Credit Card

A customer is not eligible for promotional points if their account is closed before the points are transferred, regardless of spending requirements being met.

A consumer is entitled to be restored to the position they would have been in had they received correct information about a key product benefit they specifically requested.

A financial institution must process account closure requests promptly and accurately, and must not mislead consumers about whether such requests have been actioned.

Financial institutions must apply fraud-prevention controls fairly and proportionately, taking account of customer circumstances and information available, and cannot reasonably continue to block transactions after manual verification by th

A financial institution must honour promises made to consumers regarding fee waivers or interest relief, even if the underlying transaction fees were correctly applied under the terms and conditions.

A car supplied under a hire purchase agreement must be of satisfactory quality, which includes durability and freedom from defects that would not be expected in a vehicle of that age, mileage, and price.

Lenders must conduct reasonable and proportionate affordability assessments based on verified income and expenditure before providing credit.

Under the Consumer Rights Act 2015, goods supplied under a hire purchase agreement must be of satisfactory quality, which is assessed by the standard a reasonable person would consider satisfactory given the goods' description, price, and r

A lender must be satisfied on the balance of probabilities that a credit agreement application was made by the named applicant with their knowledge and consent, not by an identity fraudster.

The complaint Mr P complains about end of contract charges Stellantis Financial Services UK Limited (Stellantis) asked him to pay. He also raises concerns about the quality of the car they leased to him and their handling of his queries. Wh

A mortgage broker must clearly communicate lender requirements in writing and confirm consumer understanding, particularly regarding documentation needed for loan approval.

A bank must apply interest fairly to a credit card account once a disputed transaction marker is removed and the balance becomes payable again.

A consumer has the right to reject goods under a hire-purchase agreement if they are not of satisfactory quality and the fault is discovered within a reasonable time of supply.

Lenders must complete reasonable and proportionate affordability checks to ensure borrowers can repay debt sustainably, considering factors including the borrower's existing credit commitments and pattern of borrowing.

A lender must have clear, relevant and rigorous evidence of fraud or no intention to pay before registering a CIFAS fraud prevention marker, and must consider whether the consumer has made contact about financial difficulties.

Buy-to-let mortgages are unregulated commercial transactions where borrowers are held to a higher standard than residential consumers and are not entitled to the same regulatory protections.

Under the Consumer Rights Act 2015, a consumer is entitled to reject goods not of satisfactory quality and end the agreement with nothing further to pay, subject only to a reasonable deduction for actual use before rejection.

A supplier of a used car must ensure it is of satisfactory quality at the time of supply, including durability of components, and a consumer may reject the car if it fails to meet this standard.

A bank should intervene when it identifies compulsive spending patterns, particularly when declining credit facilities that reveal the extent of problematic transactions.

Goods supplied under a consumer credit conditional sale agreement must be of satisfactory quality, which includes durability, and a reasonable person would expect a brand-new car to be fault-free with trouble-free motoring for a significant

A financial service provider must respond fairly and reasonably when a system failure prevents a customer from accessing services, even when the root cause is beyond their control.

A financial services provider is not liable for gambling losses incurred during a delay in activating a gambling block if evidence shows the consumer would have circumvented the block anyway.

A lender must not provide credit where the borrower is unlikely to be able to sustainably repay the debt given their financial circumstances.

A lender must carry out proportionate affordability checks that gather sufficient information to understand whether a consumer can sustainably repay open-ended credit facilities without adversely impacting their financial situation.

A supplier of goods under a consumer credit contract must ensure goods are of satisfactory quality, which includes considering durability relative to the goods' age, price, mileage, and condition.

A creditor should not increase a customer's credit limit when the customer has exceeded their existing limit in the months preceding the increase, regardless of whether the excess was due to interest charges.

A financial institution must handle debt write-off requests fairly by communicating regularly with the consumer and providing timely updates, though the ultimate write-off decision remains a business discretion.

Credit files must accurately reflect the account status, including periods of reduced payment arrangements and subsequent arrears, in accordance with ICO guidance.

A financial institution must take reasonable steps to fully rectify errors it has made, and compensation should fairly reflect the distress, inconvenience and quantifiable losses caused to the consumer.

A financial institution must provide sufficiently clear information about changes to transaction classifications and associated fees for consumers to understand their liability.

A bank is not obligated to block credit transfers to spread betting accounts where spread betting is not classified as gambling and the merchant codes used are not gambling codes.

