Two-year-old DPF claim

The consumer’s issue:

“I bought a car, and after two years, I experienced problems with the diesel particulate filter (DPF). A friend of mine had a similar issue and she was successful in her claim, and the DPF filter was replaced as a result. I am seeking for the entire cost of the car to be refunded to me, as I deem this car to have been mis-sold, and I was not made aware of the possible DPF issues.”

The accredited business’ response:

  • The vehicle was declared new at first registration, and the relevant paperwork was provided to show this.
  • The consumer had the vehicle for over two years and had driven nearly 15,000 miles problem-free, thereby indicating that the car was of satisfactory quality and fit for purpose.
  • This two years of trouble-free motoring would suggested that the vehicle was suitable for the consumer’s requirements, and we do not accept that the car was mis-sold to the owner.

The adjudication outcome:

  • The evidence provided to The Motor Ombudsman adjudicator did not demonstrate that the vehicle suffered from an inherent fault with the DPF at the point of sale.
  • The adjudicator noted that the vehicle had been driven for approximately two years before the claim was made.
  • He therefore decided that there was no evidence of wrongdoing by the business and could not rule in the customer’s favour.


  • The customer and accredited business accepted the outcome as recommended by The Motor Ombudsman adjudicator and the case was closed.