How Sarah Got €3,500 for a Credit Report Error

Sarah (not her real name) discovered something alarming when she applied for a mortgage in early 2025: her Central Credit Register record showed a default against a credit card account she had closed and fully paid off three years earlier. The bank had failed to update the CCR, and the incorrect entry was blocking her mortgage application. She contacted the bank, who promised to “look into it,” but weeks passed with no resolution.

Frustrated, Sarah decided to take matters into her own hands. She started by sending a Subject Access Request to the bank under GDPR, which forced them to produce all records related to her account. The SAR revealed internal emails showing that a staff member had flagged the CCR error months earlier, but no action had been taken. Armed with this evidence, Sarah filed a formal complaint with the bank, citing specific breaches of the Central Credit Register reporting obligations and the Consumer Protection Code.

When the bank’s final response offered just €250 and a vague apology, Sarah escalated to the Financial Services and Pensions Ombudsman. She prepared a clear, chronological submission, attaching her SAR results, the mortgage broker’s letter confirming the CCR entry was the reason for her declined application, and screenshots showing the incorrect record. The FSPO investigation found the bank had breached its obligations and directed them to correct the CCR record immediately and pay Sarah €3,500 in compensation for the distress and inconvenience caused.

Sarah’s case illustrates several key lessons: always check your CCR record before applying for credit, use a Subject Access Request to gather evidence, and do not accept a low-ball offer from your provider if you believe you deserve more. The FSPO process took approximately five months from submission to decision, and Sarah did not need a solicitor at any stage.