Covid 19 Status

In line with HM Government requirements to fight the spread of Covid-19 we have measures in place to ensure that we protect our staff, their families and the wider community, but also to ensure that there is minimal disruption to our customers.

Access to your online Credit Report, Expert Help and Account Management remains unaffected. We take great pride in the support that we provide to our customers and throughout this period will do all we can to minimise the impact on our services. While the country remains in lockdown we will continue to support your queries via a dedicated and experienced team that will be securely working from home, and supported by a Management Team that will continue to be based at our head office and who will be able to provide customer support as required.

The security measures that we have in place to protect your Personal Data, in line with our Privacy Policy, will mean that some elements of our personalised support are affected during this period as our support team will be working with anonymised data when working remotely. Freephone access to our Credit Analysts has been removed during this period while we focus our efforts on continuing to reply to all of your emails and secure messages within one working day.

Thanks for your understanding, and we hope to have full customer support available as soon as possible and wish you well during these challenging times.


Terms of use

Please read carefully. Access to this website is subject to these Terms and Conditions ('Terms'). By using this website, you agree immediately to be bound by these Terms, which form a binding contract between you and Credit Reporting Agency Limited ('We', 'us', 'our') and which contain your legal rights and important obligations. If you do not accept these Terms in full, please leave this website.

In these Terms:

'30 day free period' means the initial thirty days of your subscription to our Credit Report Services which are made available to you without upfront payment. This period starts on the day you sign up to your subscription to Credit Report Services, and ends 30 days thereafter, during which you may cancel at any time. If you wish to cancel your subscription, please log in and send us a Secure Message at any time, email us, or call us on our Freephone telephone number 0800 086 9315 during normal office hours. In all cases we will provide you with a cancellation reference code in confirmation.

'Credit Report Services' means the online provision of your Credit Reports, by us, as part of a subscription service or otherwise.

'Dispute Resolution Service' means the handling by us on your behalf of a disputed item on your Credit Report.

'Identity Theft Assistance Service' means the provision by us of guidance to you to help restore your Credit Report to order after you have fallen victim to impersonation fraud.

