Upheld: Service failures generally complaint against Sky UK Limited
Financial Ombudsman decision DRN-6444828 of 2026-06-22T00:00:00+00:00. Service failures generally complaint against Sky UK Limited. Outcome: Upheld.
Decision detail
| Reference | DRN-6444828 |
|---|---|
| Decision date | 2026-06-22T00:00:00+00:00 |
| Firm | Sky UK Limited |
| Product | Other regulated product |
| Claim type | Service failures generally |
| Outcome | Upheld |
| Remedy | Sky UK Limited must: (1) pay Mrs L £600 in total compensation to recognise the distress and inconvenience caused; (2) clear the outstanding balance on the account; (3) remove all adverse information from Mrs L's credit file; (4) close the account entirely and remove the entry from her credit file completely. |
Summary
Mrs L was the victim of identity theft when a credit agreement was fraudulently entered in her name in November 2024. Upon discovering the fraud in December 2024, she attempted to dispute the account but encountered significant customer service failures from Sky, including failure to use correct contact information she provided multiple times, lack of alternative contact attempts, and extended delays in investigating her fraud claim. Over a ten-month period, Mrs L made numerous contact attempts while also dealing with a debt collection agency, ultimately receiving a default notice that damaged her previously excellent credit file and resulted in increased insurance premiums and account closures. Although Sky eventually agreed to clear the balance and remove adverse credit information after the complaint reached the FOS, the ombudsman found the extended poor service caused considerable distress and upheld the complaint, awarding £600 compensation and requiring Sky to fully close the account and remove all credit file entries.
The Ombudsman's reasoning
The ombudsman found Mrs L's detailed and consistent testimony more credible than Sky's disputed recollection. Although Sky made some limited contact attempts, it failed to use correct contact information that Mrs L provided on multiple occasions, did not attempt email or postal contact despite having these methods available, and did not promptly transfer Mrs L to the fraud department or provide the fraud number when she first called. The extended ten-month period of poor service, inconsistent information, unfulfilled callback promises, and the resulting default notice and credit file damage caused considerable distress to Mrs L, particularly given her previously excellent credit history. Sky's conclusion that Mrs L was responsible for the delays was unreasonable given the clear evidence of Sky's service failures.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Sky UK Limited, all decisions | 63 | 42% |
| Service failures generally, all decisions | 34,193 | 32% |
| Other regulated product, all decisions | 47,449 | 30% |
Source
Read the original decision on the Financial Ombudsman Service website