Not upheld: incorrect information on credit file; dispute handling; credit score impact complaint against Experian Limited

Decision detail

Summary

Mr D complained that Experian was reporting an account with company A that did not belong to him. Experian raised a dispute with A, but A initially did not consent to removal. After Mr D contacted A directly, A agreed to removal, and Experian removed the account in September 2025. Mr D complained about conflicting information from Experian, a requirement to pay for a subscription, and alleged financial losses from higher lending rates. The ombudsman found that Experian properly followed procedures by obtaining consent from the data owner before removal, quickly corrected a single instance of incorrect information, and promptly updated the credit file once consent was received. The complaint was not upheld.

The Ombudsman's reasoning

Credit Reference Agencies like Experian do not own the data they report; they must obtain consent from data owners to remove information. Experian properly raised disputes with A when Mr D complained, but could not remove the information until receiving consent via official channels. Although Experian provided incorrect information on one occasion, it corrected this the next day, and the error did not cause financial detriment because the account information was still legitimately being reported at that time. Once proper consent was received, Experian promptly updated the credit file. The ombudsman rejected claims of financial loss and refund of subscription fees as unsubstantiated and not causally linked to any Experian error.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website