Not upheld: incorrect account status communication and document access functionality complaint against Fairscore Ltd trading as Updraft

Decision detail

Summary

Mr L complained that Updraft incorrectly informed him his settled loan account was in arrears on 31 July 2025 and that he was unable to access loan documents through the app. Updraft had issued an erroneous Notice of Sums in Arrears due to system changes that misclassified closed accounts, but corrected the error within approximately 90 minutes the same day. For the document access issue, Updraft offered to resend documents via email after troubleshooting steps failed to resolve the app functionality problem. The ombudsman found that Updraft's prompt correction of the arrears error and provision of alternative document access constituted fair and reasonable conduct, and therefore did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman found that while the incorrect arrears communication was concerning, Updraft identified and corrected the error within approximately 90 minutes on the same day, providing clear reassurance. The ombudsman noted that Mr L himself recognized the message was likely a technical error given the account had been settled years earlier. Regarding document access, the ombudsman found that where a technical issue cannot be resolved, a business must take reasonable steps to ensure customers can still access needed information, which Updraft did by offering to resend documents via email. The ombudsman concluded that Updraft's alternative provision of documents meant Mr L was not disadvantaged by the app functionality issue.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website