Financial Ombudsman Service
Discussion
Following the prescribed pathway, after Land Rover Financial Services (Blackhorse), rejecting my rejection of a new Land Rover Discovery 5, I appealed to the Financial Ombudsman Service in January 2019. They (an adjudicator) rejected my appeal in July 2019 and so appealed that rejection in July 2019. I have been waiting ever since. I do follow it up every couple months but keep being told that I am in the queue, waiting for an Ombudsman to review my appeal. There was a small flurry of emails and phone calls in Aug 20, requesting some more info, but ever since I've been back in the queue. I am now nearly 2 years since my original complaint. I would be keen to know if any others are facing this same timescale? How can this timescale of delay represent a functional organization?
I couldn't live with the vehicle so I took the hit and traded it at 18mths old against another new Discovery 5. My claim appears not to be affected whether I still have the vehicle or not. I just had to submit a revised remedy, which I based on my reasonable financial loss, circa £11k.
The original vehicle suffered badly from oil dilution, requiring a £400 oil change every 4-6k miles. My nearest dealer is also 75miles in the wrong direction. I do a high daily mileage and needed a reliable vehicle and luckily I had the financial ability to take the hit on the trade-in.
I know it is not unique to Land Rover, but their customer service was really shocking to deal with! They knew about the problem but obviously took the decision to deny. The oil dilution affected a lot of MY17-18 vehicles. Unfortunately I bought mine just before they rewrote their service mileage statements and discontinued the affected engine! Don't buy a MY17 or 18 Disco 5 with the 3.0 Td6, 258hp engine!
The original vehicle suffered badly from oil dilution, requiring a £400 oil change every 4-6k miles. My nearest dealer is also 75miles in the wrong direction. I do a high daily mileage and needed a reliable vehicle and luckily I had the financial ability to take the hit on the trade-in.
I know it is not unique to Land Rover, but their customer service was really shocking to deal with! They knew about the problem but obviously took the decision to deny. The oil dilution affected a lot of MY17-18 vehicles. Unfortunately I bought mine just before they rewrote their service mileage statements and discontinued the affected engine! Don't buy a MY17 or 18 Disco 5 with the 3.0 Td6, 258hp engine!
Qwerty911 said:
I couldn't live with the vehicle so I took the hit and traded it at 18mths old against another new Discovery 5. My claim appears not to be affected whether I still have the vehicle or not. I just had to submit a revised remedy, which I based on my reasonable financial loss, circa £11k.
The original vehicle suffered badly from oil dilution, requiring a £400 oil change every 4-6k miles. My nearest dealer is also 75miles in the wrong direction. I do a high daily mileage and needed a reliable vehicle and luckily I had the financial ability to take the hit on the trade-in.
I know it is not unique to Land Rover, but their customer service was really shocking to deal with! They knew about the problem but obviously took the decision to deny. The oil dilution affected a lot of MY17-18 vehicles. Unfortunately I bought mine just before they rewrote their service mileage statements and discontinued the affected engine! Don't buy a MY17 or 18 Disco 5 with the 3.0 Td6, 258hp engine!
Surely to god if your doing high miles and need reliability you wouldnt even look at a landrover???The original vehicle suffered badly from oil dilution, requiring a £400 oil change every 4-6k miles. My nearest dealer is also 75miles in the wrong direction. I do a high daily mileage and needed a reliable vehicle and luckily I had the financial ability to take the hit on the trade-in.
I know it is not unique to Land Rover, but their customer service was really shocking to deal with! They knew about the problem but obviously took the decision to deny. The oil dilution affected a lot of MY17-18 vehicles. Unfortunately I bought mine just before they rewrote their service mileage statements and discontinued the affected engine! Don't buy a MY17 or 18 Disco 5 with the 3.0 Td6, 258hp engine!
Also why would the oil change have to be done at a main dealer? i'm sure a local independent garage could do one for half that price?
The Disco suits my non-work country lifestyle. My previous Disco 4 did 110k miles without any major fault.
I do have the backup of my wife's ultra reliable, extremely cheap to keep, VW Golf!
The vehicle shouldn't have needed these oil changes. Many owners don't realise their early model vehicles are affected by this issue, because if they do low miles, are close to a LR dealer and bought MY17-mid18 car, LR just give them free oil changes and say nothing. Mine was one of few vehicles produced after a certain date and literature change, where LR stated that the expected service interval was dependent on driver behavior! This made me ineligible for the free oil change!
I do have the backup of my wife's ultra reliable, extremely cheap to keep, VW Golf!
The vehicle shouldn't have needed these oil changes. Many owners don't realise their early model vehicles are affected by this issue, because if they do low miles, are close to a LR dealer and bought MY17-mid18 car, LR just give them free oil changes and say nothing. Mine was one of few vehicles produced after a certain date and literature change, where LR stated that the expected service interval was dependent on driver behavior! This made me ineligible for the free oil change!
Edited by Qwerty911 on Thursday 31st December 11:49
FWIW said:
Zzzz
And whats that meant to mean?If i needed a car that is reliable and capable of doing high miles i would be looking at a toyota landcruiser rather than a JLR offering.
And you havent explained why an indy garage couldnt do an interim oil change - its hardly rocket science!
Qwerty911 said:
Following the prescribed pathway, after Land Rover Financial Services (Blackhorse), rejecting my rejection of a new Land Rover Discovery 5, I appealed to the Financial Ombudsman Service in January 2019. They (an adjudicator) rejected my appeal in July 2019 and so appealed that rejection in July 2019. I have been waiting ever since. I do follow it up every couple months but keep being told that I am in the queue, waiting for an Ombudsman to review my appeal. There was a small flurry of emails and phone calls in Aug 20, requesting some more info, but ever since I've been back in the queue. I am now nearly 2 years since my original complaint. I would be keen to know if any others are facing this same timescale? How can this timescale of delay represent a functional organization?
They are extremely busy at the moment, I deal with the FOS from an Insurance company point of view, not unusual for the average case to go well over a year if one party doesn’t agree with an adjudicator and escalates to Ombudsman review.I don’t think there’s any other solution beyond them increasing the staff they have.
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