdown assistance, contact:
Disability and Carers Service (VED) exemption, contact: RAC Motability Assist Customer Services
Warbreck House DVLA Customer Enquiries Thomas Street
Warbreck Hill (Vehicles) Swansea SA99 1BL Stretford
Blackpool FY2 0YE Telephone: 0870 240 0010 Manchester M32 0HX
Telephone: 08457 123456 www.dvla.gov.uk Telephone (UK inc. NI): 0800 73 111 73
DVLA Northern Ireland
Text from mobile: 07855 828282
Disability Living Allowance (NI) County Hall
Republic of Ireland: 1800 535 005
Room 403 Castlerock Road
(Lines open 24 hours, 365 days a year)
Castle Court Colerain BT51 3TA
Customer Assistance: 0870 601 0150*
Royal Avenue Telephone: 028 7034 1461
Minicom: 0800 62 63 89
Belfast BT1 1SL www.dvani.gov.uk
(*Lines open 9am – 5pm Monday
Telephone: 028 9090 6182
For insurance enquiries, contact: to Friday)
RSA Motability Customer Services
For glass enquiries, contact:
For enquiries about the War Pensioners’ PO Box 40
RSAM: 0500 355 355
Mobility Supplement, contact: New Hall Place
Service Personnel & Old Hall Street
Telephone: 00 800 036 36 360 (freephone)
Veterans Agency Liverpool L69 3SD
Outside UK: +44 (0)1234 279853
Norcross Telephone: 0500 37 37 37
(international dialling rates apply)
Blackpool FY5 3WP www.motability.rsagroup.co.uk
Telephone: 0800 169 2277 If you have specialist Minicom equipment,
www.veterans-uk.info please call 0500 64 63 62 For tyre enquiries, contact: Motability
Outside UK: +44 (0)151 240 2894 Tyreline (Kwik Fit)
(Lines open 8am – 8pm Monday to Friday, Telephone: 0330 123 1531
and 8am – 4pm Saturdays) Outside UK: +44 (0)1698 802 022
Wheelchair Accessible Vehicles
everything you need to know about running
your WAV with Motability
City Gate House,
22 Southwark Bridge Road,
London SE1 9HB
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.