Article

Stellantis Financial Services UK Limited: The Mishandling of a Customers' Vehicle Repossession

Have you experienced the same?

ADVICIFAS

May 14, 2025

Introduction

In recent months, a series of unfortunate events has unfolded surrounding Stellantis Financial Services UK Limited and the treatment of a customer during the vehicle repossession process. The customer, whose identity is protected, experienced a troubling series of discriminatory actions, poor communication, mishandling of legal processes, and breaches of data protection. These issues were compounded by Stellantis Financial Services’ failure to properly address and resolve complaints that were raised prior to the repossession, leading to what can only be described as a mismanagement of customer rights.

This article explores the core issues that arose during the repossession process, identifies the legal and ethical violations that occurred, and discusses the broader implications for consumers who may find themselves in similar situations with Stellantis Financial Services UK Limited.

Background: The Repossession Incident

The customer entered into a finance agreement with Stellantis Financial Services UK Limited for the purchase of a vehicle. However, due to financial difficulties, the customer missed payments, which led to the initiation of repossession proceedings. While it is clear that the repossession action itself was in line with the terms of the finance agreement, the process was marred by significant missteps by Stellantis Financial Services UK Limited, both in their treatment of the customer and their handling of complaints.

1. Discriminatory Treatment and Unprofessional Behaviour

One of the most concerning aspects of the situation was the discriminatory remarks and unprofessional conduct exhibited by Stellantis Financial Services staff. In one particularly egregious instance, a representative referred to the customer using the derogatory term “*spaka*”—a deeply offensive slur associated with ableism and insulting remarks about intelligence. This behaviour is unacceptable in any customer service interaction and suggests a failure on the part of Stellantis Financial Services to properly train staff on professional conduct and the importance of treating all customers with dignity and respect.

In addition, during a phone call, a colleague from Stellantis Financial Services laughed when the customer explained their vulnerable financial and personal situation. The customer had tried to explain their circumstances and the difficulties they were facing, yet instead of offering empathy or understanding, the representative mocked the customer’s distress. This callous response not only adds to the serious concerns about how vulnerable individuals are treated but also indicates a complete lack of sensitivity on the part of Stellantis Financial Services when dealing with clients in difficult situations.

Further exacerbating the situation, the same representative went on to threaten the customer that if the overdue payment was not made immediately, they would report the vehicle as stolen. This threat was not only inappropriate but also deeply distressing to the customer, as it is legally and ethically unjustifiable to make such threats without following due process. Such actions are a clear violation of the Equality Act 2010, which requires that customers, particularly those who are vulnerable, are treated with respect, fairness, and dignity.

2. Failure to Address Complaints: The Unresolved Case

The customer’s complaints, which were raised multiple times, went unanswered and were ignored by Stellantis Financial Services UK Limited. Even when the customer escalated their grievances, Stellantis did not provide adequate responses. The failure to engage with the customer’s concerns not only breached basic standards of customer service but also violated FCA regulations.

Under the Financial Conduct Authority’s (FCA) Dispute Resolution (DISP) rules, financial institutions are required to acknowledge complaints and provide a final response within eight weeks. Stellantis Financial Services failed to do so, resulting in an unresolved issue that contributed directly to the repossession. This delay in addressing complaints further undermines consumer trust and demonstrates a lack of due diligence in handling customer relations.

Moreover, the failure to halt repossession proceedings while complaints were being investigated further exacerbated the situation. According to consumer protection laws, repossession actions should not proceed when a valid complaint is under review, especially when the complaint involves the fairness and legality of the process itself.

3. Mishandling of Legal Powers: The Writ of Control

The repossession process was further complicated by the improper use of legal powers. Stellantis Financial Services UK Limited sought a writ of control, which allowed for the removal of the vehicle due to non-payment. However, the writ was issued without full compliance with the necessary regulations, including the provision of correct and accurate information to the customer.

One of the key issues was the incorrect handling of the customer’s address, which resulted in crucial legal notices being sent to the wrong address. This not only made it difficult for the customer to respond but also violated their right to be properly informed of any legal action taken against them. By failing to ensure the accuracy of communication, Stellantis Financial Services breached important regulations governing fair treatment and transparency, further deepening the customer’s sense of injustice.

4. Breach of Data Protection and “Loss of Call Recording”

Another troubling aspect of the case was the loss of crucial evidence. A call recording that could have served as an important record of communication between the customer and Stellantis Financial Services was lost. This failure to maintain and protect customer records is a violation of data protection laws, including the General Data Protection Regulation (GDPR).

The customer’s right to access personal data is a fundamental protection under GDPR. The loss of this call recording undermines the customer’s ability to prove their case and defend their interests. Additionally, this breach calls into question the bank’s internal data management processes and highlights the need for financial institutions to adhere strictly to data protection standards.

5. Lack of Transparency and Communication

Throughout the repossession process, Stellantis Financial Services UK Limited failed to provide clear, timely, and transparent communication. Despite numerous attempts by the customer to reach out for clarification, Stellantis did not provide adequate responses or guidance. This lack of communication left the customer feeling vulnerable and uncertain about their rights.

Under regulatory guidelines, financial institutions are expected to maintain a transparent dialogue with customers, especially when issues related to repossession and financial distress are involved. Stellantis’ failure to communicate effectively further compounded the customer’s frustration and diminished the trust that is crucial for any customer relationship.

6. Suppression of Complaints: The Injustice of Unanswered Grievances

Perhaps most concerning of all was the suppression of complaints by Stellantis Financial Services UK Limited. Instead of engaging with the customer’s grievances in a transparent manner, the company actively ignored or downplayed the seriousness of the complaints. This behaviour not only perpetuates a cycle of poor customer service but also raises significant ethical concerns about the company’s commitment to consumer protection.

Legal Implications and Consumer Rights

Stellantis Financial Services’ actions have clear legal implications, particularly under the Consumer Credit Act 1974 and the Financial Conduct Authority’s (FCA) regulations. The FCA’s rules mandate fair and transparent treatment of all customers, especially those facing financial hardship. Furthermore, the Equality Act 2010 prohibits discrimination in all business dealings, and the company’s mistreatment of the customer clearly violates these provisions.

The Data Protection Act 2018, which incorporates GDPR, also holds Stellantis accountable for any mishandling of personal data. The loss of call recordings and improper handling of customer information further compound the company’s legal failings.

Conclusion: Holding Stellantis Financial Services UK Limited Accountable

The events surrounding the repossession and mistreatment of this customer by Stellantis Financial Services UK Limited illustrate serious lapses in regulatory compliance and customer service. From discriminatory conduct to the failure to resolve complaints in a timely manner, mishandling of legal proceedings, and breaches of data protection laws, Stellantis’ actions have caused significant distress for the affected individual.

The company must take immediate action to address these issues, review its complaint handling processes, and ensure that staff are properly trained to handle sensitive situations, particularly when vulnerable customers are involved. Stellantis Financial Services UK Limited must also ensure full transparency, compliance with all applicable regulations, and fair treatment of all customers moving forward.

Consumers facing similar challenges should be aware of their rights under UK consumer protection laws, and regulatory bodies, such as the Financial Ombudsman Service and the Financial Conduct Authority, must hold the company accountable for these failings.

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