Hi
Just an update to my complaint I made on Saturday 13 April and got a reply this morning…
“Thank you for the enquiry form you sent us on 13 April 2024 regarding our recent policy changes.
I am very sorry to hear that you are unhappy that we no longer offer the option to purchase your vehicle at the end of the lease. I do appreciate that this is disappointing as you were hoping to keep the vehicle within your household.
The main reason for us making this change is because one of the fundamentals of the Motability Scheme is to support customers with worry free motoring, and the best way to do this is via a fully rounded lease package. To ensure we align to this value, we have changed our policy to no longer provide purchase prices to our customers.
I would like to assure you that Motability Operations takes all feedback seriously and I have made a record of your email on our records. However, if you remain dissatisfied, please let us know and we can arrange for a letter to be sent outlining your escalation route, which would be the Financial Ombudsman Service.
I understand this may not be the answer you were hoping for today, so if you would like to discuss this further please contact our Customer Experience Team by phone 0300 456 4566, or by using our Live Chat 8am to 7pm Monday to Friday, and 9am to 5pm Saturday.
Kind regards”
Is it worth requesting escalation as mentioned at the end?? As this change policy has been made during my lease period but I don’t know if Motability previously had it written in the policy whether you could purchase the vehicle at the end of lease period.
