Spotting a scam: How we issue refunds and payments

Unscrupulous fraudsters and scammers are looking for opportunities to trick people into sharing important financial information. To help keep you safe, we wanted to explain how we make payments and issue refunds so that you can spot a potential scam.

Scammers are often very insistent and persuasive in their approach, so it’s no surprise that so many of us fall victim to their tactics, be it via the phone, email, text or by post. Even the most trusted brands, such as the Motability Scheme, may be used to try and deceive you.

You may, for example, receive a phone call from someone claiming to be from the Scheme and wanting to discuss an overdue payment, or asking for your bank details over the phone to make a payment to you. A scammer may even claim to be contacting you from a government agency to discuss a fake issue about your mobility allowance.

Please be reassured that we will never phone, text or email you to ask you to make a payment to us – our Customer Services team will always write to you first and ask you to call in if any payment is due. Advisors may also ask you for your postcode or first line of address to ensure we’re speaking to the correct person before discussing your lease. 

How we issue payments to customers

We know how important it is to feel safe and secure when dealing with your finances. Currently, we issue refunds and payments in two ways. If you have a Motability Scheme online account, you can save your bank details to receive any future payments or refunds by bank transfer. To do this, log in or create an account and go to ‘My payment details’ within the ‘Personal details’ section.

Please be reassured we will only ever use your bank details to make payments or refunds to you, and your details will be encrypted and held securely once you save them in your account.  Our advisors cannot see, amend or update your bank details over the phone either – they can only delete them. 

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Don’t have an account? Find out more here

Alternatively, if you do not save your bank details within your account, we will issue any payments or refunds by cheque.

Early Good Condition Bonus payment

You may have seen our recent news article which explains that because customers are taking such good care of their vehicles, we’re able to pay £350 of your Good Condition Bonus early. You might also receive an email from us explaining how you could receive this payment by bank transfer with a Motability Scheme online account.

If you save your bank details in your online account by 24 October 2022, we will automatically make this payment to you by bank transfer. Payments will start from late October and will take around three weeks, but we cannot tell you exactly when you will receive your payment.

If we don’t have your bank details by 24 October 2022 we will automatically make the payment by cheque which should arrive before the end of this year.  We can’t pay cheques early, so please don’t contact us by phone to request this.

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