Upheld: Goods and services under S75 complaint against Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions
Financial Ombudsman decision DRN-6306613 of 2026-06-18T00:00:00+00:00. Goods and services under S75 complaint against Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions. Outcome: Upheld.
Decision detail
| Reference | DRN-6306613 |
|---|---|
| Decision date | 2026-06-18T00:00:00+00:00 |
| Firm | Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions |
| Product | Motor finance (PCP / HP) |
| Claim type | Goods and services under S75 |
| Outcome | Upheld |
| Remedy | Novuna must: (1) collect the car with no further monthly payments required; (2) cancel the hire purchase agreement with nothing further to pay; (3) refund 10% of monthly payments made July to December 2025; (4) pay simple interest at Bank of England base rate + 1% on all refunds from date of payment to settlement; (5) pay £450 compensation for distress and inconvenience; (6) pay the £150 goodwill payment previously offered. Total compensation £600. Settlement within 28 days with additional interest if delayed. |
Summary
Mr D complained that a car supplied under a conditional sale agreement with Novuna was of unsatisfactory quality. The ombudsman issued a provisional decision on 8 June 2026 finding the complaint should be upheld, which both parties subsequently accepted. The final decision upholds the complaint and orders Novuna to collect the car, cancel the agreement, refund 10% of monthly payments with interest, and pay £600 in total compensation (£150 goodwill payment plus £450 for distress and inconvenience). Settlement must be completed within 28 days.
The Ombudsman's reasoning
The ombudsman upheld the complaint based on findings set out in the provisional decision. The car was of unsatisfactory quality, making it unfit for purpose under the conditional sale agreement. Both parties accepted the provisional decision's reasoning, and the ombudsman confirmed the same conclusions applied in the final decision.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions, all decisions | 4 | 25% |
| 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