Not upheld: Credit file / adverse marker disputes complaint against Barclays Bank UK PLC trading as Tesco Bank

Decision detail

Summary

Mr B complained about a missed payment of £10.31 recorded on his credit file by Tesco Bank after he amended his direct debit instruction on 15 December 2025 to collect the full balance. The app provided a clear warning that the new direct debit wouldn't take effect before the payment due date of 18 December 2025 and prompted Mr B to make a payment at that time, which he declined. Mr B argued the system design and timing were unclear and that recording a missed payment for £10.31 lacked proportionality. The ombudsman found the warnings were clear and the missed payment accurately reflected Mr B's failure to pay by the due date, so the complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Tesco Bank provided clear information to Mr B both in the statement and through the app warning that a payment was still required by 18 December 2025 before the new direct debit arrangement would take effect. Mr B was specifically prompted to make a payment at the time of amending the direct debit and chose not to do so. The missed payment accurately reflected Mr B's failure to pay by the due date, and the credit file entry was therefore accurate and fair. The ombudsman was not persuaded that the system design or timing made it unclear that a payment could be missed.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website