What is Creation Consumer Finance?
Creation Consumer Finance, trading as BNP Paribas Personal Finance in the UK, is a subsidiary of the French banking group BNP Paribas. As one of the leading providers of financial services in the UK, Creation offers a range of products including personal loans, store cards for Argos and Debenhams, and motor finance solutions.
The company's motor finance division has been at the centre of an ongoing investigation by the Financial Conduct Authority (FCA) into mis-selling practices. This review aims to address past issues with discretionary commission arrangements (DCAs), which were common in car financing agreements made between 2007 and November 2024.
Is Creation Consumer Finance Affected by the FCA Review?
Yes, Creation Consumer Finance is affected by the FCA’s motor finance mis-selling review. As a major player in the UK car financing market, BNP Paribas Personal Finance has been involved in many discretionary commission arrangements (DCAs) that the FCA found to be potentially unfair or misleading.
The investigation into DCAs uncovered issues such as inflated interest rates and hidden fees that benefited financial intermediaries rather than consumers. This means if you took out a car finance agreement with Creation during the eligibility period, there’s a chance you were affected by these practices.
How Much Compensation Could You Receive?
The FCA has determined that approximately 12.1 million agreements across the UK have been eligible for redress due to mis-selling issues within motor finance products like those offered by Creation Consumer Finance. The total compensation amount is estimated at £7.5 billion, with an average payout of around £829 per agreement.
This redress scheme covers car loans and hire purchase agreements that were in place from 6 April 2007 to 1 November 2024. If you believe your motor finance deal was mis-sold through a DCA, you could be entitled to compensation.
How to Complain to Creation Consumer Finance for Free?
The first step in seeking redress is to complain directly to the lender involved. This process does not require the assistance of any claims management company and can be initiated at no cost to you.
- Gather Your Documents: Collect all relevant paperwork, including your agreement letters, payment receipts, and any correspondence with Creation Consumer Finance or their intermediaries.
- Write a Complaint Letter: Clearly outline the issues you encountered. Include dates, amounts, and specific examples of how the motor finance deal was mis-sold.
- Send Your Complaint: Submit your complaint via email to their complaints page, or by post to Creation Consumer Finance at 3 Penman Way, Grove Park, Leicester LE19 1SY.
- Await Response: The company has up to eight weeks to reply with their findings. If you disagree with the decision, you can escalate your complaint to the Financial Ombudsman Service (FOS).
Creation Consumer Finance Complaint Contact Details
To initiate a complaint against Creation Consumer Finance:
- Email: Complaints Page
- Phone: 0333 003 2003 (Monday to Friday, 9am to 5pm)
- Address: Creation Consumer Finance, 3 Penman Way, Grove Park, Leicester LE19 1SY
- FOS Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Two FCA Redress Schemes Explained
The FCA has set up two redress schemes for motor finance mis-selling. These are designed to compensate those affected by DCAs during specific periods:
- Post-2014 Scheme: This scheme applies to agreements made from 1 November 2014 onwards and will be implemented by 30 June 2026.
- Pre-2014 Scheme: For agreements dating back to 6 April 2007 up until 31 October 2014, this scheme is scheduled for implementation by 31 August 2026.
The final complaint deadline for both schemes is set at 31 August 2027. If you believe your car finance deal falls within these eligibility periods, it’s crucial to act now and lodge a complaint with the lender before the deadline passes.
What Happens if Creation Consumer Finance Rejects Your Complaint?
In cases where your complaint is rejected by Creation Consumer Finance, you can escalate the matter to the Financial Ombudsman Service (FOS). This service provides an independent review of complaints and operates at no cost to consumers.
- Escalate to FOS: If you receive a negative response from the lender, you have the right to refer your case to the FOS within six months of receiving their decision.
- FOS Process: The Ombudsman will review all documentation and may hold discussions with both parties. Their final ruling is binding on the lender but can be appealed in limited circumstances.
Sources and References
The information provided here is based on data from the Financial Conduct Authority (FCA) as of 30 March 2026:
- Number of eligible agreements: 12.1 million
- Total redress paid out: £7.5 billion (75% uptake)
- FCA-estimated scheme average per eligible agreement: £829
- Total cost to firms: £9.1 billion
- Eligibility period: 6 April 2007 to 1 November 2024
- Scheme implementation deadlines: Post-2014 scheme by 30 June 2026, Pre-2014 scheme by 31 August 2026
- Final complaint deadline: 31 August 2027
You can find more detailed information and guidance on the FCA’s official website or through independent resources like MLJ.org.uk (MLJ).
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MLJ.org.uk (mlj.org.uk) is a free, independent information service. We are not a claims management company, solicitor, law firm, or financial adviser. We do not handle complaints, process claims, charge fees, or accept any percentage of compensation. This information does not constitute legal or financial advice. You can complain to your lender directly for free. You do not need a claims management company. If your lender rejects your complaint, you can escalate to the Financial Ombudsman Service at no cost. For personalised legal or financial advice, consult a qualified professional.Frequently Asked Questions
What is Creation Consumer Finance?
Creation Consumer Finance is a motor finance provider operated by BNP Paribas Personal Finance UK Limited, offering loans and credit facilities for car purchases.
Is Creation Consumer Finance affected by the FCA review on motor finance agreements?
Yes, Creation Consumer Finance's agreements are part of the Financial Conduct Authority (FCA) review, which covers all motor finance agreements issued between April 2007 and November 2024.
How can I complain about a Creation Consumer Finance agreement?
You can contact Creation Consumer Finance directly at their complaint line on 0333 003 2003 to initiate the process for any issues related to your motor finance agreement.
What is the average compensation amount for Creation Consumer Finance complaints?
The average redress paid out per agreement in the FCA review is £829, reflecting the typical compensation amount for affected customers.
When does the deadline for making a complaint about my motor finance agreement with Creation Consumer Finance end?
You have until 31 August 2027 to file your complaint if you believe your rights were breached under the FCA review guidelines.
Do I need a claims management company to make a complaint against Creation Consumer Finance?
No, you do not need a claims management company. You can complain directly to the lender for free and manage the process independently.
What happens after I submit my complaint to Creation Consumer Finance?
After submitting your complaint, Creation Consumer Finance will respond within 8 weeks. If you remain unsatisfied with their response, you can escalate the issue to the Financial Ombudsman Service (FOS).
Can I complain about a store card issued by Creation Consumer Finance under the FCA review?
Yes, if your store card is part of a motor finance agreement issued during the specified period, you are eligible to make a complaint through the same process as other motor finance agreements.