If you’ve noticed something on your credit report that looks wrong or is missing, there are a few reasons why - and simple steps to get it fixed.
Why your report might look incorrect or incomplete
◦ Account balances
It can take up to 5 weeks for updates from your bank or lender to appear in your credit report. For real-time balances, check directly with your provider. If your balance shows as £0, this usually means there’s no overdraft in use, not that your account is empty.
◦ Company names
Some companies trade under a different name to the one shown in your report. Search online if you don’t recognise the name - it may still be your provider.
◦ Lender doesn’t share data
Not every lender shares their information with Equifax, our data provider. If they don’t, that account won’t appear in your ClearScore report.
◦ New or closed accounts
When you open or close an account, it can take up to 5 weeks to appear or disappear as Equifax receives updates.
◦ Address changes
If you’ve recently moved, make sure your new address is updated with your lenders, local council, and on the electoral roll. Inconsistent address formats (for example, Flat 2A Waverley Road vs 2A Waverley Road) can stop data from matching correctly.
See Updating your personal details and address for help.
◦ Savings accounts
Savings accounts without an overdraft aren’t considered credit products, so they may not show up.
◦ Older account data
Accounts older than six years may no longer appear, as credit reference agencies typically remove this data.
How to correct information
Follow these steps if something still doesn’t look right:
1. Contact your lender, provider, or local authority first
◦ Some share data with just one or two credit reference agencies (Equifax, Experian, or TransUnion).
◦ They can confirm why the information appears (or doesn’t) on your report.
◦ If you disagree with their response or they can’t fix it, move to step 3.
2. If your lender agrees with your correction
◦ They’ll share the update with Equifax.
◦ It can take up to 5 weeks for the change to appear in your next credit report.
◦ If they disagree, they’ll explain why and may provide complaint or escalation details.
3. Raise a dispute with Equifax
◦ If you can’t resolve things directly, you can raise a dispute with Equifax through our contact form.
◦ Before you do, check that your ClearScore address is verified.
How to verify your ClearScore address
Go to My Account → Verify and check your inbox (including spam or junk folders).
Once verified, submit your dispute. Equifax will usually acknowledge it within 24 hours and resolve it within 28 days. You’ll receive updates via email during the process.
4. Escalate further if needed
◦ If your provider or Equifax doesn’t agree with your correction, you can raise it with the Financial Ombudsman Service (FOS) or the Financial Conduct Authority (FCA).
Updating bankruptcy, CCJ, or IVA information
If your bankruptcy, CCJ (County Court Judgment), or IVA details are incorrect:
1. Contact the court or tribunal directly
Provide your case number and proof of payment. Contact the court relevant to your country:
◦ England and Wales
◦ Scotland
◦ Northern Ireland
◦ Isle of Man
2. Certificate of satisfaction
If the court agrees with your correction, you’ll be sent a certificate of satisfaction. The Registry Trust will notify Equifax, and your report should update within 5 weeks.
3. If it’s been more than 5 weeks
Read the steps above under How to correct information to raise a dispute.
If you still need help
You can reach out through the ClearScore Assistant on this page for further guidance. Equifax manages the data on your report, so any corrections or disputes will be handled by them directly.