Not upheld: administrative delays and provision of incorrect information in voluntary termination process complaint against CA Auto Finance UK Ltd (trading as Fiat Financial Services)

Decision detail

Summary

Mr M complained about delays and incorrect information when requesting voluntary termination of his hire purchase agreement with CA in June 2025. After initially providing incorrect figures on 16 July, CA corrected them on 13 August showing 50% of additional loan due. Mr M proposed a six-month repayment plan on 15 August, but CA's response on 23 August did not acknowledge this proposal. The vehicle was eventually collected in October after further delays related to windscreen damage. The ombudsman found that CA did not act unfairly in its response times, had previously informed Mr M of payment plan options, and was not responsible for delays caused by the collection company or windscreen damage, therefore not upholding the complaint.

The Ombudsman's reasoning

The ombudsman found that while there was back and forth communication to clarify the negative equity position, CA did not act unfairly in its response times. Although Mr M's request for a payment plan should have been acknowledged, CA had previously informed him of this option and asked if he wished to proceed under the stated terms. The ombudsman did not hold CA responsible for delays caused by the collection company or the windscreen damage, as these were outside CA's direct control, though CA did chase the collection company when Mr M complained.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website