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If your query is listed below we can help you quickly handle this yourself, or give you the best way for you to contact us for the specific issue.

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You'll find an answer to most questions in our [FAQs] or via the topics listed on the left of this page. We'll usually be able to deal with your query quicker if you can direct it through one of these topics.

If you can't find the answer or topic you're after, let us know in the text box below.

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There could be a variety of reasons why you've been refused credit, but as a credit reference agency Experian doesn't make lending decisions and so we can't say why for certain. The best way to find out is to ask the company that refused you directly.

We can however offer some pointers as to what companies look for in credit applications. Things like your salary, outgoings, employment and marital status, as well as the information in your credit report can all have a major effect.

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If you think something isn't right or an account is missing from your Experian Credit Report, it may just be that it hasn't updated yet. We get updates from companies every month so changes can take up to six weeks to appear on your Experian Credit Report.

Remember that old accounts only remain on your Experian Credit Report for six years from when they were closed (no matter if they were settled or defaulted), after which we automatically remove them.

If you still think something's not right, let us know in the text box below. Alternatively, you can also contact us.

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If you've previously searched for a product like a credit card, it doesn't mean you now have an account with that company. However, the search does stay on your Experian Credit Report for one year as a record.

When you apply for credit, another product or a service using Experian, you're giving the company you apply to permission to look at your Experian Credit Report. Without your application it wouldn't have permission to see it.

If you still think there's a search on your Experian Credit Report that's not right, let us know in the text box below. Alternatively, you can also contact us

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If you see a linked address on your Experian Credit Report that you don't live at, it may be there for another reason:

  • If you've moved home and a company you have an account with changes your address in their records
  • If you've applied for credit, another product or a service with a company and have given them a previous address in your application
  • If you've had post delivered to an address while away from home, like a mail order or mobile phone delivery
  • If someone you're financially linked to has lived at or used this address.

Linked addresses can stay on your Experian Credit Report for up to eight years. If you still think a linked address on your report is wrong, let us know in the text box below. Alternatively, you can also contact us.

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We get our CCJ information from the Registry Trust Ltd (RTL), which it gets directly from the courts. Updates from RTL can take up to six weeks to appear on your Experian Credit Report depending on how quickly the court provides the relevant information to us. If you've paid off a CCJ more than six weeks ago but your Experian Credit Report hasn't updated, let us know in the text box below.

We automatically remove any IVA and bankruptcy information from your Experian Credit Report after six years unless it hasn't been completed. If you think it has been completed but still appears, let us know in the text box below. Alternatively, you can also contact us.

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If you've applied for credit or have a joint account with another person, you're financially associated with them.

If you've applied for credit or opened an account under a married or maiden name, or something similar, you have an alias. If you want to add a name you've previously been known by to your Experian Credit Report, you can complete an alias form.

If there's a financial association or alias on your Experian Credit Report you don't recognise, let us know in the text box below. Alternatively, you can also contact us.

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If you register on the electoral roll between January and August, we'll usually get that information from your local council the following month. This is why it can take eight to ten weeks to appear on your Experian Credit Report.

If you register between September and December (during the annual canvass), councils don't usually send us that information until December. This is why it can take much longer to appear on your Experian Credit Report.

To find out why it's so important to register on the electoral roll, take a look at www.yourvotematters.co.uk

If you think something's not right with your electoral roll information, let us know in the text box below. Alternatively, you can also contact us.

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If there are special circumstances relating to something that's having a negative affect on your Experian Credit Report, you can explain them by adding a notice of correction statement. So for example, if you missed a credit card payment because you were made redundant you can add a notice of correction to explain this.

Companies will only see this notice of correction if they're using the Experian Credit Report, but you can ask the other credit reference agencies (Equifax and Callcredit) to add one to their credit reports as well.

Companies must read any notices of correction you've added if you apply to them for credit, but they don't have to take them into account when deciding whether to lend to you. Remember too that adding a notice will slow down your application, as the company will have to read it.

When adding a notice of correction, make sure it:

  1. Includes details about which entry on your Experian Credit Report you want to add the notice of correction to, including the name of the company your account is with and the date of the record you want to explain (such as the date of your missed credit card payment).
  2. Is no longer than 200 words and includes only factual information relevant only to that specific entry. In other words don't reference or blame another company or person for the problem you're explaining.
  3. Follows this format adding your own words in the square brackets:
    I, Mr/Mrs/Ms [name here], would like to explain the circumstances that led to the late payments/defaults recorded against the account [account name] started on [DD/MM/YYYY]. I [became unemployed] and my income was reduced to [£income]. Unfortunately, I was unable to keep the original payment contract. I ask all lenders searching my credit report to take this into account.

If you don't have a CreditExpert paid subscription but want to add a notice of correction to a statutory credit report, please write to us including your full name, address, email address and 200 word notice of correction text and we'll add it for you.

To add your notice of correction, just write it in the text box below following the format laid out in point 3 above. Alternatively, you can send it in writing to Experian, PO box 9639, Nottingham NG80 1AE and we'll add it for you.

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If you have an Experian account and can't remember your password or memorable word, you can reset them quickly and easily using the links below.

Go to Reset my password Go to Reset my memorable word

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If you've been locked out of your Experian account, you can log back in by resetting your password.

Go to Reset my password

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Your username is likely to be your email address. If that's not the case and you can't remember it, we can email it to you.

Go to Send my username

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When you create an Experian account we may send you a PIN in the post for security and verification.

If you haven't received a PIN within five working days of requesting it, let us know in the text box below. Alternatively, you can also contact us.

