Seeing a “?” instead of your credit score means that Equifax couldn’t find enough matching information to create your full report.
Common reasons this happens
Not enough information yet
You might be new to credit, new to the UK, or haven’t built enough credit history with Equifax.
Details don’t match
The name or address you used to sign up might not match what appears on your financial accounts. For example:
• Using a nickname (like Tom instead of Thomas)
• Changing your name and not updating all your accounts
• Recently moving, but lenders or the electoral roll still show your old address
Address entered manually
If your address didn’t appear in the sign-up drop-down and you typed it manually, the format might not match Equifax’s system - which can prevent us from finding your file.
What to do next
1. Check your name and address
Make sure they match exactly with what appears on your bank and credit accounts.
2. If your address didn’t appear in the sign-up drop-down
Don’t edit it manually - contact us through the ClearScore chat so we can check and align the format with Equifax.
3. If you already have a credit file with Equifax
You can request a free statutory credit report directly from Equifax. Once you have it, send it to us through the messenger so we can compare the details and help identify what’s causing the mismatch.
4. If you’re new to credit or new to the UK
Don’t worry - as your financial history builds, your score will appear once there’s enough information to generate it.