I am a customer of Motability Operations Limited, an organisation that provides vehicles to disabled individuals across the UK. Recently, I was forced to take legal action against the company after it contradicted the terms of our agreement. I pursued a claim for breach of contract—and won.

While I was able to achieve justice, many others are not in the same position. Customers often face significant challenges when things go wrong. Although faults with vehicles may be uncommon, when they do occur, Motability still has a legal duty to act in accordance with consumer law. However, customers are not informed of their rights and are left to navigate complex and stressful processes alone when disputing decisions.

More concerning are the sweeping policy changes being introduced, which will affect every Motability customer and, for some, make continued use of the scheme impossible.

These changes include:

• Reducing the annual mileage allowance to 10,000 miles, which for many is insufficient to attend medical appointments, work, or meet daily living needs.
• Increasing excess mileage charges by up to 400%, to 25p per mile—bringing costs in line with luxury/high-performance vehicles not available on the scheme.
• Restricting tyre replacements during the lease period, despite tyres being essential for safety and often damaged through no fault of the driver.
• Removing the optional two-year lease extension, which previously allowed customers with limited financial means more time to save for their next vehicle.

Additionally, while the “Drive Smart” telematics system has been paused, it has not been withdrawn. There is ongoing concern that this intrusive monitoring system may still be implemented. If enforced, many users—including named drivers and carers—may feel unable to continue due to privacy concerns.

As an organisation funded through public money, Motability should be accountable to the government. However, it is currently overseen only by its own directors and the Motability Foundation, with no independent external regulation. This lack of oversight has enabled decisions that negatively impact vulnerable people who rely on the scheme.

Motability Operations Limited has a responsibility not only to provide vehicles, but to uphold consumer protection laws and treat its customers fairly. Too often, when issues arise, customers are left without proper support or resolution.

The government must intervene to ensure accountability. An independent regulatory body is needed to oversee Motability’s practices, ensuring policies are fair, lawful, and respect the rights of disabled individuals. This will also ensure that public funding is being used responsibly and delivers the level of service promised.

Sign this petition to call on the government to hold Motability Operations Limited accountable, introduce proper independent oversight, and protect the rights of all who depend on this essential service.

Together, we can prevent further injustice and ensure fair treatment for everyone.