Partially upheld: Goods and services under S75 complaint against RCI Financial Services trading as Mobilize Financial Services
Financial Ombudsman decision DRN-6292114 of 2026-06-29T00:00:00+00:00. Goods and services under S75 complaint against RCI Financial Services trading as Mobilize Financial Services. Outcome: Partially upheld.
Decision detail
| Reference | DRN-6292114 |
|---|---|
| Decision date | 2026-06-29T00:00:00+00:00 |
| Firm | RCI Financial Services trading as Mobilize Financial Services |
| Product | Motor finance (PCP / HP) |
| Claim type | Goods and services under S75 |
| Outcome | Partially upheld |
| Remedy | RCI must: (1) Pay £150 for distress and inconvenience if not already paid; (2) Refund 10% of monthly repayments pro rata from when the car broke down until the courtesy car was returned; (3) Pay simple interest at 8% yearly on the refund from date of payment to date of refund. |
Summary
Mr M purchased a new car under a hire purchase agreement with RCI in April 2025. After five months, the car developed a DC-DC convertor fault. Mr M requested to reject the car, but RCI proceeded with repairs without his consent. The ombudsman found that while the car was of unsatisfactory quality when supplied, Mr M's right to reject had expired after 30 days, entitling RCI to one repair attempt. The complaint was partially upheld to award compensation for the inadequate courtesy car and distress caused, but Mr M remains liable for all ongoing costs associated with the vehicle.
The Ombudsman's reasoning
The ombudsman applied the Consumer Rights Act 2015, which provides a 30-day right to reject goods. After this period, a business is entitled to one opportunity to repair before considering rejection. As the fault was identified after five months, RCI were entitled to attempt repair regardless of Mr M's consent. The repair was therefore a fair resolution. However, the courtesy car was not equivalent to the original vehicle, justifying a partial refund of monthly repayments.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| RCI Financial Services trading as Mobilize Financial Services, all decisions | 1 | 50% |
| Goods and services under S75, all decisions | 19,872 | 36% |
| Motor finance (PCP / HP), all decisions | 19,840 | 38% |
Source
Read the original decision on the Financial Ombudsman Service website