I cannot add anything useful with the individual problem you have had however I fully agree Motability is not what it was. Large profits, high salaries for top staff and poorer service to users. They have high satisfaction ratings but that is unsurprising given the volume of customers. More interesting would be the satisfaction ratings where things go wrong – how they resolve problems not just how they supply vehicles – most people are in a good mood when they get a new car!
I won’t bore everyone with my sagas other than to say they have included the RAC when travelling abroad and in the UK and replacement vehicles due to waiting months for parts. After months of arguing, I wrote a very long letter to the Charity (as they have oversight for the “purpose”) of the Operational team. No response. I suggested that they were on a path where they would one day look back and wonder where it all went wrong.
Perhaps it is time for MPs to review the organisation again and possibly to allow a competitor to be set up.