Creation Catalogue Credit Unaffordable Lending Claims
If you were given Creation catalogue credit — or had your credit limit increased — and you couldn’t realistically afford the interest and charges, you may be entitled to a refund. Catalogue credit is often easier to obtain than mainstream credit cards, but the same affordability rules apply. This page explains how Creation catalogue credit affordability claims work, what to look for in your account history, and how to check your eligibility.
In this guide
- About Creation catalogue credit
- Was your Creation catalogue credit unaffordable?
- Common patterns in Creation catalogue credit claims
- Why use a claim partner for your Creation claim
- How a Creation catalogue credit claim works
- How far back can you claim?
- What you might get back
- Frequently asked questions
- Related guides
- Our Partner's Fees Explained
- Check If You Could Be Owed Compensation
Check your agreements on Recoup, our claim partner’s site
About Creation catalogue credit
Creation Consumer Finance operates the Creation catalogue and provides credit facilities for various retail partners. The company offers flexible payment options including interest-free periods and extended payment plans.
Creation Consumer Finance Ltd is authorised and regulated by the Financial Conduct Authority under FRN 303068. The credit is provided through Creation Consumer Finance Ltd, which provides catalogue and retail credit facilities.
Was your Creation catalogue credit unaffordable?
Under the Financial Conduct Authority’s rules — specifically CONC 5.2A on affordability — Creation must carry out a reasonable and proportionate assessment of whether you can afford to repay catalogue credit sustainably, and without falling into financial difficulty. This duty applies when the credit account is first opened and again every time your credit limit is increased.
Your Creation catalogue credit or an increase to your credit limit may have been unaffordable if, at the time it was granted or increased:
- Creation didn’t properly check your income, expenditure or other commitments
- You were already in financial difficulty, missing payments or relying on other credit to cover essential costs
- Repaying the credit would have left you unable to meet essential living costs
- Your credit limit was repeatedly increased without a meaningful review
- You only ever made minimum payments for years, with no end to the borrowing in sight
- The credit was extended despite clear signs of distress on your file — defaults, payday loans, missed mortgage or rent payments
- You were running at or near your credit limit for extended periods, indicating you couldn’t afford to clear the balance
Common patterns in Creation catalogue credit claims
The Financial Ombudsman has handled many unaffordable lending complaints about catalogue credit, and several patterns come up repeatedly in Creation cases:
- Credit granted despite poor credit history. Creation specialises in customers with impaired credit, but this should make affordability checks more thorough, not less.
- High-cost credit terms without adequate affordability review. Higher interest rates should trigger more detailed affordability assessments.
- Credit limit increases for struggling customers. Where customers were already showing signs of financial difficulty but received credit increases.
- Inadequate assessment of total debt burden. Failing to consider the customer’s existing commitments when extending credit.
If any of these match your experience with Creation, your case is worth a closer look.
Why use a claim partner for your Creation claim
Catalogue credit unaffordability cases turn on evidence — what Creation knew, what they checked, and whether their affordability assessment was reasonable and proportionate. Our regulated claim partner does this work every day, and brings several advantages over going it alone:
- Evidence the lender takes seriously. The claim partner knows exactly what account history, payment patterns and credit-file data are needed to make the case stick — and how to present them in the way Creation’s complaints team will respond to.
- No back-and-forth for you. Once your case is referred, the partner deals with Creation on your behalf. You don’t take phone calls, write letters, or chase responses.
- Experience with FOS escalations. If Creation rejects the complaint, the partner handles the Financial Ombudsman referral, including the detailed submissions FOS expects on catalogue credit cases.
- No upfront cost. If the claim is unsuccessful, you pay nothing. If it succeeds, the claim partner charges a percentage of the redress recovered, in line with the FCA’s fee cap rules.
You don’t have to use a claim partner — you can complain directly to Creation free of charge and, if you’re unhappy with their response, refer the complaint to the Financial Ombudsman Service free of charge. But for most people, the time saved and the strength of evidence make using a partner the more practical option.
How a Creation catalogue credit claim works
The process is the same whether you complain yourself or use a claim partner:
- Eligibility check. A quick review of when your Creation credit account was opened, how it was used, what limit increases were applied, and any signs the lending was unaffordable.
