Not upheld: Credit file / adverse marker disputes complaint against Next Retail Limited

Decision detail

Summary

Mrs M complained that Next Retail Limited unfairly reported a late payment marker to credit reference agencies after she missed a £13 payment in July 2025 due to email account issues and illness. Although Mrs M corrected the payment quickly once aware and had been a loyal customer, Next refused to remove the marker, citing its duty to report accurate information. The ombudsman did not uphold the complaint, finding that Next had no reasonable basis to be aware of Mrs M's circumstances and that customers bear ultimate responsibility for ensuring timely payments. The ombudsman noted that while sympathetic to Mrs M's situation, the late payment marker accurately reflected what occurred and Next was not obliged to remove it as a gesture of goodwill.

The Ombudsman's reasoning

The ombudsman noted that all lenders have a duty to report accurate information to credit reference agencies. While sympathising with Mrs M's circumstances (health issues and email problems), the ombudsman found that Next had no reasonable basis to be aware of these circumstances and therefore should not have taken different action. The ombudsman emphasised that it is ultimately the customer's responsibility to ensure payments are made on time and to inform the lender of any changes in circumstances. Next was not obliged to remove the marker as a gesture of goodwill, and the marker accurately reflected what occurred on the account.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website