Published decisions
29,609
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
41.8%
12,382 upheld decisions
Page summary
29,609 published FOS decisions in Consumer Credit, with upheld-rate context, firm exposure, complaint themes, advisory patterns, and representative cases.
Published decisions
29,609
Product-specific decision volume in the public corpus
Upheld rate
41.8%
12,382 upheld decisions
Latest published decision 21 Apr 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
29,609
Product-specific decision volume in the public corpus
Upheld rate
41.8%
12,382 upheld decisions
Leading firm
Shawbrook Bank Limited
1,496 decisions
Leading complaint theme
Affordability Assessment Failure
4,655 tagged decisions
Consumer Credit in the ombudsman corpus
Analysis29,609 published decisions in this corpus sit within Consumer Credit. 41.8% 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 1,157 published decisions with an upheld rate of 17.0%.
- 2026: 1,157 decisions, 17.0% upheld
- 2025: 6,201 decisions, 32.5% upheld
- 2024: 4,478 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-476287721 Apr 2026Not upheld
Mitsubishi HC Capital UK Plc · Consumer Credit
My decision is that I do not uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr M to accept or reject my decision before 19 May 2026.
View source decisionDRN-480026321 Apr 2026Not upheld
Shawbrook Bank Limited · Consumer Credit
I do not uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mrs C and Mr S to accept or reject my decision before 19 May 2026.
View source decisionDRN-604067121 Apr 2026Not upheld
Shawbrook Bank Limited · Consumer Credit
For the reasons given, I don’t think it was unfair for Shawbrook Bank Limited to decline Mr and Mrs I’s claims under section 75 of the CCA. Under the rules of the Financial Ombudsman Service, I’m required to ask Mrs A and Mr I to accept or reject my decision before 19 May 2026.
View source decisionDRN-604147221 Apr 2026Not upheld
Volkswagen Financial Services (UK) Limited · Consumer Credit
For the reasons given above, it’s my final decision not to uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr M to accept or reject my decision before 19 May 2026.
View source decisionDRN-604365421 Apr 2026Not upheld
N.I.I.B. Group Limited · Consumer Credit
For the reasons above, I don’t uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Miss F to accept or reject my decision before 19 May 2026.
View source decision