Not upheld: credit application refusal and alleged misleading pre-approval process complaint against Home Retail Group Card Services Limited trading as Argos Card

Decision detail

Summary

Mr H complained that Argos misleadingly pre-approved him for a £350 credit card in August 2025, leading him to expect approval, but then declined his full application without calling him as promised and without providing adequate explanation. Mr H argued that Argos' consideration of his completed DRO (over 12 months old) was disproportionate and that he should have been given an opportunity to explain his current financial position. The ombudsman found that pre-approval processes are standard industry practice and not binding guarantees, that Argos is entitled to review all information on a credit file including completed DROs which remain for six years, and that without evidence of the specific communications Mr H received, there was insufficient evidence of misleading conduct. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that pre-approval processes are standard industry practice and are not binding guarantees of credit. Without seeing the specific communications Mr H viewed during pre-approval, there was insufficient evidence to conclude the process was misleading. The ombudsman determined that Argos, as a responsible lender, is entitled to review all information on a consumer's credit file including completed DROs, which remain on file for six years. Different lenders have different commercial lending criteria and risk appetites, and this service cannot interfere with commercial discretion. The ombudsman noted that Argos was not obligated to provide a detailed explanation for the refusal or to call Mr H to give him an opportunity to provide context.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website