Wow! That is a disgrace.
<p style=”text-align: left;”>I am so sorry this happened to you. I had applied in september and a case manager rang me in January saying in 5 days I would receive an email, I never received it so I emailed in March saying I didn’t receive it. 3 days later she rings me and says ‘you were sent the letter’ and I said no I wasnt that is why I emailed to find out if I’m being awarded one so I know if I can order a car or not. She said ‘ it was sent’ 15 minutes after I receive the letter with today’s date (the date of our call) so she obviously did forget to do the letter and send me it. She was rude, dismissive and more to me when I said your letter says medium car and large suv but you only listed large suvs which my child couldn’t access. She kept dismissing everything I said didn’t want to listen.</p>
So I logged a complaint, as I didn’t want anyone else experiencing what I did. A complaints manager rang me and I explained the situation to her, she agreed it would be silly for me to be given a grant for a large suv that my child cannot access. She assigned me a new case manager who asked me to go try a ford puma with a motability specialist, which i did and there was no head room or leg room, she said she spoke to motability at ford and they confirmed the car was not suitable.
I told her I was at volkswagen they had a cancellation of a troc so she said I could use the grant for that and she was granting the original amount I was given but to use it for a small suv as she knows a large suv isn’t suitable.
It definitely depends on what case manager you get as the original one was absolutely awful to me.
In my complaint I said the grants department was stressful and didn’t align with motability’s values. I said motability say to pick cars that are suitable and comfortable for your disability but the grants team think they know best and don’t listen to your opinions or concerns.
I am glad I put a complaint in hope it helps not put another family through such a daunting process