Year + product analysis

Consumer Credit complaints in 2020

A curated public analysis of Consumer Credit in 2020, combining annual and product-level signals from the published Financial Ombudsman decision corpus.

Page summary

2,792 published FOS decisions in Consumer Credit during 2020, with upheld-rate context, firm concentration, complaint themes, and representative cases.

Published decisions

2,792

Decision volume in this year-product slice

Upheld rate

53.9%

1,504 upheld decisions

Latest published decision 31 Dec 2020

Published decisions

2,792

Decision volume in this year-product slice

Upheld rate

53.9%

1,504 upheld decisions

Leading firm

Elevate Credit International Limited

311 decisions

Leading complaint theme

Affordability Assessment Failure

322 tagged decisions

Consumer Credit in 2020

2,792 published decisions in the corpus sit in Consumer Credit for 2020. 53.9% of those decisions were upheld, which makes this a strong public cross-section for understanding how one product behaved in one specific year.

Elevate Credit International Limited is the most visible firm inside this year-product slice, with 311 published decisions.

  • 2020: 2,792 decisions, 53.9% upheld
  • Leading complaint theme: Affordability Assessment Failure
  • Leading precedent signal: Consumer Credit Act 1974

Firm concentration and issue profile

Elevate Credit International Limited, Gain Credit LLC, PDL Finance Limited, and others are the firms most often associated with Consumer Credit complaints in 2020. This gives a much tighter public view than the standalone year or product pages alone.

affordability assessment failure, delay in claim handling, fraud or scam concern, and others are the strongest complaint-theme signals in this year-product combination.

  • Elevate Credit International Limited: 311 decisions, 93.6% upheld
  • Gain Credit LLC: 192 decisions, 64.1% upheld
  • PDL Finance Limited: 158 decisions, 70.9% upheld
  • MYJAR Limited: 143 decisions, 55.2% upheld
  • Provident Personal Credit Limited: 114 decisions, 25.4% upheld

Handling implications and precedent context

The advisory layer for Consumer Credit points to recurring handling implications here, including review consumer credit act 1974 precedent (appears in 12.9% of cases), review section 75 cca precedent (appears in 8.6% of cases), review section 140a cca precedent (appears in 5.1% of cases), and others.

There is no strong “what loses” signal exposed for this product at the current advisory granularity.

  • Leading complaint theme: Affordability Assessment Failure

Representative cases

Recent published decisions in this slice

5 examples shown

DRN-200652131 Dec 2020Not upheld

V12 Retail Finance Limited · Consumer Credit

DRN-2006521 The complaint Mrs D complains that V12 Retail Finance Limited (“V12”) haven’t supported a claim she made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened The details of this complaint are well known to both parties, so I won’t repeat them a... (2 pages)

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DRN-210559131 Dec 2020Not upheld

Creation Consumer Finance Ltd · Consumer Credit

DRN-2105591 The complaint Mr M complains that Creation Consumer Finance Ltd refused his claim under Section 75 Consumer Credit Act 1974 in respect of a faulty bed. What happened In April 2018 Mr M ordered a new mattress, from a company I will call D, at a cost of £679 funded by a condition... (2 pages)

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DRN-243584131 Dec 2020Not upheld

Gain Credit LLC · Consumer Credit

DRN-2435841 The complaint Mrs T complains that Gain Credit LLC, trading as Lending Stream, lent to her irresponsibly. Mrs T also complains that six late payments and a default appeared on her credit file which she says ought not to be there. What happened Mrs T applied for a £600 loan fro... (2 pages)

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DRN-244205631 Dec 2020Upheld

Harvey & Thompson Limited · Consumer Credit

The complaint Mrs M complained that she’s unhappy Harvey & Thompson Limited (H&T) provided her with a loan knowing she was in financial difficulty. What happened H&T has sent to us an acknowledgement letter dated 11 July 2019 in which it refers to Mrs M’s complaint received fro... (4 pages)

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DRN-247057531 Dec 2020Upheld

National Westminster Bank Plc · Consumer Credit

DRN-2470575 The complaint Mr C complains that National Westminster Bank Plc (“NatWest”) is asking him to repay a loan that he cancelled in 2018. What happened Mr C applied for a £2,500 loan with NatWest in 2018 and the funds were credited to his current account. Mr C cancelled the loan and... (2 pages)

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