The consumer’s issue:

The consumer purchased a used ’17-plate SUV from a dealership in September 2021 for around £22,000. In March 2022 and a year later, the consumer took their vehicle to the dealer for its annual service and MOT, and on both occasions, there was a leak from the fuel filter housing when they collected their car. The business confirmed that the issue had occurred due to a faulty seal at the first service, whilst it was suggested that human error may have been the cause in 2023.

The business repaired both issues free of charge so as not to leave the consumer out of pocket. However, in light of what had happened, and to bring their dispute to a close, the customer was seeking an apology, an improved quality check after work had been carried out, customer service training for the dealership’s team members, and compensation for the fault occurring in two consecutive years.

The case outcome:

In 2022, the ombudsman reviewed the evidence after the previous adjudication decision was disputed by the consumer, which showed that the business replaced a hose clip that connected the fuel systems together as part of the service, and also changed the fuel filter at this time.

After the leak was reported, an investigation by an independent third party found that the pipe to the fuel filter had come adrift, as it was not secured correctly as part of the service, which caused the issue.
In 2023, the documentation showed that the fuel filter was also changed at this service. As the consumer found another leak two days after, the vehicle was inspected by the dealership, and it was found the seal around the water sensor had come adrift which resulted in the problem occurring.

The ombudsman remarked that the water sensor is normally removed as part of the fuel filter replacement, and is cleaned. If the seal was defective at the time of the service, then this would have been noticeable. As such, the ombudsman concluded that it seemed more likely than not that the seal was damaged as part of the fuel filter replacement.

Conclusion:

After reviewing all of the evidence for the work carried out in both 2022 and 2023, it was determined by the ombudsman that it was not completed using reasonable care and skill, therefore constituting a breach of the Service and Repair Code, meaning the complaint was upheld in the consumer’s favour.