Not upheld: credit file reporting accuracy complaint against Santander UK Plc

Decision detail

Summary

Ms P complained that Santander unfairly reported missed mortgage payments to credit reference agencies after she experienced temporary unemployment and payment difficulties in August 2024 and February 2025. Santander had agreed payment arrangements with Ms P during these periods, but her account remained in arrears of more than one month. The ombudsman found that Santander's reporting to credit reference agencies was accurate and fair, as it correctly reported the account status based on whether arrears exceeded one monthly payment. The ombudsman noted that while the credit reference agency displayed this as 'missed payments', Santander was not responsible for how third parties chose to display the information. The complaint was not upheld.

The Ombudsman's reasoning

Santander's reporting to credit reference agencies was accurate and fair based on its policy of reporting accounts as in arrears when arrears exceed one monthly payment. The ombudsman found that Santander correctly reported the account status at each month-end. While Ms P disputes how the credit reference agency displays this information as 'missed payments', Santander is not responsible for how third parties choose to display the information it reports.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website