Creation: most-reported complaints
Automated analysis of 2,885 public Trustpilot reviews published 2025-07-22 to 2026-09-27. TrustScore 4.7 from 119,496 total reviews — see the Trustpilot page. Quick answer: is Creation legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report account and app problems, citing 390 instances of issues such as system crashes during purchases. Support-related concerns are also frequent, with 202 reports of unhelpful assistance and 140 reports of unreachable customer service. These support complaints have shown a rising trend, while account issues and other problems remain flat.
How to reach Creation
These are the contact details Creation publishes on its Trustpilot profile, as of our last check on 2026-09-27 — phone +44 371 402 8905, address AIR Building, 35 Homer Road, Solihull, B91 3QJ, GB.
The company claimed its Trustpilot profile on 2017-03-06, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. Trustpilot ranks it 44 of 116 in Financial Institution. We last checked this profile on 2026-09-27 and found 3 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.1★ on Google (0 reviews) · 1.5★ Reviews.io (231)
TrustScore over time
4.7 → 4.7 across 15 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (98%, 1.1d) · 2026-08-18 (99%, 1.1d) · 2026-08-21 (99%, 1.1d) · 2026-08-24 (99%, 1.1d) · 2026-08-27 (99%, 1.1d) · 2026-09-01 (99%, 1.2d) · 2026-09-04 (100%, 1.3d) · 2026-09-07 (99%, 1.2d) · 2026-09-10 (100%, 1.2d) · 2026-09-13 (97%, 1.2d) · 2026-09-16 (99%, 1.2d) · 2026-09-20 (99%, 1.1d) · 2026-09-23 (100%, 1.1d) · 2026-09-27 (99%, 1.1d).
Severity: 19% of this company’s 848 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In June 2026, 67% of 130 one-to-three-star reviews were 1★; in September 2026, 88% of 234.
Counted from June 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (892 reviews record both dates).
What their policy promises
refund window: 12 months — meanwhile 18 reviewers in our census window reported refund delays.
“By default, we save your cookie choices on a device for a maximum of 12 months.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 816 negative reviews that received a public reply, the median wait was 0.6 days — the company profile reports an average of 1 days.
Reply quality: of 816 company replies to negative reviews analysed, 23% engaged with the specific problem and 68% were generic templates.
Review provenance: 1806 company-invited reviews in the recent window average 4.80★, while 487 organic (uninvited) reviews average 3.18★.
12% of its 1898 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: account/app problems makes up 46% of this company’s complaints vs a 15% median across 112 ranked companies in its sector.
Review velocity: 22,384 of this company’s 119,496 Trustpilot reviews (19%) were written in the last 12 months.
What are the most common complaints about Creation?
Account/app problems
390 reports · 46% of complaintssteady“System crashed during iPhone 18 pre-order meaning I wasted an hour”
4 readers marked this review helpful on Trustpilot.
“The website was struggling and crashed whilst I was signing the E-sign”
4 readers marked this review helpful on Trustpilot.
“Website down on the new Apple release day causing delays”
4 readers marked this review helpful on Trustpilot.
Support unhelpful
202 reports · 24% of complaintsrising since 2026-05“completely unable to offer any help, or indeed even understand whether they had received my order or not”
3 readers marked this review helpful on Trustpilot.
“he could no longer log into his Creation account. We tried the website, the app and multiple devices”
The company replied on 2026-09-15: “Hi Vivian, Thanks for taking the time to leave this feedback. I do apologise for the trouble you have had with this. I have sent you a request for more information on your account and contact…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“I am now also having problems logging into the Creation app at all”
The company replied on 2026-09-14: “Hi Jordan, Thanks for taking the time to leave this feedback. We do apologise for the technical issues we experienced, these have since been resolved. Thank you for your patience. Please retry and do…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Support unreachable
140 reports · 16% of complaintsrising since 2026-05“their app is still down, their website Apple Finance page is still down”
The company replied on 2026-09-14: “Hi, Thanks for taking the time to leave this feedback. We are aware and do apologise for the technical issues we are experiencing and thank you for your patience while we urgently work to resolve…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“App won't load, website won't load, and their support team has no idea”
The company replied on 2026-09-15: “Hi, Thanks for taking the time to leave this feedback. We are aware and do apologise for the technical issues we are experiencing and thank you for your patience while we urgently work to resolve…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Creation app is still up to this moment glitching and not letting me login due to “unexpected error”.”
The company replied on 2026-09-15: “Hi Anna, Thanks for taking the time to leave this feedback. I do apologise for the trouble you have had with this. I have sent you a request for more information on your account and contact details,…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Other
84 reports · 10% of complaintssteady“Without any checking they just rejected the finance . Unbelievable”
The company replied on 2026-09-15: “Hi Naveed, Thanks for taking the time to leave this feedback. I do apologise for the trouble you have had with this. I have sent you a request for more information on your account and contact…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Never had a worse experience trying to finance a phone than with creation”
The company replied on 2026-09-14: “Hi Thanks for taking the time to leave this feedback. I do apologise for the trouble you have had with this. I have sent you a request for more information on your account and contact details, via…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“cheek to do a hard credit scoring check after a soft search pass”
The company replied on 2026-07-01: “Hi Alex, Thanks for taking the time to leave this feedback. I do apologise for the trouble you have had with this. Please do not hesitate to contact us if you have any questions regarding the…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Billing errors
83 reports · 10% of complaintsrising since 2026-05“the credit plan for my cancelled order is still sitting there and has reduced my limit”
The company replied on 2026-09-16: “Hi Laura, Thanks for taking the time to leave this feedback and for taking my call. I do apologise for the trouble you have had with this but I am happy to have assisted you with your query. Please…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Creation is still harrassing me with aggressive and communication saying I am in arrears”
The company replied on 2026-09-16: “Hi Alison, Thanks for taking the time to leave this feedback. I do apologise for the trouble you have had with this. The complaints team will be in touch to discuss this ASAP. Please do not hesitate…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I never received any communication in regards to my query, just a letter threatening to issue a default”
The company replied on 2026-08-06: “Hi Alexina, Thanks for taking the time to leave this feedback and replying to my request for account information. I do apologise for the trouble you have had with this. I have called you multiple…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Misleading pricing
41 reports · 5% of complaintsrising since 2026-05“why show an available flexible credit amount if it cannot actually be reused?”
The company replied on 2026-07-28: “Hi Talha, Thanks for taking the time to leave this feedback. I do apologise for the trouble you have had with this. We will be in touch to discuss your review. Please do not hesitate to contact us if…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“The actual credit contract also feels misleading as not clearly stating what APR you’re agreeing to.”
1 reader marked this review helpful on Trustpilot.
“£2,000 borrowed, but over 36 months will cost £3,722. Usury.”
The company replied on 2026-09-17: “Hi Nicholas, Thanks for taking the time to leave this feedback. I do apologise for the trouble you have had with this. I have sent you a request for more information on your account and contact…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Compare Creation with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-27.