Partially upheld: Credit file / adverse marker disputes complaint against Landmark Mortgages Limited
Financial Ombudsman decision DRN-6335743 of 2026-07-07T00:00:00+00:00. Credit file / adverse marker disputes complaint against Landmark Mortgages Limited. Outcome: Partially upheld.
Decision detail
| Reference | DRN-6335743 |
|---|---|
| Decision date | 2026-07-07T00:00:00+00:00 |
| Firm | Landmark Mortgages Limited |
| Product | Mortgage |
| Claim type | Credit file / adverse marker disputes |
| Outcome | Partially upheld |
| Remedy | Landmark Mortgages Limited to pay £250 compensation to Mr M (as already agreed, with deduction for any amounts already paid). Remove late payment reports for July 2025, December 2025, and January 2026 from credit file. |
Summary
Mr M complained that Landmark Mortgages Limited unfairly reported mortgage arrears to credit reference agencies for payments made in August 2025, December 2025, and January 2026, and for a missed payment in February 2026. Landmark had previously agreed to remove the July 2025 late payment and agreed to remove the December 2025 and January 2026 late payments, offering £250 total compensation. The ombudsman upheld removal of the December 2025 and January 2026 late payments due to Landmark's errors with paying in slips, but rejected removal of the August 2025 late payment as it was correctly applied per Landmark's stated policy. The ombudsman also found the February 2026 late payment reporting fair, as Mr M could have used alternative payment methods. The ombudsman upheld the £250 compensation as fair and reasonable given Landmark's errors and the inconvenience caused.
The Ombudsman's reasoning
The ombudsman found that Landmark correctly applied the August 2025 payment in accordance with its stated policy, as it was made after 4pm on a Saturday. However, Landmark made errors by providing incorrect paying in slips for December 2025 and January 2026 payments, justifying removal of those late payment reports. For February 2026, while Landmark made errors, Mr M could have used alternative payment methods and did not attempt payment until too late. The ombudsman rejected Mr M's request to change Landmark's processes to accommodate end-of-month payments on weekends or bank holidays, finding this unreasonable. The £250 compensation was deemed fair given Landmark's multiple errors and the inconvenience caused.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Landmark Mortgages Limited, all decisions | 118 | 22% |
| Credit file / adverse marker disputes, all decisions | 9,707 | 27% |
| Mortgage, all decisions | 24,714 | 22% |
Source
Read the original decision on the Financial Ombudsman Service website