Bank error - Missed mortgage payment

budg13

Hi there, looking for some advice on how to handle this issue/complaint.

My mortgage lender (Natwest in this case) incorrectly recorded a missed payment on my mortgage back in May 2026.

They failed to notify me via any means. No letter, email or phone call.

I only found this out when I checked my credit report (both Experian and Equifax) in July, and both were reporting a significant drop in my credit score due to a missed mortgage payment from Natwest in May.

Had I not checked, I understand this would have had potentially serious implications for any credit, finance or borrowing applications.

I raised this as a complaint, and they feel the appropriate resolution is a cash offer of £150 (and some flowers for my wife, which, condescension aside, really doesn't feel like it cuts the mustard).

They have admitted their error. Put it down to a "glitch" in their reporting and seem to think that's the end of it.

My question to the forum is; has anyone had this happen to them before? What did you/your lender do to resolve this?

Alternatively, does anyone have any advice on how far to take this?

Feels like a case for the FOS, but I'm not 100% sure if this would be taken as seriously as I'd like it to be.

Thank you in advance.

la531983

If they have corrected the error, the above seems absolutely fair.

Have they?

What material loss have you actually suffered? I suspect its £150 less than the cash amount you have been offered.

budg13

https://forums.moneysavingexpert.com/discussion/comment/82063628#Comment_82063628

They have corrected the error, yes. It'll show on my (our) credit file(s) in the next 6-8 weeks or so.

In the meantime, I can't apply for credit as I have a big red mark on my credit file. I'm in a position where I would like to apply for finance on a new vehicle, but really don't fancy the rejection or hard search on my credit file.

£150 for an error that they didn't inform me of (and took it upon themselves to inform credit agencies) seems a bit light, no?

la531983

Not really, you have suffered absolutely no loss and they have admitted the mistake.

budg13

https://forums.moneysavingexpert.com/discussion/comment/82063636#Comment_82063636

So, to be clear - there is nothing holding Natwest to account for failing to report a missed mortgage payment to me?

They just get to carry on and it's on me to proactively check my credit file for "missed" payments? Or to be informed by a third-party lender than my credit file is shot to bits for no reason?

I

la531983

People should check it themselves every so often anyway. One missed payment, reported in error, is hardly "shot to bits" and in this case a rectifiable mistake.

How much do you want out of them?

Jumblebumble

https://forums.moneysavingexpert.com/discussion/6675624/bank-error-missed-mortgage-payment

I imagine that the FOS would have awarded you £150.00

Exodi

This feels like a bit of a storm in a tea cup.

No tangible loss, no real intangible impact either and a £150 goodwill gesture with some flowers (which you seem to be offended by?).

Do you not make mistakes? How much do you think they should give you? £1,000? £10,000? More? Do you want them to guarantee to you in writing that no employee in their business will ever make a mistake again?

These things happen unfortunately, it sounds like it was picked up and resolved quickly, so I'd encourage you to move on and focus on more important things.

I have been in your shoes - I was days away from accidently being given a CCJ once because the claimant submitted my details to the court instead of the actual defendant (who had the same name). When I received the letter of the hearing, I didn't sweat it, it was obviously a mistake (like yours) and I knew it would be resolved by a couple of emails/calls (which it was). To be honest, I didn't even think to ask for compensation or flowers (I guess I missed a trick there).

budg13

https://forums.moneysavingexpert.com/discussion/comment/82063772#Comment_82063772

Maybe you're right.

But just in case it wasn't clear - yes it was picked up quickly. By me, not them.

You definitely missed a trick with the flowers though. Nobody is offended by them - it was just an aside - from experience of dealing with complaints, I've never once been offered them - but my wife has.

I'll probably aim for closer to that £1,000 mark with my follow-up letter in truth. Worst case scenario, it's £150 and some flowers I guess. Then they can make as many mistakes as they like, given there's nothing to hold them accountable.

Thanks for the advice, everyone. Always a pleasure

MEM62

https://forums.moneysavingexpert.com/discussion/comment/82063641#Comment_82063641

They have apologised, correct the matter and offered you some compensation. What more do you want? No organisation is 100% error free and you are, frankly, overreacting to the situation.

budg13

https://forums.moneysavingexpert.com/discussion/comment/82064675#Comment_82064675

We shall see!

Interestingly, my wife made a separate independent complaint and was offered more compensation than me (and some more flowers).