Not upheld: unsatisfactory quality of goods and mis-selling of finance agreement complaint against Black Horse Limited

Decision detail

Summary

Mr K purchased a used car through a hire purchase agreement with Black Horse in August 2025 and complained about multiple faults appearing within days, alleged mis-selling of the finance agreement, a falsified service book, and lack of disclosure about the car's previous disabled ownership status. The supplying dealer repaired the reported faults, and Black Horse paid £150 compensation. The ombudsman found that the repairs were effective, the service book was genuine (verified through mileage records and garage confirmation), the finance agreement was not mis-sold (as Mr K received all required information), and there was no legal requirement to disclose the previous ownership status. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman applied the Consumer Rights Act 2015, which implies that goods supplied under a hire purchase agreement must be of satisfactory quality. The ombudsman found that while Mr K reported various faults, the supplying dealer completed repairs that addressed the issues. The ombudsman reviewed video evidence of the doors and found them to be operating normally. The TPMS warning light was explained by the owner's manual as potentially being affected by temperature or atmospheric pressure changes. The service book was verified as genuine through alignment of mileage records with MOT history and confirmation from garages that services were completed. The finance agreement was not mis-sold as Mr K was provided with all required pre-contract information and signed confirmation of receipt. The previous disabled ownership status had no legal requirement for disclosure and did not affect the car's value or history.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website