Watchdog: Ombudsman rules in favour of Picasso owner
Reader wins £4,400 claim against Citroen after protracted dispute with company
![](https://mediacloud.carbuyer.co.uk/image/private/s--fZBKK2IN--/f_auto,t_primary-image-mobile@1/v1579628605/carbuyer/unp20auto20exp203240020ralph20ferneyhough2008_0.jpg)
Taking your case to the Financial Ombudsman is a last resort after all other avenues of redress have been exhausted. It can be a long and arduous process, but if you’ve got a solid case, it might just be worthwhile. That’s what Ralph Ferneyhough, from Corwen, Denbighshire, found after the Ombudsman ruled in his favour over a faulty Citroen Grand C4 Picasso.
Our sister publication Auto Express first reported on Ralph’s issues in September 2014. They assisted him in getting a replacement car from Citroen after electrical faults affected the car’s Bluetooth, parking sensors and the instrument panel.
Unfortunately for Ralph, the new car wasn’t free of problems. A rattling dash plus issues with the eMyWay sat-nav system and the driver’s door window all caused concern, and left him feeling helpless. After trying – and failing – to get repairs or answers from either Swansway Citroen Chester or Citroen customer services, Ralph decided it was time to take his case to the Financial Ombudsman.
It was a wise move as, after a hearing, the Ombudsman ruled in his favour. Ralph will have his original £2,500 cash deposit and his trade-in allowance of £600 refunded to him, plus three months of finance payments, £200 compensation and the cost of the technical inspection. The payout totals £4,400.
Ralph told us that while this didn’t fully reimburse him for costs and inconvenience, it was a good result. He added: “I can’t continue this fight any longer. I’ve spent 20 months fighting this case, and never had the full enjoyment of the car. Now, I just want to move on. I’m picking up a new Skoda Superb Estate next week.” He continued: “I’ve been a Citroen driver for 28 years. No more. I, and my family, will never go near a PSA car again. Its customer support has been shocking.”
A Citroen spokeswoman told us: “We always aim to find the best outcome for our customers. On the rare occasion where we haven’t been able to come to a resolution, we will of course respect the decision of the Financial Ombudsman Service and act in accordance with its recommendations.”
Recommended
Most Popular
![Carbuyer best new car deals hero](https://mediacloud.carbuyer.co.uk/image/private/s--aBcch64K--/f_auto,t_card-mobile@1/v1689946769/carbuyer/2023/07/Carbuyer%20best%20new%20car%20deals%20header.jpg)
Best new car deals 2024: this week’s best PCP finance offers
![Porsche Macan 4S Electric front quarter](https://mediacloud.carbuyer.co.uk/image/private/s--C-Jmy4Us--/f_auto,t_card-mobile@1/v1721129781/carbuyer/2024/07/New%20Porsche%20Macan%20Electric%20models-5.jpg)
Porsche Macan Electric now £2,600 cheaper thanks to new entry-level model
Tips & advice
![Charging station](https://mediacloud.carbuyer.co.uk/image/private/s--sSQy5Ks7--/f_auto,t_card-mobile@1/v1614171671/autoexpress/2021/02/Hyundai%20EV%20charging.jpg)
Electric car charging stations: public networks, charger types, apps and maps
![PCP vs HP](https://mediacloud.carbuyer.co.uk/image/private/s--xeaU8GDA--/f_auto,t_card-mobile@1/v1579618960/carbuyer/2017/09/vwcv_northampton_132.jpg)