The consumer’s issue:
“After a buying the car, I realised that there was a problem with how it was driving. At certain speeds, it was very jerky. I took it to a franchise dealer who said it was an issue with the low pressure fuel sensor and they replaced it. I then contacted the warranty provider and they said that this part wasn’t covered. When I read the policy terms, I noticed that it does not state if the component is or is not covered. Under the title “Fuel System”, there is a list of numerous items such as a “Fuel Pressure Regulator”. The car clearly wasn’t fit for purpose, and if I had thought for one moment that the warranty provider would decline the claim, then I would have gone back to the dealer who sold it to me.”
The accredited business’ response:
- The consumer had a guarantee which provided a contribution towards repair costs for the listed components.
- However, on this occasion, the failed component was not listed, and therefore, the guarantee was not applicable.
The adjudication outcome:
- The Motor Ombudsman adjudicator did not uphold the customer’s complaint.
- In the terms of the warranty, it states that the guarantee sets out to protect against the cost of repairs resulting from the failure of the components specifically listed.
- The faulty component was not listed in the terms as being covered.
