I have never encountered someone who has 0 empathy. My child has scoliosis, Edward syndrome, amongst many other complex needs and when I told her she needs a car that is comfortable for her needs it’s not a want it is essential to limit her pain. She told me ‘I don’t base the grant of comfort’ amongst the other things she has said that have been mind-blowing to me. Completely lacks common sense when hearing how my child cannot get herself into a car without assistance especially not a high one she would need lifted into it which is something i couldn’t lift her into as it is too high for me and she is petrified of a hoist. She told me ‘there is plenty small suvs without an AP’ upon checking there was actually only 3 auto suvs without an AP which boots were not big enough. I wish I knew how to complain because the amount of comments she made that showed lack of care or understanding of an individual with a disability was mindboggling
I feel for you having to go through all this. However I’d order the car and get confirmation of the order before complaining. Even then unless unless there is any papertrail she could just say you are lying!
If you wan’t to complain you can by emailing “complaint@motability.org.uk” Speaking with your MP may be useful if you haven’t already done so.
Personally I wouldn’t put my self through it, if putting the order through goes smoothly, which I believe it will.
Looking around on the forum, you will see numerous comments where the grants team haven’t taken the claimants needs into account or don’t take essential things into account that are important. So your not alone!