Related FAQ's

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If you want to cancel a paid subscription or close your free Experian account, log in to your account and go to 'Subscriptions and payments'. Here you can manage, cancel and add subscriptions and if you want, close your Experian account. Alternatively you can let us know in the text box below or contact us.

Please note that if you have a paid subscription and are still in your 14-day cooling off period or want to close your account on the day we bill you, you'll need to use the text box below or contact us as you won't be able to close it online.

If you're struggling to log in it's easy to reset your password, reset your memorable word or retrieve your username.

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If you asked to get your statutory credit report online

If you order your report to view online, we'll send you a passkey in the post with a code that lets you log in and see it. It can take up to five working days to send your passkey to you.

If it’s been more than five working days since you requested your report and you haven’t had your passkey, let us know in the text box below.

If you asked to get your statutory credit report in the post

If you choose to have a paper copy of your statutory credit report sent to you in the post, we'll send it to you within seven working days.

If it’s been more than seven working days since you requested your report, let us know in the box below.

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You can order a copy of your statutory credit report here

When ordering you can choose to get your report online or as a paper copy in the post. You'll also need to give us your full name, date of birth and your address history for the last six years.

Your one-off statutory credit report costs £2. You can pay with a debit or credit card online or with a cheque or postal order if you're ordering your report through the post.

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When you order your statutory credit report to view online, we'll send you a passkey in the post with a code that lets you log in and see it. It can take up to five working days to send your passkey to you.

If it's been more than five working days since you requested your report and you haven't had your passkey, let us know in the text box below.

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If there's something on your Experian Credit Report you don't recognise or are unsure about, let us know in the text box below. Alternatively, you can also contact us.

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If you're worried about fraud, the first thing to do is check your Experian Credit Report for anything you don't recognise or are unsure about.

If you have serious concerns you can also report them to Action Fraud, the national fraud reporting centre. It's a great source of advice and support for fraud victims and they'll also give you a crime reference number specific to your case.

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If you want to make your personal information even more secure, you can add a password to your Experian Credit Report that helps protect you from fraudulent applications being made in your name. While this isn't a guarantee that your details are safe, it will make lenders less likely to accept fraudulent credit applications.

You should be aware that by adding a password to your Experian Credit Report, you won't be able to get immediate decisions on any credit applications you make and they'll always be referred, so it will take longer to get your credit.

To add a password, let us know in the text box below.

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If you've had a welcome email from Experian but haven't created a free account or added one of our paid subscriptions, you should let us know in the text box below immediately. Alternatively, you can also contact us.

If you think your debit or credit card has been used fraudulently, you should tell your bank immediately as they may need to put a stop on the card, issue you with a new one, and arrange any refunds you may be due.

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We're sorry to hear you have a complaint, but we're always keen to put things right. Just let us know what's wrong in the text box below and we'll be in touch to explain the next steps. Alternatively, you can also contact us.

If you would like to make a complaint, see our Complaints Procedure.

You also have the option to register your complaint via the European Online Dispute Resolution platform. This is specifically designed to deal with any issues that arise from the purchase of goods and services online.

To find out more about the number of complaints we've received and how many we upheld, you can visit our complaints data pages:

View Experian Ltd complaints data

View Motorfile Ltd complaints data

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If you'd like to leave us some feedback but don't want to hear back from us, just leave it in the text box below.

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Your Experian Credit Score is determined by the information in your Experian Credit Report. Whenever there's a change to the information in your Experian Credit Report, it may affect your Experian Credit Score.

If your Experian Credit Score has changed, check your Experian Credit Report to see what's new and so what may have caused this change.

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Your Experian Credit Score is determined by the information in your Experian Credit Report and is our indication of your financial situation. Companies will work out their own credit score based on the information in your credit report, your employment status and your salary. They may also take into account other influencers like people you're financially linked to (for example someone you share a mortgage with)

When you apply for credit, lenders won't see your Experian Credit Score, as this is a guideline for you only. Scoring and criteria can vary from one lender to the next and depend on what type of credit you're applying for.

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Other methods to get in touch

If you have any issues with your statutory report, you can only resolve them using the contact form at the top of the page, or by post using the following address:

Customer Support Centre
Experian Ltd
PO BOX 9000
Nottingham
NG80 7WF

Unlimited support by our UK call centres is available for CreditExpert subscribers.

If you want to benefit from this level of support upgrade to our CreditExpert product.

Our UK call centres are open on:

Monday - Friday

8am - 7pm

Saturday

8am - 4pm

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Experian Home
Call free from a landline 0800 013 8888
Call mobile at national rate 0344 481 0800

ProtectMyID helps customers avoid identity fraud and deal with it if it happens.

Email
customerhelp@protectmyid.co.uk
Phone
0344 481 0001
Address
ProtectMyID
PO BOX 9639
Nottingham
NG80 1AE

Monday to Friday 8am to 7pm.

Saturdays 8am to 4pm.

Calls to 0344 numbers are charged at the national UK landline rate and are usually inclusive of monthly phone contract packages.

Calls may be recorded for training and monitoring purposes.

With Autocheck you can find out if the car you’re buying has been written off, has outstanding finances or has been stolen.

Email
autocheck@uk.experian.com
Phone
03330 000 178
Address
AutoCheck Service Support
The Sir John Peace Building
Experian Way
NG2 Business Park
Nottingham
NG80 1ZZ

Monday to Friday 9am to 5pm.

Calls to 0344 numbers are charged at the national UK landline rate and are usually inclusive of monthly phone contract packages.

Calls may be recorded for training and monitoring purposes.

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