Partially upheld: quality of goods and poor customer service complaint against Stellantis Financial Services UK Limited

Decision detail

Summary

Mr J purchased a used car via finance from Stellantis in August 2024 and experienced multiple issues including pulling to the right, excessive vibration, and mechanical faults. Although some repairs were completed, Mr J claimed issues persisted and new faults emerged. The ombudsman found the car was initially faulty but insufficient evidence supported continuing faults, as Mr J declined an offered independent inspection. However, the complaint was partially upheld due to Stellantis's failure to respond to complaints and poor customer service, with compensation increased to £300.

The Ombudsman's reasoning

The ombudsman found the car was initially faulty based on the breakdown report and remedial work, but determined there was insufficient evidence of continuing faults. The ombudsman noted that Mr J could reasonably have accepted the offered independent inspection and that without such inspection, there was insufficient evidence of ongoing faults. However, the ombudsman agreed that Stellantis failed to engage with Mr J and provide proper customer service, which warranted compensation for distress and inconvenience.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website