Published decisions
4,788
Decision volume in this year-product slice
Year + product analysis
Consumer Credit complaints in 2021
A curated public analysis of Consumer Credit in 2021, combining annual and product-level signals from the published Financial Ombudsman decision corpus.
Upheld rate
52.5%
2,513 upheld decisions
Page summary
4,788 published FOS decisions in Consumer Credit during 2021, with upheld-rate context, firm concentration, complaint themes, and representative cases.
Published decisions
4,788
Decision volume in this year-product slice
Upheld rate
52.5%
2,513 upheld decisions
Latest published decision 31 Dec 2021
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
4,788
Decision volume in this year-product slice
Upheld rate
52.5%
2,513 upheld decisions
Leading firm
Mercedes-Benz Financial Services UK Limited
211 decisions
Leading complaint theme
Affordability Assessment Failure
634 tagged decisions
Consumer Credit in 2021
Analysis4,788 published decisions in the corpus sit in Consumer Credit for 2021. 52.5% of those decisions were upheld, which makes this a strong public cross-section for understanding how one product behaved in one specific year.
Mercedes-Benz Financial Services UK Limited is the most visible firm inside this year-product slice, with 211 published decisions.
- 2021: 4,788 decisions, 52.5% upheld
- Leading complaint theme: Affordability Assessment Failure
- Leading precedent signal: Consumer Credit Act 1974
Firm concentration and issue profile
AnalysisMercedes-Benz Financial Services UK Limited, Loans 2 Go Limited, Volkswagen Financial Services (UK) Limited, and others are the firms most often associated with Consumer Credit complaints in 2021. This gives a much tighter public view than the standalone year or product pages alone.
affordability assessment failure, delay in claim handling, non-disclosure or misrepresentation, and others are the strongest complaint-theme signals in this year-product combination.
- Mercedes-Benz Financial Services UK Limited: 211 decisions, 40.3% upheld
- Loans 2 Go Limited: 166 decisions, 78.9% upheld
- Volkswagen Financial Services (UK) Limited: 159 decisions, 36.5% upheld
- BMW Financial Services(GB) Limited: 157 decisions, 54.8% upheld
- Creation Consumer Finance Ltd: 145 decisions, 72.4% upheld
Handling implications and precedent context
AnalysisThe 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-321120731 Dec 2021Upheld
Bamboo Limited · Consumer Credit
DRN-3211207 The complaint Mr A complains that Bamboo Limited (“Bamboo”) lent to him in an irresponsible manner. What happened Mr A was given 2 loans by Bamboo. The details of these are as follows: Number Date taken Amount Term Repayment 1 03/03/2017 £1500 12 months £154.47 2 17/12/2019 £6... (4 pages)
View source decisionDRN-309692530 Dec 2021Upheld
Volkswagen Financial Services (UK) Limited · Consumer Credit
DRN-3096925 The complaint Mr B is unhappy with how Volkswagen Financial Services (UK) Limited (VWFS) dealt with his request for assistance as a result of the Coronavirus (Covid-19) pandemic. What happened In May 2019 Mr B was supplied with a new car through a hire agreement with VWFS. The ... (3 pages)
View source decisionDRN-311636330 Dec 2021Upheld
PSA Finance UK Limited · Consumer Credit
DRN-3116363 The complaint Mr P is unhappy with how PSA Finance UK Limited dealt with his request for assistance after he fell into financial difficulties due to the coronavirus (Covid-19) pandemic. What happened On 12 June 2019, Mr P, a self-employed driving instructor, entered into two hi... (4 pages)
View source decisionDRN-320578930 Dec 2021Not upheld
Moneybarn No. 1 Limited · Consumer Credit
DRN-3205789 The complaint Miss R is unhappy that a car supplied to her under a conditional sale agreement with Moneybarn No.1 Limited was of an unsatisfactory quality. What happened On 10 February 2020, Miss R was supplied with a used car through a conditional sale agreement with Moneybarn... (3 pages)
View source decisionDRN-321128730 Dec 2021Not upheld
FCE Bank Plc · Consumer Credit
DRN-3211287 The complaint Ms P is unhappy with how FCE Bank Plc trading as Ford Credit dealt with the voluntary termination of her hire purchase agreement with them. Ms P is being represented in this complaint by Mr W. However, for ease of reference, my decision will only refer to Ms P. Wh... (3 pages)
View source decision