The Savvy Team love to hear from our members and get asked all sorts of questions, so we thought we would share some of the most commonly asked questions we receive (see Q1-4 here).
Q5. I don’t recognise this entry on my credit file! How do I get it removed?
You should first contact the organisation that provided the incorrect information and see if they can explain, remove or update the entry in question. If they don’t resolve the issue, you can also contact Experian and put in a corrections request, or ultimately escalate the matter to the industry ombudsman.
The nitty gritty details:
Each time you apply for a credit product, it can be recorded on your file as a ‘credit enquiry’ – even if your application wasn’t approved, you never took out the product or you have since repaid the full amount.
Credit enquiries can stay on your credit file for five years and can only be removed if incorrect or out of date.
However, your credit report can have errors, including misspellings of your name, the wrong address or a credit listing that is a duplicate, misleading or simply incorrect.
If that’s the case, contact the credit provider and/or credit reporting body (CRB) and ask them to investigate and correct the specific mistake.
Let them know why you believe the information is incorrect and if you have documents that are relevant in showing the information on your credit report is incorrect, it’s a good idea to provide this early on.
If you’re unsure how to go about this, you can make an appointment with a community legal centre who can help you with the process.
If the credit provider and the CRB cannot correct the listing, you can contact an independent dispute resolution scheme, typically called an Ombudsman scheme. Examples of these services include the Financial Ombudsman Service (FOS), the Credit and Investments Ombudsman Ltd (CIO), or the Telecommunications Industry Ombudsman (TIO). For more information about these services, check out our Key Resources page.
It’s important to also note that there are some credit providers who issue credit products on behalf of other providers. For example, some store cards are issued by larger financial institutions or parent companies so the store name will not show up on your report, the institutions will. So if there is a name of a provider that you don’t recognise on your credit report, first do your research into the products you do have and check that they aren’t showing up in place of a name you were expecting to see.
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