I can’t relate to your experience because mine with the grants team was great. Did they not send you a form where you fill out our needs and how your condition affects you etc? I would call back and speak to someone else. You have to relate your illness and needs to a car you require and not necessarily you can’t afford to run a car. They gave me a list of cars in the class they decided they would pay towards and if on mean tested benefits you won’t have to provide bank statements etc. Call and speak to someone else but first list your needs, IE a sub because you can’t get in and out of the car, a reversing camera because you can’t turn head fully, number of seats depending on the number of people in the family, hobbies etc.