Partially upheld: Goods and services under S75 complaint against V12 Retail Finance Limited
Financial Ombudsman decision DRN-5864252 of 2025-11-10T00:00:00+00:00. Goods and services under S75 complaint against V12 Retail Finance Limited. Outcome: Partially upheld.
Decision detail
| Reference | DRN-5864252 |
|---|---|
| Decision date | 2025-11-10T00:00:00+00:00 |
| Firm | V12 Retail Finance Limited |
| Product | Motor finance (PCP / HP) |
| Claim type | Goods and services under S75 |
| Outcome | Partially upheld |
| Remedy | End hire purchase agreement with nothing further to pay; collect car at no cost to Mr K; reimburse deposit of £10,000 plus 8% simple interest from date of payment until settlement; pay £250 compensation for distress and inconvenience; remove adverse credit file information relating to the agreement |
Summary
Mr K purchased a used car via hire purchase with V12 Retail Finance in August 2024, expecting it to include a cherished plate shown in the original advertisement. The car arrived with a different registration plate and Mr K reported multiple defects including a loose bumper, electrical issues, and alignment problems. After the dealer's repair attempt in October 2024 proved insufficient, an independent inspection in March 2025 confirmed remaining faults. The ombudsman partially upheld the complaint, rejecting the cherished plate claim as the correct registration was shown in all pre-purchase documentation, but upholding the quality complaint and ordering the agreement be ended with the deposit reimbursed plus £250 compensation.
The Ombudsman's reasoning
The ombudsman found that while the car had faults making it not of satisfactory quality under the Consumer Credit Act 2015, the cherished plate issue did not warrant compensation because the registration number was clearly shown in all documentation before Mr K entered the agreement, giving him the opportunity to decide whether to proceed. The ombudsman upheld the investigator's recommendation that Mr K should be able to reject the car after one repair attempt had failed to fully resolve the issues. The £250 compensation was considered fair as the faults, while frustrating, did not prevent use of the car and most were rectified in October 2024.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| V12 Retail Finance Limited, all decisions | 35 | 27% |
| 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