motabilty car scheme return policy inspection on my car signed off after 42 months

SHEdevil666 · August 15

hello am new on here and need some help

i have been on the motabilty car scheme for 12 years plus

and have allways did what they said and have allways been weclome and given gcb every renewal bonus

i returned my vw golf gtd in may

i have had it 3 plus years . i dont smoke or have no pets in my car

i returned my car when i explained that the car i was looking for was not on the site yet

i test drove other cars but i was not impressed regardless to say i had to mot my car and then drive it to lookers newcastle for the 4th recall it was passed for mot and sent to get fixed its has allways had elm issues its had3 streering wheels

i filled it up with ad blue got the 2 keys the booklet and the parcel shelf put the 200 miles worth of fuel in it on returning it

the guy at lookers went out and checked the milage as i had a lift of someone parked next to it

he took the millage and i asked him if it was ok he said yes and he showed me that it was signed off after a few minutes

i was aware of wheel rash and a small dent in the rear door passenger side

i am wanting help to understand what the return policy is because i am now suspened from the site i had ring up motability opperation to disscuse the issue

i have applied for gdpr sar on the data they have on me its been 3 months of been passed from pillar to post

they are saying that every pannel was damaged even the mirrows were hanging off the direct line insurance said it was ok but didnt know were it was

motbility says i had dropped it else were sliver link vw group

i have cctv recordings of it the day before it was took back i had the rac out to check it over as it had smoke comming out of the bonnet and a low coolant light on the dash along with eml light on and a warring on flat tyre 2 psi down and other issues

the rac man was happy for me to drive it to claer the gernic codes i have all the emails and texts

to cut to the chase i did not damgage what they said basically every thing on the car, nsf pannels osf pannels i have got photos and cctv footage but for some reason they are not releasing there the footage and by law they must

and i have read that soon as they sign it off it not my problem

i have had to go over the hire cars with the company they used and tick all the boxes of all the damage before and after i have used it and i have never had any issues with hire company

i have ptsd and mental heath issues as well a hart diease and diabetes

i can afford to pay for the damage if i have done it but i have nt

am not even interested in the scheme even though i paid a big lump sum upfront and give them my entitlement for 42 months and paid the tax on fuel 44000 miles

i have kept people empoloyed at the garge and insurance company as well as motabily and the opperations as well as the people who made the car as well as the dealership

i dont know what i have done but i can prove it was not the damage for sure

i only want to clear my name

its was late friday on a bank hoilday week end and the guy that signed it off was not the person that contacted me any help would be appreciated

thanks andy

Albus_Scope · August 15

Hey there @SHEdevil666 and welcome to the community.

That sounds like quite the rollercoaster there, I'm sorry they're making things so hard for you. I'd suggest getting some legal advice regarding all of this as I fear it's not something we could comfortably help with.

MW123 · August 15

@SHEdevil666

Firstly, welcome to the community.

It is clear that you have taken all the appropriate steps, arranging an RAC inspection, securing CCTV footage and photographs, and maintaining detailed records of communication. These actions significantly strengthen your position. If Motability or the dealership are withholding footage or providing conflicting accounts regarding the alleged damage, you are entitled under the UK GDPR to request full disclosure of all data held about you. This includes inspection reports, internal correspondence, and any visual evidence.

Given the delay and apparent deflection in response to your Subject Access Request, it would be appropriate to escalate the matter as a formal complaint. When doing so, ensure you include a clear and concise timeline of events, your supporting documentation, and a specific request for resolution. You may also consider engaging Motability’s dispute resolution service or seeking independent legal advice should the issue remain unresolved. However, based on the strength of your evidence, it is reasonable to expect a satisfactory outcome through the formal complaints process.

The fact that the vehicle was signed off at the point of return, and that you hold documentation verifying its prior condition, substantially undermines any retrospective claims of damage. Your intention to protect your reputation is fully understandable and entirely legitimate. I wish you all the best with this.

WelshBlue · August 15

Great post above by @MW123

I hope you get to clear your name, all sounds pretty suss from the dealer onwards

When my wife was on DLA we returned a car to Motability. 6 months later she was receiving letters from West Yorkshire police to name the driver who was caught on camera speeding 3 times. That took longer to sort out than it really should have in retrospect

Wouldn't be so bad but the furthest North I've gone is Manchester 😁

SHEdevil666 · August 23

thank you for your help

i have contacted lookers newcastle vw

only to be told that it was explianed to me months ago about the damage to my car but its now has more damage on one area and no damage where it had ?

i have 11 pionts off damage on one report over the phone all logged and recored with referance numbers then it went up to 13 all refs and recored now its 10 with the parcel shelf missing ?

iam still yet to recive any subject access request dating back from may i have sent lots of reminders all on my email account

i have been offered by motabilty to escalate the promble but iam confussed because they were telling me to contactact direct line insurance to deal with it

who said that the car was ok and ring up the dealership in newcastle who told my to ring up motabilty who said i have to ring the insurance again who then told me that they have been instructed that motabilty opperation s that the car was damaged but they dont know were it is ?

then statered to asked me questions that at best were very confusing and missleading me to the point i had to ask him if he was taking advantage of me due to my vonerbility and leading me into a false sence of surcurity in which he replies if it comes to that futher down line and it turns out i have then am sorry

all of which will be obtainable as its recored

the problem is that it is now 3 months now that i requested that i wanted my sar gdpr footage and i am still no fruther i have been asked to travel 11 miles each way to seee the man at lookers that has sent me some derogatory replys

via email basically saying the he is judge jury and executioner and his word is god

all i ask for is the pictures of the car time stamped and dated when i droped the car off

as i know that i would never return the car in the various states that they said

i have no idea why iam been subjected to this and i would have paid the excess on the damage via insurance if it was true

it is really effecting my mental health and proba;;y other issues i have

i am now getting the money for the car paid to me but if i log in into the motability account am still not able to to place a new app;ication as there is an issue with my current lease

that needs resolved

my lease ended in may 23 2025?

sorry about the long winded reply i just want a straight reply to the reason

i should not be expected to do all the investigating and research as i am not cappable of doing its not fair or wright i am dylexic so sorry if this is so hard to understand

thank you all andrew

MW123 · August 23

@SHEdevil666

This endless loop of being told to “ring the dealer,” “ring Direct Line Insurance,” “ring us back” is a dereliction of Motability’s duty of care. As both the lessor and scheme operator, Motability Operations must take charge of their own process.

They are the legal owner of the vehicle and the party with whom you hold a direct contract. That places the full responsibility for resolving this dispute fairly, transparently and conclusively squarely with them. They cannot act as a passive intermediary between you and their suppliers. They owe you a direct duty of care, to investigate the conflicting claims, demand conclusive evidence from Lookers, and deliver a clear resolution.

Any failure by their agents, whether in documentation, conduct or communication, reflects directly on Motability’s obligations. The contractual duty does not dilute across suppliers. It concentrates with the lessor.

You have already undertaken more investigation than should ever have been required. It is now Motability Operation’s duty to assume full ownership, review the facts thoroughly and clear your name. As for your Subject Access Request submitted in May, they were legally obliged to respond within one calendar month. You may wish to escalate this breach to the Information Commissioner’s Office.

If I were in your position, I would make it clear that you will not engage further with the garage or the insurer. That responsibility lies with Motability, not with you. I would also ask them to formally acknowledge the impact this prolonged failure is having on your mental health, as part of their duty to safeguard scheme participants.

motabilty car scheme return policy inspection on my car signed off after 42 months

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