Partially upheld: unfair charges for vehicle damage complaint against CA AUTO FINANCE UK LTD
Financial Ombudsman decision DRN-6292780 of 2026-05-21T00:00:00+00:00. unfair charges for vehicle damage complaint against CA AUTO FINANCE UK LTD. Outcome: Partially upheld.
Decision detail
| Reference | DRN-6292780 |
|---|---|
| Decision date | 2026-05-21T00:00:00+00:00 |
| Firm | CA AUTO FINANCE UK LTD |
| Product | hire purchase agreement |
| Claim type | unfair charges for vehicle damage |
| Outcome | Partially upheld |
| Remedy | CA AUTO FINANCE UK LTD ordered to waive charges for: Rear Tyre L, Rear Tyre R, Front Tyre L, Inner Sill Trim, and Interior B-Post Trim L |
Summary
Mr B complained about charges CA imposed after he returned a financed used car in July 2025. The car was six years old with 52,000 miles when supplied in July 2022. CA charged for damage beyond fair wear and tear, but Mr B disputed £724.17 of remaining charges after some were waived. The ombudsman applied BVRLA guidance proportionately to the vehicle's age and mileage, upholding charges for C-Post panels and Sill Panel damage but ordering removal of charges for two tyres (recently MOT'd) and two interior trim panels (lacking sufficient evidence of damage). The complaint was partially upheld.
The Ombudsman's reasoning
The ombudsman applied BVRLA guidance but adjusted it proportionately for the vehicle's age and mileage. For the C-Post panels and Sill Panel, the damage (dents exceeding 10mm and scratches exposing primer/base metal) exceeded fair wear and tear standards even accounting for age. However, the tyre charges were unjustified as the car had recently passed MOT and showed only slight cracking within legal requirements. The interior trim charges lacked sufficient photographic evidence of damage meeting the guidance standards.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| CA AUTO FINANCE UK LTD, all decisions | 226 | 55% |
Source
Read the original decision on the Financial Ombudsman Service website