Upheld: PCP / HP mis-selling complaint against LEASYS UK LTD
Financial Ombudsman decision DRN-5970226 of 2025-11-26T00:00:00+00:00. PCP / HP mis-selling complaint against LEASYS UK LTD. Outcome: Upheld.
Decision detail
| Reference | DRN-5970226 |
|---|---|
| Decision date | 2025-11-26T00:00:00+00:00 |
| Firm | LEASYS UK LTD |
| Product | Motor finance (PCP / HP) |
| Claim type | PCP / HP mis-selling |
| Outcome | Upheld |
| Remedy | Waive the £1,200 service charge. If already paid by Mr M, refund the charge with 8% simple interest per year from the date of payment until the date of settlement. |
Summary
Mr M leased a car from Leasys from March 2022 to February 2025 under a Personal Contract Hire agreement. Upon return, Leasys charged £1,200 for missing service history, despite Mr M providing digital evidence of completed services two days after inspection. Leasys initially agreed the charge was unfair but proposed reducing it to £600 due to one delayed service. The ombudsman upheld the complaint, finding that Leasys should have accepted the evidence and that the delayed service charge was unfair given the low mileage (5,200 miles) and minimal impact on the vehicle. Leasys was ordered to waive the entire £1,200 charge with 8% interest if already paid.
The Ombudsman's reasoning
The ombudsman agreed with the investigator that Leasys should have accepted Mr M's evidence of completed services. Regarding the delayed first service (three months late), while a late service charge could be justified, the ombudsman found it unfair given the low mileage (5,200 miles) and minimal impact on the vehicle's condition or resale value. The ombudsman considered that some flexibility is reasonable in these circumstances.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| LEASYS UK LTD, all decisions | 30 | 45% |
| PCP / HP mis-selling, all decisions | 2,654 | 20% |
| Motor finance (PCP / HP), all decisions | 19,455 | 38% |
Source
Read the original decision on the Financial Ombudsman Service website