Not upheld: Credit file / adverse marker disputes complaint against Lendable Ltd trading as Zable

Decision detail

Summary

Mr B complained to Zable about incorrect credit file reporting of his payment arrangement and arrears. Zable initially rejected the complaint but subsequently acknowledged the error, corrected the credit file, and paid £200 compensation plus £82.21 credit to clear the account. Mr B then complained about the complaint handling process, citing poor customer service and failure to escalate, which Zable addressed by paying an additional £25 compensation. The ombudsman found the original credit file issue was resolved fairly and appropriately, could not investigate complaint handling itself, and found no evidence of unfair treatment or Equality Act breaches related to Mr B's disability.

The Ombudsman's reasoning

The ombudsman found that Zable appropriately resolved the credit file reporting error by amending the file and paying fair compensation of £200, with an additional £82.21 credit that exceeded expectations. Regarding complaint handling, the ombudsman noted it cannot investigate complaint handling itself but found no evidence of inappropriate or unprofessional responses, and that escalation occurred appropriately. The ombudsman acknowledged some emails were not responded to but found this acceptable where points had already been addressed or emails were sent after final response. Regarding the disability claim, the ombudsman stated it cannot determine Equality Act breaches and found no evidence of unfair treatment.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website