Not upheld: credit file reporting accuracy and transparency complaint against Aviva Insurance Limited

Decision detail

Summary

Ms N complained about an entry on her credit file described as 'Aviva Online Unsecured Loan' that appeared in December 2025 following her insurance policy renewal. She believed the entry was misleading and appeared suddenly without justification. AIL explained that they set up a new account number for each policy renewal, resulting in separate credit file entries, and that they do not control how entries are labelled by credit reference agencies. The ombudsman found that AIL's reporting was fair and reasonable, that no incorrect information was supplied, and that the timing of the entry was justified by the policy renewal process.

The Ombudsman's reasoning

The ombudsman found that AIL's reporting was fair and reasonable because: (1) the timing of the entry in December 2025 was reasonable given that a new account number is set up for each policy renewal; (2) AIL is not in control of how entries are labelled on credit files; (3) there was no evidence that AIL supplied incorrect information or reported information inconsistently with their normal practices; and (4) the fact that a third-party credit reference agency amended the credit file did not necessarily mean AIL reported incorrect information.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website