Not upheld: missed payment recording on credit file complaint against Barclays Bank UK PLC trading as Tesco Bank

Decision detail

Summary

Mr A complained that Tesco Bank unfairly recorded a missed payment on his credit file after he failed to make a £25 payment due on 20 August 2025. Mr A had called on 29 July 2025 to set up a direct debit, and the agent advised him he needed to make a manual payment for the July statement before the direct debit could take over in September. Mr A did not make the payment by the due date and Tesco Bank recorded the missed payment on his credit file, though it refunded the associated late fees and interest. The ombudsman found that the agent clearly explained the payment requirement, Mr A confirmed understanding, and the statement clearly set out the amount and due date, so the missed payment was accurately recorded and the complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Tesco Bank's agent clearly explained during the call that Mr A needed to make a manual payment before 20 August 2025, and this requirement was repeated and confirmed by Mr A. The statement dated 26 July 2025 also clearly set out the payment amount and due date. Although Mr A experienced technical difficulties viewing statements and did not receive the arrears letter, the ombudsman was satisfied that Mr A was aware of the payment obligation through the call and statement. Therefore, the missed payment was accurately recorded and Tesco Bank did not treat Mr A unfairly.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website