Completely agree here with kezo. Sue put in a complaint, I didn’t get my local mp involved but I did get in contact with her and she said if needed she will issue a letter to them.
I did mention that they would be hearing from my mp but I didnt even need to get a letter from her because the person who rang me dealing with the complaint actually listened to what I was saying, and said she would listen to my calls and read the rest of the info I provided. She did then assign me a case manager in her team and that case manager did mention 2 large suvs which I told her was on my original letter and weren’t suitable I need a smaller suv, so she recommended trying the puma she then spoke to the specialist I dealt with at ford confirming the car was unsuitable then she spoke to volkswagen were my original order was cancelled. Then contacted me to confirm same grant amount I got given for large suv to cover a smaller sized one.
Spoke to volkswagen yesterday he said case manager rang him and asked him is the troc a small suv he said he believes it’s medium as the tcross is smaller (boot was too small) and he said the troc was a trim down from tiguan, he said she agreed and that checking her information it says it fell under the medium category that was originally on my letter and she apologised to him for the original case manager cancelling it.
Definitely go ahead with the complaint it seems to get you further! And will probably help them change the way they do things so others don’t have such a stressful time