Upheld: incorrect data matching - credit file merged with another person's information complaint against Equifax Limited

Decision detail

Summary

Mrs C complained that Equifax Limited incorrectly merged her credit file with a relative's, showing a false financial association. Equifax acknowledged the error was caused by its data matching system incorrectly linking Mrs C and her relative due to name similarity and a shared previous address. Once notified, Equifax investigated over six weeks, then took corrective action by loading a Notice of Disassociation and removing the linked address. Mrs C sought £300 compensation for significant distress and relationship breakdowns, but the ombudsman upheld Equifax's offer of £50, finding it fair given no financial loss occurred and Equifax acted appropriately once aware of the issue.

The Ombudsman's reasoning

The ombudsman found that while Equifax made an error in its data matching system, it acted fairly in resolving the matter once notified. Equifax took appropriate corrective steps including loading a NOD and removing the linked address. The six-week investigation period was reasonable given that Equifax's own systems did not reflect the financial association Mrs C saw on the third-party report. The ombudsman could only hold Equifax responsible for its own actions, not those of third parties or the impact on Mrs C's family relationships. The £50 compensation was considered fair as there was no financial loss or ongoing detriment attributable to Equifax's actions.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website