Real cases, summarised factually — the lender made each decision.
Case studies
From our case files
A short, factual summary of three completed cases: what the customer reported, what our independent inspection found, and what the finance provider decided. The decisions in every case were taken by the lender, not by us.
Every case starts with the same thing: independent evidence about your vehicle.
Case studyCars and vans held on a conditional-sale or loan agreement
Responsibility passed between dealer, broker and lender
MotoNovo Finance
What the customer reported
The customer believed the vehicle had been faulty when supplied and asked for it to be taken back. The request was passed between the dealer, the broker and the finance provider, and after several months no party had accepted responsibility for making a decision.
What we did
We took the case on at the customer's request and arranged a full independent inspection assessment of the vehicle.
The inspector's findings were written up as a signed CPR 35 report with an evidence pack, and added to the customer's written complaint.
We reviewed each reply the customer received, kept the case file up to date and reissued the evidence wherever further information was requested.
What happened
The finance provider accepted the rejection and arranged its own transport to collect and return the vehicle, so the customer did not have to move the car themselves.
Decision taken by the finance provider
Case studyVehicle supplied by a franchised car dealership
Repeated repairs, and modified engine software
Zopa Finance
What the customer reported
The vehicle was returned to the supplying dealership several times for the same faults. Each visit closed without a lasting fix, and the customer reported the car being returned in a worse condition than when it was left with them.
What we did
We arranged an independent inspection assessment and reviewed the repair history alongside the vehicle's condition.
The assessment identified that the engine control unit software had been modified away from the manufacturer's standard calibration — a finding the repair records on their own did not show.
The signed report and evidence pack were prepared for the customer to put to the dealership and the finance provider.
What happened
The finance provider accepted the rejection of the vehicle.
Decision taken by the finance provider
Case studyVehicle held on a hire-purchase style agreement
A complaint that stalled, then escalated
Moneybarn Finance
What the customer reported
The customer's rejection request had been open for several months without a clear decision, and the information they asked for arrived slowly.
What we did
We arranged an independent inspection assessment and produced a signed CPR 35 report covering the faults, the evidence relied on and the inspector's reasoning.
The evidence pack supported the customer's complaint to the finance provider.
When the complaint remained unresolved, it was referred to the Financial Ombudsman Service.
What happened
After the referral, the finance provider reconsidered the case, accepted the rejection and refunded the customer's monthly payments in full for the previous seven months.
Decision taken by the finance provider
How to read these case studies
Each summary describes one vehicle with its own evidence and its own agreement. Nothing on this page is a promise, prediction or guarantee of a similar result, and no case should be read as a guarantee of rejection, a refund or any effect on a credit file.
We arrange the independent inspection, produce the signed report and evidence pack, and keep the case file in order. We do not decide outcomes, and we do not negotiate with a lender on a customer's behalf — any complaint or rejection request is made by the customer.
If your finance provider accepts the rejection, it may deduct an amount for the use you have had of the car (such as mileage added) and for any damage that occurred while it was in your possession. These are matters between you and your finance provider, and our service does not include negotiating them.
Our fixed fee of £295 is payable when we take on your case. It pays for arranging an independent vehicle inspection assessment, the signed report and an evidence pack you can present to your finance provider. Transportation and storage, where required, are arranged and charged separately.
The summaries are written by our own team from our case records and published with the customer's agreement. Names, registrations and other identifying details have been removed, and the finance providers did not review or approve these accounts.
MotoNovo Finance, Zopa Finance and Moneybarn Finance are trade marks of their respective owners. Those companies are not connected with us and have not endorsed our service.
You do not have to pay for help. You can complain free of charge to your dealership or finance provider, and refer an unresolved complaint to the Financial Ombudsman Service. See your free options.
We are an independent vehicle inspection and technical evidence service. We arrange independent vehicle assessments, provide the signed report, review your documents and repair history, and explore relevant consumer and credit protections alongside the evidence, including under the Consumer Rights Act 2015, the Consumer Credit Act 1974 and the Financial Conduct Authority's rules on how lenders must treat customers and handle complaints. Our support concerns the technical findings and evidence relevant to possible repair or rejection; we do not determine your legal entitlement to a remedy. We are not solicitors, we do not give legal advice, and we are not a claims management company. We do not represent you, negotiate with your lender or make decisions on your behalf; any complaint or rejection request is made by you.
