Year + product analysis

Consumer Credit complaints in 2023

A curated public analysis of Consumer Credit in 2023, combining annual and product-level signals from the published Financial Ombudsman decision corpus.

Page summary

4,266 published FOS decisions in Consumer Credit during 2023, with upheld-rate context, firm concentration, complaint themes, and representative cases.

Published decisions

4,266

Decision volume in this year-product slice

Upheld rate

39.1%

1,669 upheld decisions

Latest published decision 29 Dec 2023

Published decisions

4,266

Decision volume in this year-product slice

Upheld rate

39.1%

1,669 upheld decisions

Leading firm

Clydesdale Financial Services Limited

209 decisions

Leading complaint theme

Affordability Assessment Failure

716 tagged decisions

Consumer Credit in 2023

4,266 published decisions in the corpus sit in Consumer Credit for 2023. 39.1% of those decisions were upheld, which makes this a strong public cross-section for understanding how one product behaved in one specific year.

Clydesdale Financial Services Limited is the most visible firm inside this year-product slice, with 209 published decisions.

  • 2023: 4,266 decisions, 39.1% upheld
  • Leading complaint theme: Affordability Assessment Failure
  • Leading precedent signal: Consumer Credit Act 1974

Firm concentration and issue profile

Clydesdale Financial Services Limited, Moneybarn No. 1 Limited, Shawbrook Bank Limited, and others are the firms most often associated with Consumer Credit complaints in 2023. 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.

  • Clydesdale Financial Services Limited: 209 decisions, 10.5% upheld
  • Moneybarn No. 1 Limited: 191 decisions, 17.8% upheld
  • Shawbrook Bank Limited: 151 decisions, 29.8% upheld
  • Everyday Lending Limited: 148 decisions, 73.0% upheld
  • Mitsubishi HC Capital UK Plc: 129 decisions, 20.9% 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-371990629 Dec 2023Not upheld

Mitsubishi HC Capital UK Plc · Consumer Credit

DRN-3719906 The complaint Mr Q, who is represented by a professional representative (“PR”) complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (“Novuna”) rejected his claims under the Consumer Credit Act (“CCA”) 1974 in respect of a holiday product purchased in A... (4 pages)

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DRN-395949929 Dec 2023Not upheld

Vacation Finance Limited · Consumer Credit

DRN-3959499 The complaint Mr D and Mrs D, who are represented by a professional representative (“PR”) complain that Vacation Finance Limited trading as VFL Finance Solutions (“VFL”) rejected their claims under the Consumer Credit Act (“CCA”) 1974 in respect of a holiday product. What happe... (4 pages)

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DRN-398599829 Dec 2023Not upheld

Vacation Finance Limited · Consumer Credit

DRN-3985998 The complaint Mrs B, who is represented by a professional representative (“PR”) complains that Vacation Finance Limited (“VFL”) rejected her claims under the Consumer Credit Act (“CCA”) 1974 in respect of a holiday product. I gather the purchase was made by Mrs B and her husban... (4 pages)

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DRN-422447029 Dec 2023Not upheld

Volkswagen Financial Services (UK) Limited · Consumer Credit

DRN-4224470 The complaint Mr L complains to us about the administration of a hire agreement by Volkswagen Financial Services (UK) Ltd trading as Volkswagen Financial Services (“VWFS”). What happened In November 2019 Mr L entered into a hire agreement for a car with VWFS. On 27 May 2022 VWF... (3 pages)

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DRN-435428529 Dec 2023Upheld

Zopa Bank Limited · Consumer Credit

DRN-4354285 The complaint Mrs M complains about the quality of a used car that was supplied through a hire purchase agreement with Zopa Bank Limited (Zopa). What happened In November 2022, Mrs M acquired a used car through a hire purchase agreement with Zopa. The car was about five years a... (5 pages)

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