Not upheld: PCP / HP mis-selling complaint against Oodle Financial Services Limited

Decision detail

Summary

Mr S complained that Oodle unfairly terminated his hire purchase agreement after he missed payments due to family matters, unpaid leave, and travel expenses. Oodle issued a Default Notice in June 2025 and agreed to a payment plan in July 2025 when Mr S explained his financial difficulties. When Mr S failed to pay the agreed arrears portion in August 2025, Oodle terminated the agreement. The ombudsman found Oodle acted fairly, having shown forbearance by agreeing to a realistic plan, properly issuing the Default Notice, and having sufficient grounds to terminate when the plan was immediately broken given the significant arrears history.

The Ombudsman's reasoning

The ombudsman found that Oodle showed forbearance by agreeing to a realistic payment plan after Mr S disclosed financial difficulties. The Default Notice was properly sent and likely received, as evidenced by Mr S contacting Oodle before the deadline. When Mr S immediately broke the agreed payment plan by not paying the arrears portion, combined with the significant arrears history and the unsatisfied Default Notice, Oodle had sufficient grounds to terminate. The ombudsman noted Oodle had shown forbearance on multiple prior occasions and that termination was a fair response to the broken plan.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website