Partially upheld: incorrect information on credit file / administrative error in name demerging complaint against TRANSUNION INTERNATIONAL UK LIMITED

Decision detail

Summary

Mr L complained that TU incorrectly reported information on his credit file after he changed his name, claiming this caused him to be declined for rental accommodation and finance applications, resulting in financial losses. TU accepted the error occurred from September to December 2025 and offered £150 compensation, which an Investigator increased to £400. The ombudsman upheld the complaint regarding the error itself and the £400 compensation, but rejected claims for financial losses because evidence showed Cifas markers and identity mismatches (not TU's error) were the primary reasons for application declines, and TU is not responsible for Cifas markers applied by finance providers.

The Ombudsman's reasoning

TU made a clear error in demerging Mr L's credit history from his former name for approximately four months, which warrants compensation. However, the evidence does not establish that TU's error was the sole or main reason for Mr L's declined applications. Multiple lettings agents and lenders cited Cifas markers as a primary concern, and TU is not responsible for Cifas markers applied by finance providers. Additionally, Mr L's applications in his former name cannot be attributed to TU's error. The evidence shows TU's credit file was corrected by December 2025, and subsequent issues appear to relate to other factors including Cifas markers and identity discrepancies not caused by TU.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website