  1. Use of this website is subject to the laws of England & Wales and to these Terms. You may have other consumer rights granted by law and these Terms do not affect such rights. You must be over 18 years of age to use this website.
  2. If you provide us with information via this website, you consent to us storing a 'cookie' on your computer to enable us to remember your preferences.
  3. If you use our Credit Report Services you agree to appoint Credit Reporting Agency Limited as your attorney for the specific purposes of the exercising of your statutory rights to obtain details of all information held about you at any or all UK Credit Reference Agencies and when requested by you to act on your behalf to dispute items at any or all UK Credit Reference Agencies.
  4. Payments made for Credit Report Services are not refundable. This is because the information provided is delivered to us immediately and prepared on an individually bespoke and customised basis for you at the time of your order. The supply of such services fall within the exemption to the right to cancel as defined in s28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
  5. This is a subscription service. You can cancel your subscription, during or after the 30 day free period, without penalty and without giving any reason by contacting us. You can do this by phoning us during office hours on 0800 086 9315 or by emailing us. Or you can cancel online - just log in to your Credit Report, click on 'Secure Messaging' and 'I need help with my account', and then on 'I'd like to stop my subscription'.
    Whichever way you choose to cancel, we will always give you a confirmation reference number. If you do not receive a confirmation reference number, you must contact us immediately to check that your subscription has been cancelled, or payments may still be taken from your card. Following cancellation we will take no further payments and will no longer refresh your Credit Reports, will no longer provide you with the Identity Theft Assistance Service and also will no longer provide you with the Dispute Resolution Service.
    In addition to your contractual rights to cancel your subscription at any time, you have the right to cancel within 14 calendar days without penalty and without giving any reason as set out in Financial Conduct Authority's Consumer Credit Sourcebook (CONC 11.1).
    If you cancel your subscription you agree that your card details will continue to be stored by us for up to 12 months to enable you to restart your subscription. You can ask us to remove your stored card details at any time after cancellation by emailing us.
  6. If you subscribe to our Credit Report Services and if you do not cancel within the 30 day free period - whether you have completed our authentication processes or not - you authorise us until further notice to charge your credit or debit card or account with the renewal subscription at each appropriate interval after your initial purchase. The 30 day free period offer is available only to new customers on a one time only basis.
    The initial subscription payment (and any payment that immediately follows any payment holiday) is taken as an administration fee. Subsequent payments are taken in arrears on the same day of the month (the 'Due Date') at the appropriate payment interval. If the Due Date falls on the 29th, the 30th or the 31st, payment on shorter months is taken on the last day of the month and then reverts to the Due Date for subsequent payments.
    The prices for Credit Report Services include all taxes, including VAT.
    We shall use all reasonable endeavours to keep your subscription at the rate you have initially paid, but in the unlikely event that we need to increase the price, we reserve the right to do so. In this event we will inform you by email at least 14 days before the new subscription rate comes into effect.
    If your card details change (e.g. if a replacement card is issued for any reason by your card issuer) and if we are able to obtain new card details from your card issuer, you authorise us to charge the replacement card at any time until you cancel your subscription.
    If your subscription payment fails and if you have given us a back-up payment method (such as credit or debit card details) you agree that we may attempt to take the missed and all future payments from your back-up payment method until you advise us otherwise or until your subscription is cancelled.
    If we remain unable to obtain payment despite our attempts to obtain payment from all available sources, your Credit Reports will no longer be updated and you will no longer have the benefit of Identity Theft Assistance Service or the Dispute Resolution Service until payments are restored.
    You agree that we may continue to try to take payment until you cancel your subscription or until at our sole discretion we deem it to be unreasonable to continue to try, whichever is the sooner. In the event that we are successful in obtaining payment from your card as a result, the Due Date for subsequent payments will be amended to the same day of the month that a successful payment was last made.
  7. As an alternative to cancellation, you may be able to suspend your subscription at any time online. If this option is available to you, it will be offered during the online cancellation process mentioned above. During the suspension period selected you may still view historic Credit Reports but you will not be able to refresh your Credit Report and you will no longer have the benefits of the Identity Theft Assistance Service or Dispute Resolution Service.
    We will remind you by email that the suspension period is coming to an end approximately 14 days prior to the end of the chosen suspension period. Unless you then take the opportunity to cancel, payments will automatically resume at the amount and frequency originally chosen. You will then have access to up-to-date Credit Reports again and also regain the benefits of the Identity Theft Assistance Service or Dispute Resolution Service.
  8. You can view your latest Credit Report as often as you wish during the three month period that we keep it for you. If you are a subscriber, Credit Reports are refreshed no more frequently than once a month. This is because the credit history you see on Credit Reports is provided by lenders who typically send an update of the status of accounts reported on your Credit Report to the Credit Reference Agencies not more frequently than once each month. Exceptions are some payday loan lenders who may report more frequently to some Credit Reference Agencies and other lenders who may have a capability to correct individual errors on Credit Reports between monthly updates.
    If you require an updated Credit Report earlier than the monthly interval, please log in and send us a Secure Message.
    To get the most from your Credit Report subscription and to identify any signs of identity fraud as early as possible, we recommend that you log in and refresh your Credit Reports at monthly intervals. Whenever you log in, we shall remind you on screen when a report requires updating. If you do not refresh your Credit Report by clicking on the appropriate update button for more than three months, we shall automatically refresh your Credit Report when you sign on.
  9. You agree to use our service and your Credit Report solely for your private and personal use. You are not permitted to use our service for any other person, even if you have their specific consent to do so. If you have a Court Order or are acting under a Power of Attorney, and believe that you have a lawful right to access our services on behalf of a third party, please contact us before you use this website.
  10. These Terms are a contract between you and us. If any part of these Terms are held by any competent authority to be invalid or unenforceable, the validity and enforceability of all other parts of these Terms shall not be affected. These Terms do not give any third party any rights under the UK Contracts (Rights of Third Parties) Act 1999. No third party shall have any rights to enforce any of the Terms.
