Not upheld: Irresponsible lending complaint against CarCashPoint Limited

Decision detail

Summary

Mr H complained that CarCashPoint Limited lent irresponsibly by failing to perform proportionate affordability checks before providing two car finance loans (£1,760 in May 2024 and £800 in May 2025) and failed to treat him fairly when he disclosed financial difficulties in November 2025. The ombudsman found that CCP conducted thorough, reasonable and proportionate affordability assessments for both loans, including detailed income and expenditure reviews using bank statements and open banking data, and appropriately discussed Mr H's gambling expenditure. Mr H made all repayments on the first loan on time, and when he later contacted CCP regarding difficulties, CCP offered a new assessment but Mr H did not provide necessary information. The ombudsman did not uphold the complaint, finding CCP had not lent irresponsibly or treated Mr H unfairly.

The Ombudsman's reasoning

The ombudsman found that CCP's affordability assessments were thorough, reasonable and proportionate for both loans. For loan one, CCP conducted a detailed income and expenditure review covering three months of bank statements, discussed unclear expenses with Mr H including gambling expenditure of over £500 monthly, and still found the repayments affordable with approximately £100 remaining monthly. For loan two, CCP performed similar checks using open banking data and found gambling expenditure had reduced to around £150 monthly. The ombudsman noted that Mr H had made all repayments on loan one on time, supporting the reasonableness of the lending decisions. When Mr H later contacted regarding financial difficulties in November 2025, CCP offered a new income and expenditure review and made multiple attempts to contact him, but Mr H did not provide the necessary information. The ombudsman concluded CCP did not treat Mr H unfairly and did not lend irresponsibly.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website