- Evidence gathering. Account statements, payment history and credit-file information are reviewed against the lender’s affordability obligations under CONC 5.2A.
- Complaint to the lender. A detailed, evidenced complaint is submitted to Creation. They have up to eight weeks to issue a final response.
- Lender response. Creation may uphold the complaint, partially uphold it, or reject it.
- Escalation to the Financial Ombudsman, if needed. If the response is unsatisfactory, the case can be referred to the FOS, free of charge. FOS decisions are binding on the lender if accepted.
- Redress, if successful. Typical outcomes include a refund of interest and charges, 8% statutory interest on the refunded amount, and removal of adverse credit-file entries linked to the unaffordable catalogue credit.
For a step-by-step walk-through, see our guide to how an unaffordable lending claim works.
How far back can you claim?
There is no fixed cut-off, but two time limits matter:
- The Limitation Act 1980 — generally six years from when the issue arose, though courts and the FOS take a flexible view depending on when you reasonably became aware
- The FOS time-limit rules — usually six years from the event, or three years from when you knew (or should have known) there was a problem
In practice, claims on Creation accounts opened or increased in the last 10–15 years are often still viable. Older claims can sometimes still succeed, particularly where you only recently understood that the lending was unaffordable. For a fuller breakdown, see how far back can I claim for unaffordable lending?
What you might get back
Creation catalogue credit redress, where a claim succeeds, typically includes:
- A refund of all interest, fees and charges applied to the account from the point at which it became unaffordable
- 8% statutory interest added on top of the refunded amount, calculated from the date each charge was paid
- Removal of adverse credit-file entries linked to the unaffordable catalogue credit, including any default markers
- Adjustment or write-off of any outstanding balance — if you still owe money on the Creation account, the refund is usually applied against the balance first, with any surplus paid out to you
How redress is calculated is explained in detail in our guide on how unaffordable lending redress is calculated.
Frequently asked questions
Can I claim if I’ve already closed my Creation account?
Yes. You can make an unaffordable lending complaint about a Creation account that has been closed, paid off, or written off. The lender is still obliged to investigate the affordability of the original lending decision and any subsequent limit increases.
Can I claim if I’m still using my Creation account?
Yes. You can complain about any Creation catalogue credit you hold or have held. If the claim succeeds and you still owe money, the refund is normally used to reduce the balance first.
What if my Creation debt was sold to a debt collector?
If Creation sold your debt to a third-party collector, you can usually still complain to Creation about the original lending decision and the way the account was managed. The complaint is about whether the lending was affordable when it was given, not about who currently owns the debt. If the claim succeeds and there’s still a balance with the debt collector, the redress is typically applied against that balance.
Will making a claim damage my credit file?
Making a complaint about unaffordable catalogue credit should not damage your credit file. If your claim is successful, adverse markers linked to the unaffordable lending may be removed, which can improve your file.
Do I have to use a claims company?
No. You’re free to complain directly to Creation and, if you’re not satisfied with their response, refer the complaint to the Financial Ombudsman Service free of charge. Most people we work with prefer to have a specialist claim partner build the case and deal with the lender on their behalf — but the choice is yours. The pros and cons are weighed up in our guide on whether you need a claims company.
Are there any fees if I use Claims Bible?
Claims Bible is an FCA-authorised introducer. We do not charge consumers a fee. If your case is referred to a claim partner and the claim succeeds, the claim partner charges a success fee — a percentage of the redress recovered, in line with the FCA’s fee cap rules. There is no fee if the claim is unsuccessful, and no upfront cost. Full fee details are provided before you sign anything. Read our fees page.
How long does a Creation claim take?
Creation has up to eight weeks to issue a final response. If the case goes to the Financial Ombudsman, decisions can take several months depending on complexity and the FOS workload at the time. Our guide on how long an unaffordable lending claim takes has more detail.
Related guides
- What is unaffordable lending?
- The CONC rules on affordability — a plain-English guide
- Do I have an unaffordable lending claim?
- How the Financial Ombudsman handles unaffordable lending complaints
- What evidence do I need for an unaffordable lending claim?
Check If You Could Be Owed Compensation
You may be eligible to complain if a lender gave you credit you couldn’t afford. Start a free check in minutes — no paperwork needed. No win, no fee if you choose to proceed.
