Not upheld: Service failures generally complaint against Creation Consumer Finance Limited

Decision detail

Summary

Mr S complained that Creation Consumer Finance Limited failed to provide effective support when he could not access the 'My Creation' portal, claiming he spent tens of hours trying to resolve the issue and suffered financial loss. Creation initially rejected the complaint but later accepted that Mr S had received incorrect or unclear advice during a September 2025 call and paid £50 compensation. The ombudsman found that documented evidence showed only six contacts totalling just under three hours over a three-month period, contradicting Mr S's claims of extensive time spent, and found no evidence of quantifiable financial loss. The ombudsman determined that the £50 compensation fairly reflected the moderate inconvenience caused and did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman accepted that Creation provided incorrect or unclear advice which caused delay and inconvenience to Mr S over a period from late September to early December 2025. However, the ombudsman found that Mr S's claims of tens of hours spent and significant financial loss were not supported by evidence, with actual documented contact totalling just under three hours across six calls. The ombudsman determined that the impact constituted moderate inconvenience over a limited period without evidence of quantifiable financial loss, and that the £50 compensation already paid was fair and reasonable in line with the FOS compensation framework for similar cases.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website