Hasn’t it always been the case that you don’t get a Good Condition Bonus if you surrender a car before the minimum 3 years? I thought that all you got back was a pro rata refund of the Advanced Payment. The GCB and cost of any optional extras was always lost.
Given the high cost of replacement parts such as car keys these days, personally I agree that if someone has lost something that is integral to the vehicle (which keys and parcel shelves would be) then it isn’t unreasonable for Motability to deduct the cost of replacements from the GCB.
Motability are overly generous with what they consider ‘wear and tear’ to be, due to the potential for increased damage from mobility aids etc, but missing components is a different matter.