At ClearScore, we provide you with free access to your credit report data.
The data you see is what Equifax holds on you, and what banks and lenders will use when assessing your creditworthiness.
It's important to note that ClearScore isn’t a credit reference agency, and lenders don’t use us to carry out credit checks on you.
If you have any issues with the data that is showing on your credit report, the best option would be to raise a dispute via our disputes process, so that Equifax can investigate any issues for you.
If you have a complaint that is specifically about ClearScore, we really want to hear from you so that we can put things right as soon as possible.
Official Complaints Process
Please send any details about your complaint through the methods below, and we’ll look into any issues that you have:
Online: Raise a query via our chat bot in the Help Centre here
Phone: Leave us a message by calling: 0207 582 8212
Post: Write to us at:
Vox Studios, VG 203
1-45 Durham Street
Vauxhall, London
SE11 5JH
United Kingdom
What happens next?
We’ll acknowledge your complaint as soon as we can (within 3 business days) and provide you with a reference number. Most complaints will be investigated within 8 weeks and we'll send you a final response to let you know if the complaint was upheld and explain the reasons why.
On occasions, we may need some more time to fully investigate your complaint. We’ll let you know if there are any delays and the reasons for this.
Payment related complaints
- If your complaint is related to payments, we'll provide you with a resolution within 15 business days and we'll issue a final response within that timeframe. We'll let you know if the complaint was upheld or not and explain the reasons for our decision.
- If we're not able to resolve the complaint within the 15 business days, we'll send you a message and explain the reasons for the delay. A final response will then be sent to you within 35 business days, counting from when we initially received it.
What if you’re unhappy with our response?
If we’ve already sent you a final response, or it’s been more than eight weeks since you initially made your complaint, you can ask the Financial Ombudsman Service to investigate this for you:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 023 4567
For more information please see the Financial Ombudsman Service's standard explanatory leaflet.
If you wish to receive a hard copy of this leaflet, please contact them at 0300 123 9 123.