Published decisions
30,198
Product-specific decision volume in the public corpus
Product analysis
Consumer Credit complaint analysis
A public view of how Consumer Credit performs in the published Financial Ombudsman decisions dataset, including volume, outcome mix, firm exposure, and recurring complaint themes.
Upheld rate
41.6%
12,559 upheld decisions
Page summary
30,198 published FOS decisions in Consumer Credit, with upheld-rate context, firm exposure, complaint themes, advisory patterns, and representative cases.
Published decisions
30,198
Product-specific decision volume in the public corpus
Upheld rate
41.6%
12,559 upheld decisions
Latest published decision 18 Aug 2026
How to use this page
Read the metrics first, then the ranked view.
The top-line cards show scale and outcome context. The ranked view and representative decisions show where the slice is concentrated and what the published decision set actually looks like.
Published decisions
30,198
Product-specific decision volume in the public corpus
Upheld rate
41.6%
12,559 upheld decisions
Leading firm
Shawbrook Bank Limited
1,507 decisions
Leading complaint theme
Affordability Assessment Failure
4,840 tagged decisions
Consumer Credit in the ombudsman corpus
Analysis30,198 published decisions in this corpus sit within Consumer Credit. 41.6% of those decisions were upheld, which makes this a useful public category page for spotting where complaint outcomes have tended to land.
Shawbrook Bank Limited is the single biggest firm exposure inside Consumer Credit in the published decision set. Affordability Assessment Failure is the leading complaint theme in the same category.
- Latest year in the product series: 2026
- Leading precedent signal: Consumer Credit Act 1974
- Advisor uphold-risk signal: medium
How the product moved over time
AnalysisConsumer Credit has a multi-year decision trail in the corpus, which makes it possible to compare recent complaint pressure against earlier years rather than relying on a single snapshot.
In 2026, Consumer Credit recorded 1,743 published decisions with an upheld rate of 21.4%.
- 2026: 1,743 decisions, 21.4% upheld
- 2025: 6,201 decisions, 32.5% upheld
- 2024: 4,479 decisions, 40.9% upheld
- 2023: 4,266 decisions, 39.1% upheld
- 2022: 5,905 decisions, 44.7% upheld
Themes, precedent signals, and handling implications
Analysisaffordability assessment failure, delay in claim handling, non-disclosure or misrepresentation, and others are the strongest complaint-theme signals in Consumer Credit. For public analysis, those tags are the closest durable “type” layer available in the dataset.
The existing advisor model also points to recurring handling implications for Consumer Credit, including review consumer credit act 1974 precedent (appears in 12.9% of cases), review section 75 cca precedent (appears in 8.6% of cases), and others.
- Leading complaint theme: Affordability Assessment Failure
Representative cases
Recent published decisions in this slice
5 examples shown
DRN-625387218 Aug 2026Upheld
FIRST RESPONSE FINANCE LIMITED · Consumer Credit
For the reasons I’ve explained, I uphold Mr P’s complaint. FIRST RESPONSE FINANCE LIMITED should put things right by doing what I’ve said above.
View source decisionDRN-626158118 Aug 2026Not upheld
Volkswagen Financial Services (UK) Limited · Consumer Credit
Although I appreciate Mr A’s complaint points, my final decision is that I don’t uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr A to accept or reject my decision before 14 September 2026.
View source decisionDRN-628284518 Aug 2026Not upheld
Volkswagen Financial Services (UK) Limited · Consumer Credit
Volkswagen Financial Services (UK) Limited has already made an offer to pay £250 to settle the complaint and I think this offer is fair in all the circumstances. So, my decision is that Volkswagen Financial Services (UK) Limited should pay £250.
View source decisionDRN-632008018 Aug 2026Upheld
Admiral Financial Services Limited · Consumer Credit
For the reasons I’ve explained, I uphold this complaint and I instruct Admiral Financial Services Limited to put things right by doing the following: • End the agreement ensuring Miss D is not liable for monthly rentals after the point of collection (it should refund any overpayment for these if applicable). • Collect the car (if this has not been done already) without charging for collection.
View source decisionDRN-636799818 Aug 2026Upheld
Decidebloom Limited · Consumer Credit
It’s my final decision that I uphold this complaint against Decidebloom Limted trading as Stoneacre. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr S to accept or reject my decision before 15 September 2026.
View source decision