Upheld: goods not of satisfactory quality (mould and faulty heater in brand-new car) complaint against Motability Operations Limited
Financial Ombudsman decision DRN-6058524 of 2026-04-09T00:00:00+00:00. goods not of satisfactory quality (mould and faulty heater in brand-new car) complaint against Motability Operations Limited. Outcome: Upheld.
Decision detail
| Reference | DRN-6058524 |
|---|---|
| Decision date | 2026-04-09T00:00:00+00:00 |
| Firm | Motability Operations Limited |
| Product | Motor finance (PCP / HP) |
| Claim type | goods not of satisfactory quality (mould and faulty heater in brand-new car) |
| Outcome | Upheld |
| Remedy | Motability Operations Limited to pay Miss D £100 compensation for inconvenience and anxiety caused by the car not being of satisfactory quality. Miss D advised that if she wishes to pursue rejection of the car, she should instruct an independent engineer to inspect it and, if further faults are identified as present or developing at point of supply, bring a new complaint to Motability. |
Summary
Miss D complained that a brand-new car supplied by Motability under a hire agreement in January 2025 was not of satisfactory quality, citing a faulty heater, mould on windows, tyre pressure warning light issues, and a punctured tyre caused by a metal rod. Motability rejected the complaint, arguing that the heater and mould issues were resolved quickly and that the puncture was not their responsibility. The ombudsman upheld the complaint, finding that the presence of extensive mould and faulty heater in a brand-new car breached the Consumer Rights Act 2015 requirement for goods to be of satisfactory quality, and that these defects caused Miss D worry, anxiety, and inconvenience. The ombudsman rejected liability for the punctured tyre as there was no evidence the metal rod was present at point of supply. Motability was ordered to pay £100 compensation.
The Ombudsman's reasoning
Under the Consumer Rights Act 2015, the supplier must ensure goods are of satisfactory quality. A reasonable person would expect a brand-new car to be free from defects such as mould and faulty heater switches. Although the supplying dealership resolved these issues quickly, the presence of extensive mould in a brand-new car is not acceptable and indicates the car was not supplied in the condition it should have been. This caused Miss D worry, anxiety, and inconvenience. The punctured tyre caused by a metal rod could not be attributed to Motability as there was no evidence the object was present at point of supply.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Motability Operations Limited, all decisions | 253 | 18% |
| Motor finance (PCP / HP), all decisions | 18,521 | 38% |
Source
Read the original decision on the Financial Ombudsman Service website