Upheld: unsatisfactory quality of goods - lack of durability complaint against Stellantis Financial Services UK Limited
Financial Ombudsman decision DRN-6352152 of 2026-05-12T00:00:00+00:00. unsatisfactory quality of goods - lack of durability complaint against Stellantis Financial Services UK Limited. Outcome: Upheld.
Decision detail
| Reference | DRN-6352152 |
|---|---|
| Decision date | 2026-05-12T00:00:00+00:00 |
| Firm | Stellantis Financial Services UK Limited |
| Product | hire purchase agreement |
| Claim type | unsatisfactory quality of goods - lack of durability |
| Outcome | Upheld |
| Remedy | End hire purchase agreement with no further liability for Miss G; Stellantis to collect car at no cost; remove adverse credit file entries; refund deposit (less any dealer contribution); refund 10% of payments made from supply to 14 March 2025 and from 23 April 2025 to collection date; reimburse diagnostic costs from November 2025; apply 8% simple yearly interest on refunds from date of payment to refund date; pay £100 compensation for distress and inconvenience within 28 days (plus 8% interest if paid late) |
Summary
Miss G purchased a new car through a hire purchase agreement with Stellantis in May 2023. From August 2024 onwards, the car experienced multiple electrical faults affecting windows, air-conditioning, sensors, and safety systems. Despite multiple dealership visits and repair attempts, the issues persisted. An independent diagnostic in November 2025 identified a 12v battery issue and sensor misconfiguration. The ombudsman upheld the complaint, finding the car lacked sufficient durability for a brand-new vehicle, making it unsatisfactory quality when supplied. The failed repair attempt triggered the consumer's right of rejection under the Consumer Rights Act 2015. Stellantis was directed to end the agreement, collect the car, refund the deposit and 10% of payments, reimburse diagnostic costs, and pay £100 compensation.
The Ombudsman's reasoning
Under the Consumer Rights Act 2015, goods must be of satisfactory quality when supplied, with durability being a key consideration for brand-new vehicles. Although the specific faults (12v battery issue) appeared after 12 months, the reasonable expectation for a new car is that it be free from defects for a considerable period. Multiple electrical issues occurring after approximately one year and 10,000 miles indicates insufficient durability, making the car unsatisfactory quality when supplied. The single chance of repair provision applies to the first attempted repair regardless of fault type. As the dealership's repairs failed to resolve the issues, Miss G has the right to reject the car.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Stellantis Financial Services UK Limited, all decisions | 185 | 58% |
Source
Read the original decision on the Financial Ombudsman Service website