  11. If you have agreed to receive emails from us, either by specifically opting in to do so or otherwise, you may opt out of receiving emails at any time. We do not sell your email address to any third party.
  12. When and only if you subscribe to our services, you will automatically be eligible to have the benefits of our Identity Theft Assistance services. In the event that you know or suspect that you have fallen victim to identity fraud after taking a subscription with us, please contact us for assistance. A dedicated caseworker will provide expert advice and detailed information on how to restore your identity and how to tighten your personal security.
    This service is not available if the occurrence of identity fraud existed prior to you subscribing to our services. For the avoidance of doubt, our Identity Theft Assistance service does not provide any form of insurance against losses or expenses that arise from identity fraud. In our experience, victims of identity fraud very rarely suffer any loss, but do require urgent and expert help to restore their identity quickly, which is the main benefit provided by our Identity Theft Assistance service.
  13. We provide online Credit Reports on a simplified basis to make it easier for you to understand the contents.
    We provide you with the option to print your Credit Report. This is a further simplified version of your online Credit Report. If you decide to select to print your Credit Report, you agree to take additional precautions to store it securely, to destroy it when it is no longer required. After printing your Credit Report, you agree to close the document on your screen and to remove any temporary files or cached files containing the Credit Report from the computer you are using.
    You acknowledge that a Credit Report from us, whether in online format or printable format, is not the same either in content or format as the Credit Report you would receive, either if you exercise your statutory rights to obtain a copy of your Credit Report from any Credit Reference Agency at any time upon payment of the statutory fee of £2, or from any other online source. You authorise us to store Credit Reports firstly to enable us to present graphs to you to see how your Credit Reports are changing over time and secondly to enable us to show you in future of historic information stored about you at previous addresses that may no longer be available from the Credit Reference Agencies.
  14. We are the owner or the licensee of all intellectual property rights in our website, and in the material published on it (together, the 'Works'). The Works are protected by copyright laws and treaties around the world. All such rights are reserved.
    You agree not to modify, reproduce, republish, copy, upload, adapt, post, transmit, reverse engineer or distribute, in any manner or format, the Works, including, but not limited to text, graphics, code or software.
    You may not link to this website without our prior written permission to do so.
  15. You agree that you will not use any of the information we provide to you including credit scores as the sole basis for any decision you may make.
  16. Searches we make of Credit Reference Agencies will leave an enquiry footprint both in our records and at the Credit Reference Agencies we search. These are for your protection so that you may see who has been searching your Credit Report and when. Such enquiry footprints are not the same as those recorded by lenders when you apply for credit and do not affect either your credit score, or your ability to get credit.
    From time to time it is not always possible to obtain your information from a Credit Reference Agency. This is usually because the format of your address recorded at the Credit Reference Agency may be slightly different to the one you have provided us. If we cannot obtain your Credit Report from a Credit Reference Agency, it is highly likely that lenders using that Credit Reference Agency will also have difficulty obtaining your Credit Report, as the systems we use are very similar. Your Credit Report will show if this has happened. Automatically we will try to resolve the underlying issue and we achieve success in the majority of cases. If your information is not as complete as you would expect, please contact us.
  17. We purchase information about individuals, properties and neighbourhoods from other companies. We refer to these companies as 'our suppliers'. Together with our suppliers, agents and employees, we take no responsibility for the contents of any information we provide, its completeness, timeliness or its usefulness.
  18. The information we provide may not be identical to that which can be obtained elsewhere. You acknowledge that the information on Credit Reports varies by Credit Reference Agency.
  19. You agree that you will not hold us, our employees, or any of our suppliers liable for any direct or indirect damages, costs, losses or expenses of any nature resulting from the use or misuse of the information delivered by us. You agree not to hold us or our suppliers liable for any delay in delivery or if we fail to supply you or if we omit any information for any reason. You agree to indemnify and keep indemnified us, our employees and agents and our suppliers against any claim or action made against them for any losses, damages, costs or other expenses in connection with your use of our services.
  20. Our suppliers and we will take care to exercise reasonable skill in providing accurate information to you. The information supplied to you is provided to our suppliers and us from other companies whose accuracy we do not control or influence. We will take reasonable care to ensure that Credit Report Services are substantially as described on our website and in these Terms. We do not limit nor exclude any liability we may have to you for death or personal injury caused by our negligence, or for fraud or fraudulent representation. Neither do we limit any liability we may have to you for any loss or damage that you suffer that is a foreseeable result of our breach of these Terms or our negligence. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it would have been expected by both you and us at the time we entered into this contract, if we had been asked what loss or damage would be suffered by you as a result of our breach of these Terms or of our negligence. In any other instance you agree that our liability to you is limited to the total sum of payments you have made to us for Credit Report Services over the past year.
  21. You agree that we shall not be liable for any delay or failure to provide Credit Report Services or otherwise to perform any obligation under these Terms if the delay or failure is caused by circumstances that are beyond our reasonable control.
  22. You agree that you will not use the information provided by us in any way that might be detrimental to us or to our suppliers. By using our services you confirm that all of the information you provide to us is your own information and that the information is accurate, clear and not misleading.
  23. We take substantial steps to protect the privacy of an individual when providing information over the Internet. You acknowledge and understand that there is always a remote possibility that criminal actions may result in unauthorised access to Credit Reports and you should not attempt to use our services on behalf of anyone else. We take no responsibility if confidential information is unlawfully intercepted, hacked or stolen and subsequently disclosed. You agree that you will not disclose your password to anyone at any time. You agree that you will not distribute or make available any information supplied by us to any third party or attempt to sell or otherwise make a profit, or use to derive an income from any of our services. If you become aware of any unauthorised use of our services, you agree to inform us immediately in order that steps may be taken to protect confidential information.
  24. We have installed security devices and follow procedures that are designed to prevent unlawful access to information. From time to time we may have to temporarily suspend access to our services to enable us to protect this information. You agree that we may terminate supply of information to you at any time and without notice and for any reason that we will not disclose or discuss.
