Year + product analysis

Consumer Credit complaints in 2025

A curated public analysis of Consumer Credit in 2025, combining annual and product-level signals from the published Financial Ombudsman decision corpus.

Page summary

6,201 published FOS decisions in Consumer Credit during 2025, with upheld-rate context, firm concentration, complaint themes, and representative cases.

Published decisions

6,201

Decision volume in this year-product slice

Upheld rate

32.5%

2,016 upheld decisions

Latest published decision 30 Dec 2025

Published decisions

6,201

Decision volume in this year-product slice

Upheld rate

32.5%

2,016 upheld decisions

Leading firm

Shawbrook Bank Limited

320 decisions

Leading complaint theme

Affordability Assessment Failure

774 tagged decisions

Consumer Credit in 2025

6,201 published decisions in the corpus sit in Consumer Credit for 2025. 32.5% 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 320 published decisions.

  • 2025: 6,201 decisions, 32.5% upheld
  • Leading complaint theme: Affordability Assessment Failure
  • Leading precedent signal: Consumer Credit Act 1974

Firm concentration and issue profile

Shawbrook Bank Limited, Mitsubishi HC Capital UK Plc, Moneybarn No. 1 Limited, and others are the firms most often associated with Consumer Credit complaints in 2025. 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.

  • Shawbrook Bank Limited: 320 decisions, 29.7% upheld
  • Mitsubishi HC Capital UK Plc: 312 decisions, 14.4% upheld
  • Moneybarn No. 1 Limited: 190 decisions, 22.6% upheld
  • Black Horse Limited: 178 decisions, 32.0% upheld
  • BMW Financial Services(GB) Limited: 166 decisions, 46.4% 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-462522130 Dec 2025Not upheld

Mitsubishi HC Capital UK Plc · Consumer Credit

DRN-4625221 The complaint Mr D’s complaint is, in essence, that Mitsubishi HC Capital UK PLC (the ‘Lender’) 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) (the ‘CCA’), and (2) d... (8 pages)

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DRN-568960930 Dec 2025Upheld

Gain Credit LLC · Consumer Credit

DRN-5689609 The complaint Mr J complains that Gain Credit LLC trading as Lending Stream lent to him twice when he could not afford to repay the loans. What happened Mr J took two loans. Here is a brief set of details in a table. Loan Approved Amount Terms (rounded) Repaid 1 26 March 202... (5 pages)

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DRN-576806130 Dec 2025Not upheld

EE Limited · Consumer Credit

DRN-5768061 The complaint Mr F complains about the balance of a fixed sum loan agreement with EE Limited. What happened In January 2025, Mr F contacted EE in response to an advertisement he’d seen about saving money by switching his mobile services. After talking to an advisor, Mr F too... (3 pages)

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DRN-583984830 Dec 2025Not upheld

The One Stop Money Shop Limited · Consumer Credit

DRN-5839848 The complaint The One Stop Money Shop Limited (TOSMSL) provided Mr K with a loan of £1,000 on 10 February 2020. He was to pay monthly instalments of £158.33 to repay the loan over a year. Mr K says the loan was provided irresponsibly. What happened The details of this compl... (2 pages)

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DRN-584942230 Dec 2025Upheld

MONEYBARN NO.1 LIMITED · Consumer Credit

DRN-5849422 The complaint Mr P complains about the quality of a vehicle that was supplied through a motor finance agreement with MONEYBARN NO.1 LIMITED (MB). What happened In December 2024, Mr P acquired a used van through a conditional sale agreement with MB. The van was about three ye... (5 pages)

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