Not upheld: unfair amendment of payment date and automatic reminder emails complaint against Gain Credit LLC trading as Drafty

Decision detail

Summary

Mr F complained that Drafty unfairly amended his payment date in December 2025 from the last working day to the last Friday of the month, resulting in a payment due on 24 December when he would not be paid until 31 December. After Mr F contacted Drafty on 16 December, the firm suspended the automatic payment to allow manual payment on 31 December, but Mr F received multiple automatic reminder emails despite this arrangement. The ombudsman found that Drafty's amendment of the payment date was reasonable given the bank holiday, and that even if moved to 29 December it would not have helped Mr F. The automatic reminder emails could not be suppressed, so no error occurred. The ombudsman upheld Drafty's removal of the late payment marker from the credit file and did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman found that Drafty acted fairly in amending the payment date to account for the bank holiday by moving it forward rather than backward. Although Mr F would have faced the same problem even if the payment had been moved to 29 December (as he was not paid until 31 December), Drafty took reasonable steps by suspending the automatic payment once aware of the issue. The automatic reminder emails, while frustrating to Mr F, could not be suppressed and therefore did not constitute an error. The removal of the late payment marker from the credit file was a fair and reasonable course of action.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website