  25. We depend upon our suppliers to provide information to us on demand. This means that when any of these are unable to provide information to us, we are not able to continue to provide an immediate service to you. We will always use our best efforts to supply information but we can give no assurance on the continuing availability of any or all of our services.
  26. We continually try to improve the services we offer and you agree that we may change the contents of Credit Reports or any other reports, this website, these Terms, the suppliers of information and any other aspect of our products and services without notice. You accept that you will be bound by any changes in these Terms. We will notify you of any change by amendment of the date of the latest revision of these Terms which is shown at the foot of these Terms under 'Latest Version'. Changes take effect immediately when posted on our website. You agree to check this page from time to time to take notice of any changes that are made to these Terms.
  27. We provide links to other websites on our website. These are provided for your convenience. We have no control over the content of the linked websites and assume no liability or responsibility for their accuracy, completeness or otherwise. Provision of such links does not imply our endorsement of any of the content of such websites.
  28. In addition to the Dispute Resolution Service, we give information on how to fix errors found on Credit Reports. We can give no warranty that the information that we give is always correct in every detail. We can give no warranty that errors will be successfully removed from your Credit Reports, as we may not know all the facts and amendments to databases are always at the discretion of the ultimate owner, and not us.
  29. We give general guidance on debt and credit matters. You agree to take independent professional advice before acting on any of the guidance we give. You acknowledge that our guidance is intended as a general guide to the options available to you.
  30. We are authorised and regulated by the Financial Conduct Authority. You can check our registration details on the Financial Service Register.
    We are also a registered credit reference agency. You can check our registration details on the Register of Data Controllers.
    We are an independent company and are not linked to any lender or to any financial institution.
  31. You acknowledge that the method of calculation of our credit scores is a commercial secret and is not disclosed.
    Credit scores on, on and on CreditReport are directly comparable to each other. Our credit scores are not comparable with credit scores available from any other source. This is because every Credit Reference Agency, lender, landlord and employer uses a different credit scorecard, each of which will produce different credit scores, within different score ranges and which are rarely directly comparable with other credit scores. There is no such thing as a universal credit score.
    When we say that one of our credit scores is 'as used by lenders' or 'as used by small lenders, landlords and employers', you acknowledge that this describes the level of data we use to calculate your credit score using our credit scorecard. It does not imply that the credit score we show you is the same as that used by lenders, small lenders, landlords or employers. This is because the extent of data that small lenders, landlords or employers are permitted to access under the law or under data sharing regulations is usually only a small part of the data that we show you on your Credit Report.
    We make no warranty and take no responsibility for the accuracy, relevance or otherwise of credit scores. Subject to the exclusions and limitations set out above, you agree not to hold us liable for any losses or damages you may incur either directly or indirectly from the use of credit scores supplied by us.
  32. In the event of any dispute between us regarding the interpretation of these Terms or the rights and obligations of either of us, as an alternative to any right you may have to take legal proceedings in England & Wales, you may choose to submit the dispute either to the arbitration of two parties (one selected by you and one selected by us) or to a mutually agreed umpire in accordance with the Arbitration Act 1996 or any subsequent amendment to that law.
  33. In the event that you charge back a PayPal, credit card or debit card transaction for any reason, you agree that we may record details of the charge back together with your name and address and date of birth details, so that we may use such information for the purposes of payment risk assessment, money laundering and fraud prevention. The use of information in this way helps to reduce bad debts and credit fraud.
  34. We will never sell your personal information nor your email address. We will share or use your personal information only and strictly for the specified purposes set out in our Privacy Policy.
    One of these specified purposes is for the prevention of fraud. When you register for our services and when we authenticate you, we check the details you provide against details held on databases to which we have access to for this purpose.
    The personal information we have collected from you will be shared with fraud prevention agencies who will use it to prevent fraud and money-laundering and to verify your identity. If fraud is detected, you could be refused certain services, finance, or employment. Please contact us if you want to obtain further details of how your information will be used by us and these fraud prevention agencies, and your data protection rights.
  35. You acknowledge that we may be required to reveal information about you or your Credit Reports under compulsion of law or by a Court Order. In all other cases we shall keep your information confidential unless you agree otherwise.
  36. If we are unable to obtain information about you from any Credit Reference Agency when preparing your Credit Report, we will continue to try to resolve the reasons during your subscription period. If we are unable to obtain a successful search from any Credit Reference Agency after our attempts to resolve, upon your application and within 14 days of your application, we will refund you proportionately.
  37. We operate this website from our registered office at Trevithick House, Trevissome Park, Truro, Cornwall, TR4 8UN, England. In common with most websites, this website can be accessed from almost anywhere in the world. If you are not accessing the website from England or Wales, the laws that apply to your country may well differ from those of England & Wales. In accessing this website, you agree that these Terms and your use of this website shall be governed in all respect by the laws of England & Wales, without regard to conflict of laws or other regulation and in particular shall not be governed by the United Nations Convention on the International Sale of Goods. You also agree to process, store and keep confidential all information as if you are subject to the European General Data Protection Regulation (GDPR). You further submit to exclusive jurisdiction of the courts of England & Wales for all disputes, cases and controversies regarding this website, your use of this website and your relationship with us, subject only to your option to agree to arbitration as set out in clause 32 above. We make no representation that materials on this website are appropriate or available for use in other locations. Accessing this website from territories where the content is illegal or unlawful is prohibited. If you choose to access this website from other locations then you agree that you do so entirely at your own risk and that you are responsible for compliance with local laws including any laws regarding the transmission of data exported either from England & Wales or from the country in which you reside, or from the country you are in when you access the website.


