Not upheld: late payment marker recording and communication adequacy complaint against Barclays Bank UK PLC (trading as Barclaycard)

Decision detail

Summary

Mr C complained that Barclaycard unfairly recorded late payment markers on his credit file following late payments in 2024 and 2025. Mr C argued that Barclaycard failed to communicate adequately, claiming he did not receive SMS warnings or other notifications. The Investigator determined that only the 2025 complaint could be considered, as the 2024 complaint fell outside the six-month referral window. The Ombudsman upheld the Investigator's decision, finding that Barclaycard provided sufficient information through monthly statements and was not obligated to provide additional communication before recording a late payment marker for a payment that was factually made late.

The Ombudsman's reasoning

The Ombudsman found that Barclaycard provided Mr C with all necessary information via monthly statements to enable timely payment. The firm was not obligated to provide additional communication before recording a late payment marker, as it cannot know in advance that a payment will be late. The fact that payment was made late justified the recording of the late payment marker with Credit Reference Agencies. Mr C's argument that Barclaycard should have done more in terms of communication was rejected as unreasonable.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website