Upheld: unfair credit file reporting and incorrect missed payment markers complaint against Metro Bank PLC

Decision detail

Summary

Mr C complained that Metro Bank PLC unfairly recorded missed payment markers on his credit file for April, May, and June 2025, despite being in an arrangement to pay and making all required £300 monthly payments. Metro initially offered £100 compensation, then increased it to £200, but Mr C sought approximately £1,000, claiming the incorrect information caused other creditors to reduce his credit limits and prevented him from pursuing a business venture and obtaining a mortgage. The ombudsman upheld the complaint and awarded £200 compensation, finding Metro's error was clear but rejecting claims for additional losses as Mr C provided no evidence that Metro's actions were the sole cause of his credit difficulties.

The Ombudsman's reasoning

The ombudsman found that Metro Bank made a clear error in recording missed payments when Mr C was in an arrangement to pay and had made all required payments. While Metro corrected the error promptly after complaint, the ombudsman considered it should have been resolved when Mr C first contacted them in August 2025. However, the ombudsman could not establish that Metro's error was the sole cause of Mr C's reduced credit limits or mortgage difficulties, as Mr C provided no supporting evidence despite being asked multiple times. The ombudsman rejected the claim for losses related to the business venture and mortgage applications, but upheld the complaint for compensation reflecting the distress and inconvenience caused by the error and the delay in initial resolution.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website