Not upheld: credit file reporting accuracy and arrears communication complaint against Hutchison 3G UK Limited trading as Three
Financial Ombudsman decision DRN-6137689 of 2026-04-17T00:00:00+00:00. credit file reporting accuracy and arrears communication complaint against Hutchison 3G UK Limited trading as Three. Outcome: Not upheld.
Decision detail
| Reference | DRN-6137689 |
|---|---|
| Decision date | 2026-04-17T00:00:00+00:00 |
| Firm | Hutchison 3G UK Limited trading as Three |
| Product | consumer credit - fixed sum loans |
| Claim type | credit file reporting accuracy and arrears communication |
| Outcome | Not upheld |
| Remedy | No remedy directed. The £100 credit previously offered by Three for service failings (related to mishandling the complaint under Ofcom rather than FCA regulations) remains available for Ms X to accept if she contacts Three. |
Summary
Ms X complained that Three reported inaccurate late payment information to credit reference agencies following missed payments in May 2024 on two fixed sum loan agreements for mobile phones. Ms X claimed she had always paid on time and that Three's arrears communication was ineffective because she did not receive emails due to a changed email address she had not notified Three about. Three reported the late payments as accurate reflections of her payment history. The ombudsman found that Three's communication met regulatory requirements through emails and text messages, that Ms X was informed of specific arrears amounts in April and August 2025 via live chat, and that the information reported to credit reference agencies was accurate. The complaint was not upheld, though Three's £100 credit offer for separate service failings remained available.
The Ombudsman's reasoning
The ombudsman found that Three's communication regarding the missed May 2024 payments met regulatory requirements under CONC 7.3, including emails and text messages sent to contact details Ms X had provided. The problem was not that Three's communication was inadequate, but that Ms X had changed her email address without notifying Three. The ombudsman rejected the argument that text messages do not meet the standard for effective arrears communication, noting that Three used multiple communication methods. Ms X was informed of specific arrears amounts in April 2025 and August 2025 via live chat, contradicting her claim that she only learned the amounts in November 2025. The ombudsman held that Ms X ought reasonably to have been aware of the failed direct debit and should have updated her contact details. The information reported to credit reference agencies was an accurate reflection of her repayment history, and Three was required to report this accurately.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Hutchison 3G UK Limited trading as Three, all decisions | 6 | 17% |
Source
Read the original decision on the Financial Ombudsman Service website