@Sarah if your not happy with the managers decision, you can take it a step higher and esculate your complaint by contacting the chief exec within 7 days. Getting help from your MP can also often help.
Making a complaint about a charitable grant decision
In cases where you remain dissatisfied with the final review, you are able to escalate your complaint, within seven days, to the Chief Executive Officer.
Write to: Charitable Operations, Motability, Warwick House, Roydon Road, Harlow, CM19 5PX
Email: complaint@motability.org.uk.