A lender must clearly inform a customer that late payment markers may be reported to Credit Reference Agencies during an agreed payment break, and if this information is not provided, late payment markers should be removed and the account s

Lenders must complete reasonable and proportionate affordability checks before increasing credit limits to ensure borrowers can sustain repayments.

A financial institution must handle customer queries with reasonable promptness and professionalism, even when the underlying error originates with a third party.

Lenders must carry out reasonable and proportionate affordability checks before providing credit, but are not required to be aware of borrower vulnerabilities not disclosed or evident from credit file searches.

A lender must conduct proportionate affordability checks before granting credit and provide appropriate support when account activity suggests potential financial difficulty.

A credit card provider is not responsible for notifying a customer that their direct debit instruction has been removed under the dormancy rule, and is entitled to apply interest and charges when payments are subsequently missed.

Lenders must make proportionate affordability checks before approving or increasing credit, considering the borrower's income, credit history, and signs of financial difficulty.

A financial institution must close dormant accounts within the timeframe specified in its notice and provide adequate customer service when responding to complaints about such delays.

Lenders must conduct reasonable and proportionate affordability assessments before providing credit and credit limit increases, considering the borrower's individual circumstances and ability to repay sustainably.

A financial institution must communicate clearly with customers about direct debits and payment arrangements, and should compensate fairly for service failures that cause inconvenience.

A lender must conduct reasonable and proportionate affordability checks to ensure credit is sustainably affordable before lending, which should include obtaining evidence of declared income.

A lender must carry out proportionate affordability checks before providing credit, considering the customer's ability to repay without financial difficulty.

A lender's affordability checks must be proportionate to the circumstances, with less thorough checks acceptable in early lending relationships where the loan amount is modest and the borrower's circumstances appear sound.

A consumer's request to close a store card account made within the 14-day cooling-off period should be treated as an effective withdrawal from the credit agreement, even if not expressed in technical legal terminology.

A bank may restrict card usage for suspected fraud based on its terms and conditions, but must handle the customer communication process fairly and reasonably.

A firm must follow a consumer's clear instruction to cancel a recurring payment and provide accurate information about payment cancellations.

A lender must suspend interest and charges when a consumer notifies them of financial difficulties and arrears, and should treat vulnerable consumers fairly when issuing default notices.

A promissory note has no legal effect to settle a credit card debt, and a creditor is not required to accept one as payment or suspend enforcement activity based on its submission.

A firm must provide accurate information about its products and handle customer queries with due care, and compensation for distress should reflect the impact on the individual circumstances of the consumer.

A lender's grace period policy that exempts late payments from credit reporting only applies when the previous payment was made on time, and lenders are not required to apply grace periods to consecutive late payments.

Authorised card payments fall outside the mandatory fraud reimbursement requirements that apply to Faster Payments, and banks are not required to refund losses from authorised transactions unless they failed to act with due skill, care and

A credit card provider may terminate an account without providing reason if the terms and conditions permit it, provided the termination is not retaliatory for a complaint.

Banks are not required to provide payment collection on a specific fixed date each month if their credit card operating model only supports variable billing cycles, provided customers are given sufficient information to understand how the a

A motor finance lender's failure to disclose commission does not render the lending relationship unfair under s140 CCA where the commission is a fixed (non-discretionary) amount, is not high relative to the amount borrowed, and no commercia

A lender's failure to provide evidence of checks undertaken does not automatically mean lending was irresponsible; the ombudsman must assess whether proportionate checks would have identified the lending as unaffordable.

A consumer is not entitled to retain money credited to their account in error, regardless of delays by the bank in recovering it, and must repay the erroneously credited amount.

Under the Consumer Rights Act 2015, goods supplied under a hire purchase agreement must be of satisfactory quality at the point of supply, including durability appropriate to the age, mileage, and price of the goods.

A credit card provider may close customer accounts without providing a reason if the terms and conditions permit termination without cause.

A lender may lawfully default and terminate a hire purchase agreement when the consumer fails to pay the final payment or return the car, provided proper notice and options have been given.

A lender must make reasonable and proportionate affordability checks before providing credit, and the credit must be sustainably affordable at the time of agreement based on the information available at that time.

A consumer must demonstrate clear evidence of scam or fraud to establish liability for payment loss; an unregulated investment adviser and poor investment outcomes do not alone constitute fraud.

Lenders must carry out reasonable and proportionate affordability and creditworthiness checks before granting credit to ensure repayments are sustainable.

