Not upheld: unsatisfactory quality of goods supplied; dispute over refund amounts complaint against Black Horse Limited (trading as Land Rover Financial Services)
Financial Ombudsman decision DRN-6257559 of 2026-04-30T00:00:00+00:00. unsatisfactory quality of goods supplied; dispute over refund amounts complaint against Black Horse Limited (trading as Land Rover Financial Services). Outcome: Not upheld.
Decision detail
| Reference | DRN-6257559 |
|---|---|
| Decision date | 2026-04-30T00:00:00+00:00 |
| Firm | Black Horse Limited (trading as Land Rover Financial Services) |
| Product | car finance (hire purchase agreement) |
| Claim type | unsatisfactory quality of goods supplied; dispute over refund amounts |
| Outcome | Not upheld |
| Remedy | The ombudsman confirmed Black Horse's original offer was fair and appropriate: (1) refund of deposit; (2) refund of all monthly payments made; (3) simple yearly interest at 8% on payments from date paid to date of refund; (4) £200 distress and inconvenience payment; (5) end of agreement with no further payments required; (6) removal of adverse credit file data relating to the agreement. |
Summary
Miss D purchased a new car from Black Horse under a hire purchase agreement in March 2025. One week after supply, the front wheel came off the car. Black Horse upheld her complaint and offered to allow rejection of the car with refunds of deposit and payments plus £200 compensation. Miss D disputed whether she received all refunds owed and brought the complaint to FOS. The ombudsman found Black Horse's original offer was fair and declined to police the payment mechanics, determining this was outside FOS remit and should be pursued through court if necessary.
The Ombudsman's reasoning
The ombudsman determined that Black Horse's original offer to allow rejection of the car, refund deposits and payments, and pay £200 for distress and inconvenience was fair. The ombudsman declined to police the mechanics of how Black Horse paid the refunds, as this is not within the FOS remit. The ombudsman noted that conflicting information had been received about what had been paid and stated that if Miss D disputes whether the offer has been fully actioned, she should take the matter to court rather than rely on FOS to enforce payment mechanics.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Black Horse Limited (trading as Land Rover Financial Services), all decisions | 1 | 0% |
Source
Read the original decision on the Financial Ombudsman Service website