Not upheld: inaccurate credit file reporting and unfair credit file entries complaint against NewDay Ltd trading as Marbles
Financial Ombudsman decision DRN-6226261 of 2026-06-15T00:00:00+00:00. inaccurate credit file reporting and unfair credit file entries complaint against NewDay Ltd trading as Marbles. Outcome: Not upheld.
Decision detail
| Reference | DRN-6226261 |
|---|---|
| Decision date | 2026-06-15T00:00:00+00:00 |
| Firm | NewDay Ltd trading as Marbles |
| Product | Credit card |
| Claim type | inaccurate credit file reporting and unfair credit file entries |
| Outcome | Not upheld |
| Remedy | NewDay amended Miss S's credit file for October 2025 and paid compensation (amount not specified in decision). No further remedy was ordered. |
Summary
Miss S complained that NewDay Ltd recorded inaccurate and unfair missed payment information on her credit file during a payment holiday period. She had an overdue amount of £411.85 when her first payment holiday ended on 7 October 2025, and when she requested an extension on 6 October 2025, the agent did not clearly advise her that the overdue amount needed to be paid immediately to prevent credit file impact. NewDay extended the payment holiday but recorded missed payments for October and November 2025 on her credit file. The ombudsman found that while the agent's advice lacked clarity, NewDay had provided sufficiently clear written information in the initial payment holiday letter and subsequent communications explaining that overdue amounts would be reported to credit reference agencies. The ombudsman upheld NewDay's amendment of the October 2025 credit file entry but declined to order further amendments for November and December 2025, finding no grounds to do so based on the clear written communications provided.
The Ombudsman's reasoning
While the ombudsman agreed that the agent's advice on 6 October 2025 lacked clarity regarding credit file impact, the complaint could not be upheld because the information provided in the initial payment holiday letter and the subsequent letter and statement sent on 8 October 2025 clearly explained that overdue amounts would be reported to credit reference agencies. The ombudsman found that Miss S was aware or ought to have been aware that the outstanding balance needed to be paid when the first payment holiday ended. The ombudsman considered that NewDay's amendment of the credit file for October 2025 was fair given the lack of clarity during the call, but found no grounds to amend the credit file for November and December 2025 because the written communications were sufficiently clear.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| NewDay Ltd trading as Marbles, all decisions | 11 | 18% |
| Credit card, all decisions | 25,211 | 22% |
Source
Read the original decision on the Financial Ombudsman Service website