Not upheld: Credit file / adverse marker disputes complaint against Barclays Bank UK PLC trading as Tesco Bank

Decision detail

Summary

Ms M complained that Tesco Bank unfairly recorded a missed payment on her credit file. Ms M believed she had settled her account on 25 October 2025 with a payment of £5,548.13, but was unaware that purchase interest of £61.50 was subsequently applied, creating a new outstanding balance. She failed to pay the minimum payment of £73.17 due by 1 December 2025, resulting in late fees and a missed payment being recorded. Tesco Bank issued statements and multiple notices about the arrears, and later agreed to refund the late fees and interest as a gesture of goodwill. The ombudsman found no evidence that Tesco Bank made a mistake or treated Ms M unfairly, as the bank had clearly communicated payment obligations and Ms M had previously demonstrated the ability to manage her account. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Tesco Bank clearly communicated the outstanding balance and payment due dates through statements issued in line with Ms M's preferences. Ms M had demonstrated prior ability to check statements and make payments on time. The bank issued multiple notices about the missed payment (Default Sums notice on 5 December 2025, letter on 23 December 2025, and Notice of Sums in Arrears on 6 January 2026). The missed payment for November 2025 was correctly reported as Ms M failed to pay the minimum amount due by 1 December 2025. Although Tesco Bank refunded the late fees and interest as a gesture of goodwill, this did not indicate an error on the bank's part. The ombudsman found no evidence of mistake or unfair treatment in the recording of the missed payment on the credit file.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website