Upheld: irresponsible lending / supply of goods not of satisfactory quality complaint against CA Auto Finance UK Limited
Financial Ombudsman decision DRN-6318710 of 2026-04-30T00:00:00+00:00. irresponsible lending / supply of goods not of satisfactory quality complaint against CA Auto Finance UK Limited. Outcome: Upheld.
Decision detail
| Reference | DRN-6318710 |
|---|---|
| Decision date | 2026-04-30T00:00:00+00:00 |
| Firm | CA Auto Finance UK Limited |
| Product | motor finance agreement |
| Claim type | irresponsible lending / supply of goods not of satisfactory quality |
| Outcome | Upheld |
| Remedy | 1. End the finance agreement and collect the van at no cost to Mr H. 2. Reimburse van hire costs incurred from September 2025 until settlement with 8% simple annual interest. 3. Pay £150 compensation for distress and inconvenience. 4. Remove any adverse credit file information relating to the agreement. |
Summary
Mr H purchased a used van under a finance agreement with CA Auto Finance in July 2025 for £12,000. In September 2025, he complained about mechanical issues including AdBlue injector and NoX sensor faults. CA Auto Finance rejected his complaint, and the dealer only vaguely offered to 'help out' with repairs, later formally committing to repairs in February 2026. The ombudsman found the van was not of satisfactory quality when supplied and upheld Mr H's complaint, ordering CA Auto Finance to end the agreement, collect the van, reimburse van hire costs with interest, pay £150 compensation, and remove adverse credit file information.
The Ombudsman's reasoning
The ombudsman found that the AdBlue injector and NoX sensor faults were most likely present or developing when the van was supplied, making it not of satisfactory quality. The dealer's vague offer to 'help out' was not a proper commitment to repair, and the delayed formal offer in February 2026 came too late. Given Mr H had not used the van since September 2025 and had incurred additional costs, rejection of the van was the fair and reasonable remedy rather than repair.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| CA Auto Finance UK Limited, all decisions | 3 | 67% |
Source
Read the original decision on the Financial Ombudsman Service website