Not upheld: Goods and services under S75 complaint against Moneybarn Limited
Financial Ombudsman decision DRN-5252758 of 2025-07-14T00:00:00+00:00. Goods and services under S75 complaint against Moneybarn Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-5252758 |
|---|---|
| Decision date | 2025-07-14T00:00:00+00:00 |
| Firm | Moneybarn Limited |
| Product | Motor finance (PCP / HP) |
| Claim type | Goods and services under S75 |
| Outcome | Not upheld |
| Remedy | No additional remedy ordered. Moneybarn's previous offer of £100 for complaint handling delay stands. |
Summary
Miss M purchased a used car via conditional sale agreement with Moneybarn in March 2024. Shortly after acquisition, the engine management light illuminated and she obtained unauthorised repairs from an independent garage. In July 2024, she complained to Moneybarn about oil leaks, timing belt issues, and engine problems. Moneybarn commissioned an independent inspection which found no faults present or developing at point of supply. The ombudsman upheld Moneybarn's position, finding the car was of satisfactory quality given its age and mileage, and that Miss M's unauthorised repairs prevented the firm from exercising its right to inspect and repair the vehicle.
The Ombudsman's reasoning
The ombudsman applied the Consumer Rights Act 2015 satisfactory quality standard, considering the car's age (seven years), mileage (56,600 miles), and price. While acknowledging faults were identified and repairs undertaken, the ombudsman found the independent inspection report credible and reliable, showing no faults present or developing at point of supply. The ombudsman noted Miss M's unauthorised repairs prevented Moneybarn from exercising its right to inspect and repair, and concluded the car met the standard a reasonable person would find acceptable given its age and mileage.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Moneybarn Limited, all decisions | 55 | 23% |
| Goods and services under S75, all decisions | 19,153 | 37% |
| Motor finance (PCP / HP), all decisions | 19,455 | 38% |
Source
Read the original decision on the Financial Ombudsman Service website