Year + product analysis

Consumer Credit complaints in 2024

A curated public analysis of Consumer Credit in 2024, combining annual and product-level signals from the published Financial Ombudsman decision corpus.

Page summary

4,478 published FOS decisions in Consumer Credit during 2024, with upheld-rate context, firm concentration, complaint themes, and representative cases.

Published decisions

4,478

Decision volume in this year-product slice

Upheld rate

40.9%

1,833 upheld decisions

Latest published decision 31 Dec 2024

Published decisions

4,478

Decision volume in this year-product slice

Upheld rate

40.9%

1,833 upheld decisions

Leading firm

Moneybarn No. 1 Limited

258 decisions

Leading complaint theme

Affordability Assessment Failure

761 tagged decisions

Consumer Credit in 2024

4,478 published decisions in the corpus sit in Consumer Credit for 2024. 40.9% of those decisions were upheld, which makes this a strong public cross-section for understanding how one product behaved in one specific year.

Moneybarn No. 1 Limited is the most visible firm inside this year-product slice, with 258 published decisions.

  • 2024: 4,478 decisions, 40.9% upheld
  • Leading complaint theme: Affordability Assessment Failure
  • Leading precedent signal: Consumer Credit Act 1974

Firm concentration and issue profile

Moneybarn No. 1 Limited, Creation Consumer Finance Ltd, Mitsubishi HC Capital UK Plc, and others are the firms most often associated with Consumer Credit complaints in 2024. 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.

  • Moneybarn No. 1 Limited: 258 decisions, 22.5% upheld
  • Creation Consumer Finance Ltd: 226 decisions, 77.4% upheld
  • Mitsubishi HC Capital UK Plc: 204 decisions, 33.3% upheld
  • Clydesdale Financial Services Limited: 141 decisions, 16.3% upheld
  • Shawbrook Bank Limited: 115 decisions, 24.4% 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-496341631 Dec 2024Upheld

Healthcare Finance Limited · Consumer Credit

DRN-4963416 The complaint Miss C has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment she paid for with credit it provided. What happened In October 2023 Miss C entered into a two-year fixed sum loan agreement ... (5 pages)

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DRN-498962031 Dec 2024Upheld

Healthcare Finance Limited · Consumer Credit

DRN-4989620 The complaint Mr D complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) this is... (7 pages)

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DRN-516880531 Dec 2024Not upheld

Home Retail Group Card Services Limited · Consumer Credit

DRN-5168805 The complaint Mr R complains that Home Retail Group Card Services Limited was irresponsible in its lending to him. He wants all interest, fees and charges refunded along with interest and any adverse information removed from his credit file. Mr R is represented by a third pa... (3 pages)

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DRN-517966531 Dec 2024Not upheld

Carfinance247 Limited · Consumer Credit

DRN-5179665 The complaint Mr R complains that he was mis sold GAP insurance by Carfinance247 Limited What happened In October 2023 Mr R was supplied with a car and entered into a hire purchase agreement with Blue Motor Finance (referred to in this decision as “the finance company”). The... (3 pages)

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DRN-520717231 Dec 2024Upheld

Shawbrook Bank Limited · Consumer Credit

DRN-5207172 The complaint Mr B’s complaint is, in essence, that Shawbrook Bank Limited (“Shawbrook”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (“CCA”) and (2) deciding agai... (22 pages)

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