If you wish to make a complaint, please email us. Our complaints policy is that:

  • We will acknowledge your complaint usually within 24 hours and always within 2 working days
  • We will deal with it confidentially
  • We aim to provide a fair response within 5 working days
  • If your complaint requires detailed investigation we will keep you advised regularly by email of the progress we have made
  • If you are unhappy with our response, you can appeal to our Operations Director for a personal review of your complaint, by writing to us at Credit Reporting Agency Limited, Trevithick House, Trevissome Park, Truro, Cornwall, TR4 8UN
  • If your complaint is still not resolved after following the above steps, you are entitled to refer it to the Financial Ombudsman Service.

You also have an option to register a complaint using the EU Online Dispute Resolution Platform for cross-border consumer claims.

Latest Version

6 July 2018


Privacy Policy

We treat the privacy of our customers and website users very seriously and we take appropriate security measures to safeguard your privacy. This Privacy Policy explains how we protect and manage any Personal Data that you share with us and that we hold about you, including how we collect, process protect and share that data.

Who we are

We are Credit Reporting Agency Limited of Trevithick House, Trevissome Park, Truro, Cornwall, TR4 8UN.

Some of our Key Promises

  1. We will never sell your personal details or your email address to anyone.
  2. We will never disclose your personal details to anyone unless we have your permission to do so, or if we are compelled to do so by Court Order, or if we are required to do so because of an investigation of suspected fraudulent use of your personal data by either the Police or by members of fraud prevention agencies.
  3. You may opt out or opt back in to receive our marketing emails at any time. Every marketing email we send contains a simple one-click ability to opt out.

How We Obtain Your Personal Data

Information Provided by You

You provide us with Personal Data when you register to use our services on our website. This includes your name, current and previous addresses, date of birth, email address, payment/card details and your password. We use this information in order to manage, provide and administer our credit reporting services to you.

We may also keep information contained in any correspondence you may have with us by post, email, or Secure Message. We may also record telephone calls, but only if we tell you at the start of the call and not otherwise. If we do not record a telephone conversation with you, we may keep brief details of the contents of your call on our files.

Each time you visit our website we obtain information about the device you use to access our services, your location and your IP address.

Information We Get from Other Sources

When you register to use our services, you agree to our Terms and Conditions. In agreeing to our Terms and Conditions, you agree to appoint us (Credit Reporting Agency Limited) as your attorney for the specific purposes of the exercising of your statutory rights to obtain details of all information held about you at any or all UK Credit Reference Agency and, when requested by you to act on your behalf, to dispute items at the UK Credit Reference Agency we have used to obtain your Credit Report.

The UK Credit Reference Agency we use to obtain your Credit Report is Equifax.

We supplement the information that you provide with information received from third parties, such as the Royal Mail Postcode Address File, which helps confirm your address and to put it into a format that helps us to retrieve your Credit Report more easily from Equifax.

To obtain your Credit Report we need to supply Equifax with your name, current and previous addresses and date of birth. In return, Equifax provides us with information that it holds about you, which would be routinely provided to a lender if they searched you. That information has been provided to Equifax from a combination of public sources (such as Electoral Roll information and Court Information about judgments and insolvencies) and private sources (such as your account payment history from lenders or others, which they have in turn obtained with your consent).

Equifax is a reputable company that operates in accordance with the General Data Protection Regulation (GDPR), but we can take no responsibility for the accuracy or completeness of the information that it provides on your Credit Report, nor for the data processing activities of Equifax, over which we have no influence or control. The Personal Data that Equifax holds about you is subject to an independent Privacy Policy published by Equifax.

Legitimate Interest

We have a legitimate interest to process your Personal Data as when you sign up to use our services you appoint us as your attorney for the specific purposes of exercising your statutory rights to obtain details held about you from the Credit Reference Agencies, and the processing of this data is necessary to enable us to provide credit reporting services to you and, when requested by you, to act on your behalf to dispute items on your Credit Reports.

