Your Motability Scheme dealer is an important part of your lease. They’ll help you choose your car, they’ll service it, and they can investigate mechanical issues.
But they are not the fastest route for every question or warning light. And if you contact your dealer for things a partner can fix more quickly, you might end up waiting longer than you need to.
This guide helps you choose the right support first time.
- Quick checks before you call your dealer
- When you should contact your dealer
- When to not contact your dealer first
- Common situations and the best first contact
- A final check that saves time for everyone
Quick checks before you call your dealer
When something pops up on your dashboard or does not feel quite right, do these three quick steps first:
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Check the dashboard message and warning light colour: Red usually means check it straight away. Amber means check it as soon as possible. If there is no warning light, that is often a good sign the car is OK, especially for minor concerns.
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Check your digital handbook: Many cars now have a digital handbook in the infotainment screen. It explains what warnings mean and how features work. Ask your dealer to show you where it is during your handover.
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Take a photo or screenshot of the message: If a warning disappears, a quick photo helps your dealer (or the right partner) advise you without guessing.
If you still have a clear concern after these steps, then it is time to contact the right place.
When you should contact your dealer
Servicing and MOT
Your dealer handles your scheduled servicing and your MOT when it is due. You can check your service date in your online account.
Top tip: For routine servicing and repairs, try to give your dealer as much notice as possible. If you give them at least three weeks’ notice, they’ll try to give you one of their courtesy cars.
Mechanical faults and diagnostics
If something sounds wrong, drives differently, or a warning light suggests a mechanical issue, your dealer can investigate. They may use diagnostics, which means plugging the car into their equipment to read fault codes.
Help them to help you:
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If the issue is intermittent, try to note what was happening when it occurred, like speed, temperature, and whether the car was cold or warm
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Bring a photo of any dash message or warning light
Find your nearest Motability Scheme dealer.
Faults: when to go in, and when to wait
It is best to visit the dealer when there is a demonstrable concern, not just a one off moment that has not happened again. If the fault is intermittent, it helps if you can replicate it for them.
If it has happened multiple times, do not worry about replicating it on the day. Tell them it has repeated, share your screenshots, and explain the pattern.
Software updates that must be done in a workshop
Not every software update needs a dealer visit. Many updates happen “over the air”, through the car’s own connection.
You usually only need a dealer if:
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The update is described as only available in workshops, or you are asked to arrange a dealer visit
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The car or manufacturer contacts you to book it in
When to not contact your dealer first
Tyres and tyre pressure warning lights (TPMS)
A tyre pressure warning light is one of the biggest reasons people call their dealer. But it often means a tyre simply needs air.
What to do first:
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Check the tyre pressures and inflate them to the correct level
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If the warning stays on, or you suspect a puncture, book a tyre check or repair with Kwik Fit. You can book online with your local Kwik Fit centre
Tyre repairs and replacements are usually handled by Kwik Fit.
Not sure how to check your tyre pressure? Watch this quick guide from our partner, RAC.
Windscreen chips and cracks
If you have a chip or crack, contact Autoglass on 0344 387 7639 or book online. It is covered and they handle the repair process.
The key thing is not who fixes it. It is how quickly you act, because small damage can get worse.
Breakdowns and getting you moving again
If you break down, contact RAC Motability Assist on 0800 73 111 73 or report your breakdown online. They are set up to get to you quickly, repair at the roadside where possible, or recover you.
If your car is off the road, there are options to keep you mobile, like a temporary replacement vehicle or taxi support depending on your situation.
Insurance questions or accidents
For insurance queries, or if you have had an accident and damage needs checking, contact Direct Line Motability on 0300 037 3737 or report the issue in your online account.
EV home chargepoint problems
If you have a home chargepoint installed through the Scheme and it develops a fault, contact your chargepoint installer directly.
Common situations and the best first contact
“A warning flashed up, but it went away”
Start with:
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Take a quick photo if you can
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Check your digital handbook for what it means
Then:
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If it was red, or it returns repeatedly, contact your dealer
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If it was tyre related, contact Kwik Fit or RAC first
“My tyre pressure light is on”
Start with:
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Check and inflate tyre pressures
Then:
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Contact Kwik Fit if it stays on or you suspect a puncture
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Call RAC if you are on the road and cannot drive safely
“My wipers are streaking”
Start with:
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Clean the blades and windscreen, and top up screenwash
Then:
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If wipers are split or smearing badly, speak to your dealer at your next visit, or when it becomes a safety issue. Dealers may only replace when there is a fault, not just because it is time to change them.
“My key fob is weak”
Start with:
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Check for a low battery warning in the car
Then:
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If there is a warning or the fob is not working, contact your dealer. They may only replace the battery when there is a clear issue.
“My car’s infotainment is confusing”
Start with:
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Use your infotainment system to open the digital handbook
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Check the infotainment guide for help with settings, connectivity, and features
Then:
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If something is genuinely not working, contact your dealer with a clear description and any photos
Continuous mobility and courtesy cars
If your car is off the road because of a breakdown, accident or theft, we’ll help you stay mobile. This might be with a courtesy car, a hire car or other travel support.
If you get a hire car or replacement vehicle, remember:
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You are responsible for using it correctly, returning it on time, and handling any charges that apply
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If you need a courtesy car for planned work, give your dealer as much notice as possible
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If anything is damaged, report it as soon as it happens
Before you call your dealer, ask yourself:
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Is this a breakdown or roadside issue: If yes, contact RAC
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Is it tyres or tyre pressure: If yes, start with tyre pressures, then Kwik Fit
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Is it glass: If yes, contact Autoglass
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Is it insurance or accident damage: If yes, contact Direct Line Motability
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Is it a clear mechanical issue, service, MOT, or a workshop only software update: If yes, contact your dealer
Choosing the right contact first time usually gets you back on the road faster. And it helps your dealer focus on the work only they can do.
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