Not upheld: Clarity of BNPL terms and interest charges complaint against Creation Consumer Finance Limited (CCF)

Decision detail

Summary

Mrs Z purchased a television under a BNPL agreement with a 12-month interest-free period expiring on 14 October 2025. She failed to pay the full purchase price by this date and subsequently had over £700 of interest added to her account. Mrs Z complained that the terms were not clearly explained and she had not received adequate reminders. The ombudsman found that CCF provided clear written explanations in the credit agreement and monthly statements, sent multiple email reminders between April and September 2025, and correctly applied interest in accordance with the agreement terms. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman reviewed the credit agreement and found it clearly stated the special offer expiry date of 14 October 2025. The monthly statements contained explicit information explaining that if the full amount was not paid by this date, interest would be charged. CCF provided multiple reminders via email and statements. The interest was correctly applied in accordance with the agreement terms because Mrs Z failed to pay by the deadline. There was no evidence of error or unfair treatment by CCF.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website