How We Use Your Personal Information

Your Personal Data is used to administer and manage your account with us. Your IP address, details of the device you use and your location are used to help identify you, to prevent fraudulent use of our services, to diagnose problems with our servers, and to administer our website.

Your IP address is also used to gather broad demographic information.

We do not share your Personal Data with any third party, other than for obvious purposes and for the purposes of fraud prevention. For instance, we need to give your name address and date of birth to Equifax when we search you. We also need to give your email address to trusted service providers to enable us to email you, or to confirm the deliverability of your email address from time to time. We stress that we will never sell your Personal Data, or your email address to anyone, at any time, nor allow any third party to use your email address for any other purpose.

To help prevent abuse of our services and fraud, we share information about you and the use of our services (but not your Credit Report data) with trusted service providers and fraud prevention agencies strictly to enable them and us to detect, prevent and otherwise address unlawful or suspected fraudulent internet activity on our own websites and on websites owned and operated by others. We have security measures in place to take reasonable precautions to protect the loss, misuse and alteration of the information under our control. These include the issue and use of passwords, powerful encryption and computer firewalls to guard against hacking. No data transmission over the internet can be entirely secure, so we cannot guarantee the security of your Personal Data when in transit between you and us. From time to time we may have to suspend services whilst we investigate any attempted breach of security. You are obligated, under the Terms and Conditions you agree to abide by when you use our services, to report any suspected breach to us immediately. We also take reasonable security measures to protect your Personal Data in storage.

Your Payment/Card details are used to enable us to manage your subscription with us. We act as controller and data processor in regard to the processing of your subscriptions either by continuous credit card authority, by PayPal or by Direct Debit.

We undertake at all times to protect your Personal Data in accordance with our terms and conditions and in a manner that is consistent with the requirements of the General Data Protection Regulation (GDPR) concerning data protection.

Do We Use Your Personal Data for Marketing Purposes?

Any information that you choose to give us will not be used for marketing purposes by any third party. Only if you consent to us doing so when you register to use our services, at our discretion we may send you occasional email messages to alert you to known or potential changes to your Credit Report that we think you may wish to become aware of, whether you are a current subscriber to our services or not. If you wish to opt out of receiving such messages from us you, you can do so at any time by clicking on the appropriate link at the foot of each email.

Authentication – Endeavouring to Ensure that We Only Provide Your Personal Data to You

If you use our instant, online authentication system, we will ask you questions based on your Credit Report. The responses you give are stored and used for the processing of the authentication, for monitoring purposes and for fraud prevention.

From time to time we may need to authenticate you more carefully. The reason is always to try to ensure that we are releasing your Credit Report only to you. The information we require will vary depending on the depth of our investigation. For example, we may ask you to provide any or all of original bank statements, credit card statements and utility bills, addressed to you at your current and previous addresses, and on occasion, government issued identification such as copy passport details or a copy of your driving licence. We do not extract any information from the documents you provide, all your data is kept confidential whilst being processed and are returned to you after being used to verify your addresses.

Postcode Based and Other Aggregated Information

Demographic and profile data is also collected at our website. This information is not held on an individual basis. We use this data to tailor your experience at our site, showing content that we think you might be interested in, and displaying the content according to your preferences. We may also use your Personal Data for credit scoring and other statistical analysis, but only on an aggregated basis with the personal data of many other customers, and in such a way that your Personal Data can never be identified from the outcome of our analysis. We do not pass your personal information to any third party except when under compulsion of law or with your consent to do so.

Links to Other Websites

Our website contains links to other websites. Credit Reporting Agency Limited is not responsible for the privacy practices or the content of such websites.

Sharing Information

We will keep information about you confidential. We will only disclose your information with other third parties as explained in this Privacy Policy, or with your authority or your express consent, with the exception of the following:

Categories of Third Parties

  • Regulatory authorities to comply with any legal and regulatory issues and disclosures;
  • Fraud prevention agencies for the purposes of investigating suspected fraud and fraud prevention;
  • Email or mail service providers who provide a fulfilment service for us, on the understanding that they will keep information confidential;
  • Anyone to whom we may transfer our rights and duties under any agreement we may have with you; and
  • Legal or crime prevention agencies and/or to satisfy any regulatory request if we are under a legal duty to do so

Transfer of your personal Data outside of the European Economic Area (EEAA)

We do not currently transfer your Personal Data outside the EEA, other than for fraud prevention checks where the receiver has agreed to provide the same or similar protection as we do, and that they will only use your Personal Data in accordance with our instructions. If in the future we transfer your Personal Data outside of the EEA for reasons other than fraud prevention checks, then, in accordance with the terms of this Privacy Policy, we will make sure that the receiver agrees to provide the same or similar protection as we do and that they only use your Personal Data in accordance with our instructions.

How long do you keep information about you?