A lender's affordability checks must be reasonable and proportionate to the credit offered, and lenders are not required to investigate beyond what applicants declare early in a lending relationship for small short-term loans.

A lender must carry out proportionate affordability checks before lending, and for revolving credit facilities, must assess whether the credit limit can be repaid within a reasonable period through manageable monthly payments.

A lender may terminate a hire purchase agreement for arrears even where there have been communication delays, provided the borrower remains responsible for maintaining payments under the agreement.

A lender is entitled to default and close a credit account when a customer fails to make repayments despite receiving communications about payment obligations and having been offered breathing space support.

A credit card provider's failure to close an account after balance settlement, while an error, does not entitle a consumer to significant compensation when the account was reported with zero balance and up-to-date payments to credit referen

A hire purchase agreement's interest rate can be rounded and is notional rather than a primary driver of repayment calculations, which are instead based on total amount payable, cash price, advance payment, and option to purchase fee.

A card provider should only attempt a chargeback where there is a reasonable prospect of success according to the relevant card scheme rules, and the strict conditions of those rules must be met.

A lender is not liable for a loan taken in a consumer's name where the consumer was aware of the application, even if they were subject to coercive control, provided the lender had no knowledge of the coercion.

A bank may reasonably place a security block on a credit card account when its fraud monitoring system identifies unusual activity, provided it takes reasonable steps to notify the customer.

A lender may fairly register a default after three months of arrears and is obliged to report accurate information to credit reference agencies, even for vulnerable customers, provided it has engaged sympathetically and offered appropriate

Lenders must accurately report account status to Credit Reference Agencies when customers fail to make payments in accordance with their obligations, including registering defaults after sustained arrears.

A lender must carry out proportionate affordability checks before approving credit, considering income, credit history, repayment frequency, and personal circumstances, but is not required to verify actual outgoings when checks show low deb

A financial institution is not required to immediately block a credit card account upon closure request if it was unaware of the customer's vulnerability to gambling harm at the time of the request.

A lender must carry out reasonable and proportionate affordability checks before lending to ensure the borrower can sustainably repay the credit.

A lender may default and terminate a credit agreement where there are three or more months of arrears and the borrower fails to meet the terms of a Default Notice.

A lender must report accurate information about payment history to credit reference agencies, regardless of the borrower's personal circumstances.

A creditor's relationship with a debtor may be unfair under s140A of the Consumer Credit Act 1974 if lending decisions were made contrary to applicable rules and regulations at the time.

A business's error in providing repayment information does not justify extending promotional periods or writing off debt if the consumer retains a reasonable opportunity to repay within the original terms.

A lender is not obliged to refund payments made to a credit card account; any such refunds are discretionary gestures of goodwill rather than a legal entitlement.

A consumer who agrees to auto-renewal terms and conditions and receives a renewal notice has authorized the recurring charge, even if they later claim they did not understand or could not complete cancellation due to neurodiversity.

A lender may register a default on a credit file when contractual payment terms are not met, even if the consumer is maintaining an informal payment arrangement that falls short of those terms.

A lender's affordability assessment at the point of credit provision can be reasonably inferred from available financial statements even when the original creditworthiness assessment is not retained.

A bank is not obliged to offer credit products to a customer, and closing an account does not constitute unlawful blacklisting if the customer remains eligible to apply.

A financial institution is not unreasonably at fault for declining to raise chargeback claims for gambling transactions where the chargeback has no reasonable prospect of success under card scheme rules.

A consumer is not liable for unauthorized credit card transactions unless they consented to them or allowed another person to use their card.

A lender must carry out proportionate affordability checks to ensure it does not lend irresponsibly, and the overall lending relationship must not be unfair to the debtor under section 140A of the Consumer Credit Act 1974.

A creditor's lending relationship with a debtor may be unfair under s140A of the Consumer Credit Act 1974 if credit decisions were made without reasonable and proportionate affordability checks.

A creditor's relationship with a debtor may be unfair under s.140A of the Consumer Credit Act 1974 if irresponsible lending decisions are made, assessed at the date of hearing or relationship end having regard to the whole history.

Lenders must carry out proportionate affordability checks that are appropriate to the type and amount of credit being offered, and must fairly consider the information obtained to make lending decisions without causing financial harm.

A standard offline PIN block security measure is a reasonable safeguard, and a firm is not liable for transaction failures occurring before their systems are reached.

A creditor must clearly communicate the terms and duration of a payment arrangement, and it is the consumer's responsibility to maintain contact regarding changes in circumstances and address updates.