Year + product analysis

Consumer Credit complaints in 2022

A curated public analysis of Consumer Credit in 2022, combining annual and product-level signals from the published Financial Ombudsman decision corpus.

Page summary

5,905 published FOS decisions in Consumer Credit during 2022, with upheld-rate context, firm concentration, complaint themes, and representative cases.

Published decisions

5,905

Decision volume in this year-product slice

Upheld rate

44.7%

2,640 upheld decisions

Latest published decision 30 Dec 2022

Published decisions

5,905

Decision volume in this year-product slice

Upheld rate

44.7%

2,640 upheld decisions

Leading firm

Shawbrook Bank Limited

639 decisions

Leading complaint theme

Affordability Assessment Failure

761 tagged decisions

Consumer Credit in 2022

5,905 published decisions in the corpus sit in Consumer Credit for 2022. 44.7% of those decisions were upheld, which makes this a strong public cross-section for understanding how one product behaved in one specific year.

Shawbrook Bank Limited is the most visible firm inside this year-product slice, with 639 published decisions.

  • 2022: 5,905 decisions, 44.7% upheld
  • Leading complaint theme: Affordability Assessment Failure
  • Leading precedent signal: Consumer Credit Act 1974

Firm concentration and issue profile

Shawbrook Bank Limited, Everyday Lending Limited, Loans 2 Go Limited, and others are the firms most often associated with Consumer Credit complaints in 2022. This gives a much tighter public view than the standalone year or product pages alone.

affordability assessment failure, non-disclosure or misrepresentation, delay in claim handling, and others are the strongest complaint-theme signals in this year-product combination.

  • Shawbrook Bank Limited: 639 decisions, 15.0% upheld
  • Everyday Lending Limited: 323 decisions, 71.5% upheld
  • Loans 2 Go Limited: 199 decisions, 60.8% upheld
  • Mercedes-Benz Financial Services UK Limited: 185 decisions, 44.9% upheld
  • Volkswagen Financial Services (UK) Limited: 178 decisions, 35.4% 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-359425330 Dec 2022Not upheld

Shawbrook Bank Limited · Consumer Credit

DRN-3594253 The complaint Mr and Mrs H, who are represented by a professional representative (“PR”) complain that Shawbrook Bank Limited unfairly declined their claim under section 75 of the Consumer Credit Act 1974 (“CCA”) in respect of a holiday product they purchased in 2017. What happe... (4 pages)

View source decision
DRN-381662930 Dec 2022Not upheld

Mitsubishi HC Capital UK Plc · Consumer Credit

DRN-3816629 The complaint Mr D is unhappy with the charges Mitsubishi HC Capital UK Plc trading as Novuna Vehicle Solutions (“MHCC”) applied, when he handed back a car he acquired under a hire agreement. What happened In January 2019, Mr D entered into hire agreement to acquire a new car. ... (3 pages)

View source decision
DRN-384319930 Dec 2022Not upheld

Moneybarn No. 1 Limited · Consumer Credit

DRN-3843199 The complaint Mr S complains about Moneybarn No.1 Limited trading as Moneybarn’s (“Moneybarn”) decision to lend him. What happened Mr S entered into a conditional sale agreement with Moneybarn in August 2021 to acquire a used car. The car cost £17,995. Mr S paid a deposit of £5... (5 pages)

View source decision
DRN-384762830 Dec 2022Upheld

FUND OURSELVES LIMITED · Consumer Credit

DRN-3847628 The complaint Mr L complains that FUND OURSELVES LIMITED, trading as Fund Ourselves, lent to him when it had not carried out good enough checks to recognise that he could not afford the loans. What happened Using information Fund Ourselves has provided, here is a brief loan tab... (5 pages)

View source decision
DRN-386115330 Dec 2022Upheld

Secure Trust Bank Plc · Consumer Credit

DRN-3861153 The complaint Mr O has complained that Secure Trust Bank Plc, trading as Moneyway (“Secure Trust”) is registering incorrect information on his credit record. What happened Mr O acquired a used car in August 2019 using a hire purchase agreement with Secure Trust. He borrowed jus... (3 pages)

View source decision