An update: I have raised a formal complaint with the Financial Ombudsman, as policies which inform financial decisions are still ‘contractual’. Motability Operations can change policy, but this should not be retroactive. The policy of being able to buy the car at the end of the term caused financial decision to be made, for example, you may have chose a higher spec vehicle and paid for optional extras or higher AP.
I want to see what the FOS say about this, as if the policy did lead you to make a financial choice (to spend more), then there is some recourse in this respect.
