I am currently in a dispute with Marsh Finance regarding the rejection of a vehicle under the Consumer Rights Act 2015. After an independent inspection identified 25 faults, including a safety-critical steering failure, I have attempted to exercise my statutory right to reject.
Despite the vehicle being unroadworthy and dangerous, I have been met with stalling tactics. I was incorrectly told that I must pay 50% of the finance to return the car (confusing a statutory rejection with Voluntary Termination) and told I must wait 8 weeks for a response. Under the Consumer Rights Act, a remedy must be provided within a "reasonable time" and "without significant inconvenience." Making a customer pay for and keep a dangerous vehicle for 2 months is neither reasonable nor legal.
I have now escalated this to the Financial Ombudsman Service and Trading Standards. I am disappointed that a finance company would prioritize an 8-week internal process over the immediate safety of their customer.
Advice to others: Know your rights under the Consumer Rights Act 2015 before signing with this company.
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We’re a family owned independent motor finance company, who has been established and lending to the public since 1973.
