Not upheld: Credit file / adverse marker disputes complaint against Aviva UK Digital Limited
Financial Ombudsman decision DRN-5557249 of 2025-07-14T00:00:00+00:00. Credit file / adverse marker disputes complaint against Aviva UK Digital Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-5557249 |
|---|---|
| Decision date | 2025-07-14T00:00:00+00:00 |
| Firm | Aviva UK Digital Limited |
| Product | Motor insurance |
| Claim type | Credit file / adverse marker disputes |
| Outcome | Not upheld |
| Remedy | No further action required. Aviva's £50 compensation for poor communication was deemed reasonable. |
Summary
Mr C complained that Aviva UK Digital Limited provided inaccurate information to credit reference agencies and unfairly increased his motor insurance premium. After Mr C paid off his policy balance in December 2024, he enquired when Aviva would update credit reference agencies to show no outstanding loan. Aviva explained it would report a zero balance but the arrangement would still show as a payment plan until May 2025. Mr C also complained about an 87% premium increase from May 2023 to May 2024, which coincided with a vehicle change and addition of a named driver. The ombudsman found the premium increase justified by the change to a more expensive vehicle and additional driver, and found that Aviva's responsibility regarding credit reference agencies was limited to providing accurate payment information. The ombudsman did not uphold the complaint.
The Ombudsman's reasoning
Regarding the premium increase, the ombudsman found that the change in vehicle (to a more expensive model) and addition of a named driver were legitimate factors affecting the price. The ombudsman noted that insurers have commercial discretion in risk assessment and pricing, and found no evidence of incorrect or unfair rating. The new policy Mr C obtained was only slightly cheaper than the renewal price, suggesting the renewal was broadly in line with market trends. Regarding credit reference agency reporting, the ombudsman found that Aviva's responsibility was to provide accurate information about payments made, not to determine how that information appeared on credit reports. Aviva clearly explained the process and timeframe to Mr C. The ombudsman noted Mr C had not provided his credit file or evidence of financial impact, and that only three weeks had passed before the complaint was raised, within the stated update timeframe. The ombudsman found no breach of Consumer Duty.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Aviva UK Digital Limited, all decisions | 8 | 12% |
| Credit file / adverse marker disputes, all decisions | 9,408 | 27% |
| Motor insurance, all decisions | 24,036 | 35% |
Source
Read the original decision on the Financial Ombudsman Service website