Seeking Advice – Motability Refusal to Extend Our WAV Lease Despite Exceptional Circumstances

Degfamily
Degfamily Online Community Member Posts: 1 Listener
edited October 28 in Transport and travel

Hi everyone,

We’re reaching out for advice and support after receiving a final decision from Motability refusing to extend our lease.

Our family currently has a VW Caravelle WAV, which has been heavily adapted for our daughter’s specific needs. It took almost two years from ordering to delivery, largely due to the widespread vehicle shortages during Covid.

We live around 30 minutes from our daughter’s school, and we made the decision not to use the taxi transport service because our daughter suffers with epilepsy. Having a safe and familiar vehicle is essential for her wellbeing and peace of mind — both for her and for us as parents.

The VW Caravelle has proven to be a safe, practical, and family-friendly vehicle, which also allows our two older sons to travel together with their sister. It plays a huge role in our family life and in maintaining a sense of normality.

When we chose the Caravelle, it was a major financial commitment, but we did so because we believed — and were informed at the time — that extensions of up to 7 years for WAVs were available. That understanding was part of our decision-making process, as we wanted long-term stability for our daughter’s transport.

Unfortunately, our request for an extension has been declined, and the tone of the response felt very dismissive and lacking in empathy, given our circumstances.

To make things more difficult, the next-generation replacement vehicle from VW hasn’t yet gone into production, so there isn’t a suitable alternative available when our current lease ends.

We would be really grateful for any advice or experiences from others who may have been through something similar, or for guidance on how best to challenge or appeal Motability’s decision, as we feel this situation doesn’t reflect the spirit of the scheme.

Thank you so much for reading and for any support you can offer.

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Comments

  • MW123
    MW123 Scope Member Posts: 1,614 Championing

    @Degfamily

    Firstly, welcome to the community.

    I am so sorry you’re in this difficult situation. It’s clear how much thought and care went into selecting a vehicle that meets your daughter’s needs and supports your family’s wellbeing. Facing this kind of disruption, especially after acting in good faith with the understanding of a long term arrangement, must feel incredibly frustrating and unfair.

    First, you have the right to ask Motability for a formal review of their decision, especially if you were under the clear impression that the lease could run for up to seven years. This expectation was a key part of your planning, and it’s a valid reason to challenge the refusal.

    If their response doesn’t resolve the issue, you can escalate it to Motability’s Complaints Team. This process is separate from customer service, so make sure you request it explicitly.

    Once you receive Motability’s Final Response, if the situation isn’t resolved, you can take the matter to the Financial Ombudsman Service. While the Ombudsman can’t force Motability to offer a specific vehicle, they can recommend compensation, procedural changes, or ask Motability to reconsider if the decision is deemed unfair.

    Your complaint to the Ombudsman should focus on the financial aspects of the contract, specifically, the belief at the time of entering the lease that the vehicle could be kept for up to seven years. If this expectation shaped your decision to enter the lease, it’s a valid basis for challenging the refusal.

    Finally, it’s crucial that all correspondence and complaints are kept in writing. This way, you’ll have a clear record of what was said and when. From what you’ve shared, it seems you entered into the lease with a genuine understanding of a seven year term. It’s deeply unfair for Motability to let that belief influence such an important decision, only to withdraw the stability it offered to your daughter and your family.

    Wishing you all the best as you pursue this, and I genuinely hope that common sense and compassion are exercised when your case is reviewed.

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