We keep information in line with our data retention policy. The retention periods are in line with the length of time we need to keep your Personal Data in order to manage and administer our services to you. The retention periods vary to take into account our need to meet any legal, statutory and regulatory obligations and can vary for individual customers and for different reasons. In general, we do not keep information for longer than we deem necessary. Your Credit Report is constantly changing so we consider it to be out of date when three months old, at which time, in the absence of any dispute or legal challenge, we will erase it. In the absence of any compelling reason not to do so, your Personal Data will be removed from our databases within six years after the date of closure of your account with us. In all cases our need to use your Personal Data is reassessed on a regular basis and information that is no longer required is disposed of.

What happens if Credit Reporting Agency Limited changes hands?

We may, from time to time, expand or reduce our business activities and this may involve the sale and/or the transfer of control of all or part of our business. Any Personal Data that you have provided will, where it is relevant to any part of our business that is being transferred, be transferred along with that part and the new owner or newly controlling party will, under the terms of this Privacy Policy, be permitted to use that data only for the same purposes for which it was originally collected by us.

In the event that any of your data is to be transferred in such a manner, you will be contacted in advance and informed of the changes. When contacted you will not, however, be given the choice to have your data deleted or withheld from the new owner or controller.

Data Subject Rights

Subject Access Requests

The General Data Protection Regulation (GDPR) grants you the right to access particular Personal Data that we hold about you. This is referred to as a Subject Access Request. We shall respond promptly to any Subject Access Request received, and always within one month from the point of receiving the request and all necessary information from you. Our formal response shall include details of the Personal Data that we hold about you, including the following:

  • Sources from which we acquired the information;
  • The purposes for processing the information, and
  • Persons or entities with whom we are sharing the information.

Please note that unless you are a registered customer of ours, we are unlikely to hold any Personal Data for you. If you wish to exercise your Subject Access Rights, please log in to our website and send us a Secure Message and tell us you wish to exercise your access rights under the General Data Protection Regulations (GDPR). If you have lost your log in details, please click on Log In and follow the on-screen instructions for re-issue.

If you cannot log in for any reason, you may still exercise your Subject Access Rights by writing to us at the address shown below, advising us of your full name and any previous names you may have used, your full current address, also of any previous addresses you have lived in the last six years, and your date of birth. To enable us to reveal your data only to you, please send us a photocopy of the details page of your passport, or of your driving licence, together with a copy of a bank statement or credit card statement that is not more than three months’ old, together with your email address and mobile phone number so that we may provide the information to you.

Right to rectification

You have the right to obtain from us, without undue delay, the rectification of inaccurate data we hold concerning you. Taking into account the purposes of the processing, you have the right to have incomplete Personal Data completed, including by means of providing a supplementary statement. If the inaccurate data is contained on your Credit Report, invoking your Right to rectification is not an appropriate way of achieving this. This is because any request to rectify Credit Report data we hold:

  • will not amend the data at source (i.e. at the Credit Reference Agency or at those that in turn supplies it)
  • would be inappropriate as the Credit Report data we hold is an accurate snapshot of the data held at the Credit Reference Agency as at the date of the search

We set up our services to help consumers to identify and correct errors on their Credit Report. Please log in and send us a Secure Message and we will advise you of the quickest and most efficient way of putting errors right using your statutory rights under other laws.

Right to erasure

You have the right to obtain from us the erasure of Personal Data concerning you without delay. To invoke your right please log in and send us a Secure Message and ask us to erase your Personal Data. You should note that erasure of data held by us will not remove your Credit Report data at Equifax. It is likely that if you invoke your right to erasure directly to Equifax, then as Equifax is a Credit Reference Agency, you are likely to be advised that your right to erasure does not generally apply to Credit Report data, as there will continue to be an overriding legitimate ground for this data to be maintained by Equifax which may be claimed by the agency to be in the public interest.

If you have made a recent payment to us, we will routinely erase your data on your request but not earlier than 120 days after the date of your last payment. This is because your data may be required by us for the defence of any potential claim relating to that payment.

If you have any history of a dispute with us on any matter, including any payment dispute, we will routinely refuse to erase your data on the basis that it is required by us for the establishment, exercise or defence of legal claims.

Right to restriction of processing

Subject to certain exemptions, you have the right to obtain from us restriction of processing where one of the following applies:

  • The accuracy of the Personal Data is contested by you and is restricted until the accuracy of the data has been verified;
  • The processing is unlawful and you oppose the erasure of the Personal Data and instead request the restriction in its use;
  • We no longer need the Personal Data for the purposes of processing, but it is required by you for the establishment, exercise or defence of legal claims;
  • You have objected to processing of your Personal Data pending he verification of whether there are legitimate grounds for us to override these objections.

