Car Finance Decision Reference 2025-0213

• Case Outcome: Upheld
• Year: 2025
• Reference: 2025-0213
• Date: 22 December 2025
• Subject Matter: Car Finance
• Finantial Sector: Banking
• Conducts Complained Of: Incorrect information sent to credit reference agency

Decision Ref:

2025-0213

Sector:

Banking

Product / Service:

Car Finance

Conduct(s) complained of:

Incorrect information sent to credit reference

agency

Outcome:

Upheld

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

Background

This complaint relates to the reporting of a Hire Purchase Agreement to the Central Credit

Register (‘CCR’) by the Provider.

The Complainant’s Case

This complaint refers to the Complainant's 'Motor Finance Hire Purchase Agreement'

(the “Agreement”), number 689*** with the Provider. The Agreement commenced in

March 2019, and the Complainant contends that subsequent incorrect loan information

was reported to the Central Credit Register (“CCR”) by the Provider. The Complainant

submits that she purchased a vehicle and agreed to repay the outstanding borrowed sum

over a term of 37 months, commencing in April 2019. The Complainant submits she made

the monthly repayments until September 2019 when she “repaid the loan in full.” In April

2021, the Complainant says she received a letter from the Provider advising that it had

continued to report the hire purchase agreement to the CCR in error. She submits that the

letter, dated 29 March 2021, apologised to her for the “inaccurate information” being

reported to the CCR regarding motor finance agreement 689***.

The Complainant submits that “in 2020 I was applying for a mortgage and was refused

based on my CCR, in the past year house prices have gone up by 40K.” The Complainant