Upheld: unfair credit file reporting and late payment markers complaint against National Westminster Bank Public Limited Company (NatWest)

Decision detail

Summary

Mrs B and Mr G complained that NatWest unfairly recorded late payment markers on their credit file for April 2025 and June 2025, claiming financial and reputational harm and seeking £8,000-£15,000 in compensation. NatWest admitted the errors and removed the markers, agreeing to pay £200 compensation. The ombudsman upheld the complaint but rejected the higher compensation claim, finding no evidence of actual financial loss or refused credit resulting from the mistaken entries. The ombudsman also declined to consider a new issue regarding a £3.81 discrepancy that Mr G raised during the investigation, as it was not part of the original complaint.

The Ombudsman's reasoning

The ombudsman found that while NatWest made errors in recording late payment markers, the underlying issue has been rectified by removing the markers from the credit files. The ombudsman rejected the claim for £8,000-£15,000 compensation because no evidence was provided of actual financial loss, missed opportunities, or refused credit resulting solely from the mistaken entries. The £3.81 discrepancy raised by Mr G in December 2025 was not part of the original complaint and cannot be considered as it would make the complaint a moving target. The £200 compensation for distress and inconvenience is fair and reasonable given the circumstances.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website