Reclaim Mis-Sold Catalogue Credit (Very, Littlewoods Irresponsible Lending)

Catalogue and mail-order accounts from brands like Very and Littlewoods are a form of running-account credit. The lender had to assess whether your credit limit, and each increase to it, was affordable and sustainable. If you were given a high limit or repeated limit increases that didn't fit your income, or interest piled up on a buy-now-pay-later balance you couldn't clear, the lending may have been irresponsible. A successful complaint typically refunds interest and charges on the unaffordable portion, plus 8% statutory interest. You send it yourself and keep 100%.

Reviewed by Corey Musa, Founder·Last reviewed June 2026·LinkedIn

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Your rights

The FCA's CONC rules on creditworthiness and affordability (CONC 5) apply to running-account catalogue credit, including the duty to reassess affordability before increasing a credit limit. Complain to the lender first (for Very and Littlewoods this is Shop Direct Finance Company, part of The Very Group). You can refer the complaint free to the Financial Ombudsman Service once you have a final response, or once 8 weeks have passed without one. FOS can order a refund of interest and charges plus 8% simple statutory interest and credit-file correction.

Step by step

1Note your account history: the opening credit limit, the dates and sizes of any limit increases, and periods where you only made minimum payments or used buy-now-pay-later deferrals. Request a statement of account or submit a Subject Access Request if needed.
2Complain in writing to the lender stating that the original limit and/or the increases were unaffordable, that they failed to carry out a reasonable and proportionate affordability assessment under CONC 5 before lending or raising your limit, and that you want a refund of interest and charges plus 8% statutory interest.
3Allow up to 8 weeks for a final response, keeping dated copies of everything.
4If they reject or underpay, refer it free to the Financial Ombudsman Service, normally within 6 months of the final response.

What they'll say, and your comeback

“You never missed a payment, so the credit was clearly affordable.”

Comeback, Maintaining minimum payments often masks unaffordability, especially where interest grows faster than the balance falls. CONC requires sustainable repayment, not just the avoidance of arrears.

“Credit-limit increases were automatic and you could have opted out.”

Comeback, An automatic increase doesn't remove the lender's duty to reassess affordability before raising your limit. The onus is on the lender to check, not on you to decline.

“The buy-now-pay-later interest was clearly explained in the terms.”

Comeback, Clear terms don't make unaffordable lending responsible. The issue is whether you could sustainably repay the balance, including any deferred interest, not whether the charges were disclosed.

FAQ

I only paid the minimum for years. Is that relevant?

Yes. Long periods of minimum-only payments, particularly while limits were being increased, are a strong indicator that the credit was unaffordable and that the lender should have intervened rather than lending more.

Who do I actually complain to for Very and Littlewoods?

Both brands are operated by The Very Group (Shop Direct Finance Company), so your complaint goes to that lender's complaints team. If unresolved after their final response or 8 weeks, you can refer the same complaint to the Financial Ombudsman Service for free.

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A self-serve tool, not a law firm. General information, not legal advice.