Not upheld: Unsatisfactory quality of goods supplied under consumer credit agreement complaint against CA AUTO FINANCE UK LTD (trading as FCA Automotive Service United Kingdom)

Decision detail

Summary

Miss E purchased a used four-year-old car with 52,000 miles under a PCP agreement with CA AUTO Finance in March 2023 for £15,595. She complained in October 2025 that the vehicle had suffered catastrophic engine failure after experiencing AdBlue faults and other issues during her ownership, and had spent over £1,500 on unsuccessful repairs. The ombudsman applied the Consumer Rights Act 2015, which implies goods must be of satisfactory quality at supply, assessed by reference to age, mileage, and price for used cars. The ombudsman found that the vehicle had successfully completed approximately 30,000 additional miles over more than two years after supply, and there was insufficient evidence to establish that the engine failure or earlier reported issues were present or developing at the point of supply. Accordingly, the complaint was not upheld and no remedy was ordered.

The Ombudsman's reasoning

The ombudsman applied the Consumer Rights Act 2015, which implies that goods must be of satisfactory quality at the point of supply. For used cars, satisfactory quality is assessed considering age, mileage, and price. The ombudsman found insufficient evidence to establish that the engine failure or earlier reported issues (AdBlue warnings, oil pressure issues) were present or developing at the point of supply. The vehicle successfully completed approximately 30,000 additional miles over more than two years after supply, which weighs against the proposition that a serious inherent defect existed at supply. The absence of independent expert evidence, engineering reports, or diagnostic assessments linking earlier concerns to the eventual engine failure meant the ombudsman could not conclude the vehicle was of unsatisfactory quality at supply. The manufacturer recall, while noted, did not establish that the particular vehicle was affected or that it caused the engine failure.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website