Notification obligation regarding rectification or erasure of Personal Data or restriction on processing

We shall communicate any rectification or erasure of Personal Data or restriction of processing as described above to each recipient to whom the Personal Data has been disclosed, unless this proves impossible or involves disproportionate effort. We shall provide you with information about those recipients if you request it.

Right to data portability

You have the right to receive your Personal Data which you have provided to us in a structured, commonly used and machine-readable format and have the right to transmit this data to another controller without hindrance from us.

Right to object

You have the right to object, on grounds relating to your particular situation, at any time to the processing of Personal Data concerning you, including any personal profiling; unless this relates to processing that is necessary for the performance of a task carried out in the public interest or an exercise of official authority vested in us. We shall on longer process the Personal Data unless we can demonstrate compelling legitimate grounds for the processing which override the interests, rights and freedoms of you, or the establishment, exercise or defence of legal claims.

Right to not be subject to decisions based solely on automated processing

Other than our online authentication system, we do not carry out any automated processing which may lead to an automated decision based on your Personal Data.

Invoking your rights

If you would like to invoke any of the above Data Subject Rights with us, please contact our Data Protection Officer at the address given below.

Accuracy of information

In order to provide the highest level of customer service possible, we need to keep accurate Personal Data about you. We take reasonable steps to ensure the accuracy of any Personal Data or sensitive information we obtain. We ensure that the source of any Personal Data or sensitive information is clear and we carefully consider any challenges to the accuracy of the information. We also consider when it is necessary to update the information such as name or address changes, and you can help us by informing us of these changes when they occur.

Policy charges

This Privacy Policy is regularly reviewed. This is to make sure that we continue to meet the highest standards and to protect your privacy. We reserve the right, at all times, to update, modify or amend this Policy. We suggest that you review this Privacy Policy from time to time to ensure you are aware of any changes we may have made. We will not significantly change how we use information that you have already given to us without either your prior agreement or as otherwise permitted under the General Data Protection Regulation (GDPR).

If you have a complaint

Our general Complaints Policy can be found at the foot of our Terms and Conditions but if you have a complaint which specifically relates to the use of your Personal Data or sensitive information then please write to the Data Protection Officer, using the contact details found at the end of this Privacy Policy.

If your complaint is not resolved to your satisfaction and if you wish to make a formal complaint to the Information Commissioner’s Office (ICO), you can contact them on 01625 545745 or 0303 123 1113. You also have the right to judicial remedy against a legally binding decision of the ICO where you consider that your rights under the General Data Protection Regulation (GDPR) have been infringed as a result of the processing of your personal data. You have the right to appoint a third party to lodge the complaint on your behalf and to exercise your right to seek compensation.

Opting out of marketing communications

You have the following options if you do not wish to receive future marketing communications from us. Please note that we may still be required to notify you from time to time of any significant changes to our terms and conditions, even after you express a preference not to receive marketing communications.

  • You can log in to your account and send a secure message to a professionally trained Credit Analyst.
  • You can email
  • You can opt-out using the unsubscribe link which is contained at the foot of each email


This site gives you the following options for changing and modifying information previously provided.

  • You can log in to your account and send a secure message to a professionally trained Credit Analyst.
  • You can send an email to

Information About Cookies

A cookie is a small text file stored on your browser, for example Internet Explorer or Chrome.

We use a minimal number of cookies to support your use of our website. We classify these as being Strictly Necessary, Performance, Referral or Advertising cookies. More information is available below - you can change your settings by using the switch at the top of each section.

Strictly Necessary Cookies

These cookies are always set by us, and never by third parties and are used to facilitate your navigation of the site, and provide features or functionality that you request which are provided by us.





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Used to manage your session on the site - enabling you to navigate pages and access secure areas. No personal information is stored in this cookie which is automatically destroyed when you log out and close your browser.

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Used to manage your session on the site - enabling you to navigate pages and access secure areas. No personal information is stored in this cookie which is automatically destroyed when you log out and close your browser.

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Set by us, or our trusted suppliers these cookies enable us to identify and resolve issues with our website, and to manage the amount of data that is required to view each page, thereby improving the performance of the website for all users.






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These cookies are set by Tapfiliate, a market leading affiliate marketing company to record a referral to our website from one of many hundreds of websites who promote our services. No personal information is recorded in these cookies, merely the data required to validate the referral at the checkout.

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Important information

Questions and Queries

If you have any questions or queries which are not answered by this Privacy Policy, or have any potential concerns about how we may use the Personal Data we hold, please write to:

Ian Carpenter
Data Protection Officer
Credit Reporting Agency Limited
Trevithick House
Trevissome Park

Or email

Last updated: 24 May 2018


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terms of use and privacy policy

Fantastic service especially after dealing with the larger known companies with little success. Highly recommend

Lexus Lexi, November 2018