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How easy is it to crunch the numbers on your credit report?

Stethoscope on credit card

Maintaining a healthy credit profile is vital to getting the financial products you need. But our research suggests that accessing and understanding your credit report is not as simple as you might expect.

Your credit report is essentially the ‘footprint’ left by your use of credit. The information it contains plays a big part in determining whether or not you can get a mortgage, loan or even a bank account.

Yet despite their importance, 63% of the general public have never checked their credit report.

Ordering your £2 credit report

We asked 81 people to order their £2 statutory reports from each of the three UK credit reference agencies – Callcredit, Equifax and Experian.

If you want to view your Experian report online you’ll have to wait for a passcode to be sent in the post. Both Equifax and Callcredit allow you to view your report online immediately, providing they can verify your identity.

But accessing online credit reports with Callcredit proved virtually impossible. 44 researchers who tried to do so, only two were successful. Callcredit has since told us it had taken down its online system during the time when we were carrying out our research, but this was not made clear on its website.

For some, navigating the reports proved just as challenging as getting hold of them. Less than half of our researchers said seeing their statutory reports had given them a better understanding of their credit worthiness.

The overwhelming majority of people (95%) said they’d find it helpful if all three credit reference agencies used the same format for their statutory credit reports.

Resolving credit report problems

Around a third of our researchers found a problem or entry they disputed on their credit report. In two cases (both Equifax), our researchers were told their issues couldn’t be resolved because they had ordered their reports more than 30 days before.

You can contact the lender or credit reference agency to correct a mistake. Agencies have 28 days from your request to tell you if it has removed the entry, amended it or taken no action.

But Callcredit took 41 days to inform one researcher that it would be removing an incorrect linked address (18 days to request necessary information, and 23 days following that to notify what action it would be taking).

Have you ever requested your £2 credit report? How easy was it to access and understand? And if you’ve ever found a mistake on your report, how did you find the process of getting this corrected?


No problem getting one but a real injury (it cost me money and time) and insult when I had to prove to them that their transcriber had misaligned the printed copy of the electoral roll (they were too cheapskate to buy the electronic version) and therefore it appeared that I had changed my name.

It cost me time, money and a visit to the local authority to put right their incompetent error.

By our lady shysters.

No problem getting them either.

But IMHO, this information is MY PRIVATE information, it should be FREE for me to check and the compnies should PAY ME to pass on the information.

This information is about our private lives and the Data Protection Act should cover the collection and dissemination of all private information.

Spot on. It astounds me that no one, not even Which?, seems to be up in arms about these companies. They’re private agencies with a get-out-of-jail-free card over the Data Protection Act. They can get information on you from anyone and they don’t have to check its accuracy in any way whatsoever.

We are the product not the customer, and yet we have to pay them to find out what they’re saying about us, and if we wish to challenge anything we get something about the size of a Tweet to register it.

Far from paying for it, they should be obliged to send us details of everything they post about us before they post it and give us equal billing to refute or explain the entry if we so desire. They should at the very least be made legally responsible for any misinformation they publish.

Highlander says:
23 May 2014

I obtained reports without difficulty but found that despite living alone I had on my file a man with the same date of birth and almost the same name. He has debts in excess of £100,000 and, while two of the reference agencies have now removed him from my file, Callcredit has not responded after over 40 days and I have referred them to the Information Commissioner. The Credit Reference Agencies and the debt recovery firm who placed his details on my file all blame 3rd parties. Do they have no responsibility to ensure the information they record is correct?

Rossiniolo says:
24 May 2014

I couldn’t agree more with the article in Which? (June/p44). Getting access to one’s statutory credit report is a confusing process. It took me over an hour online to locate, pay for, and download two of them. The third – Experian – apparently needs to be emailed in a couple days time and cannot be seen immediately (they took my payment immediately). Why do we have to go 3 different organisations for this information? Why do they make the process so tortuous and do everything they can to hide the £2 report and steer you toward their paid for reports? And why are the reports all formatted differently and so poorly laid out so as to make understanding them difficult? I hope Which? will take this up with the powers that be and get this utter muddle sorted out. It is not fit for the twenty-first century.

Hi Jenny

Perhaps the biggest improvement would be an overall rating that is simple common to all the agencies and easy to understand. Perhaps something like the ratings agencies like Standard and Poor use:

AAA, AAB, ABB, BBB down to Junk, ‘detain them immediately’ status.

Mizenmast says:
25 May 2014

Having read the article in the June edition of Which?, I decided to obtain my Statutory Credit Report from the three main credit agencies. The easiest to obtain on line was that from Call Credit as it required little other than the input of basic data. The report was quickly available to view online but was not capable of being downloaded as a PDF file – it could only be printed. This is a definite disadvantage. The Equifax application was more complicated in that a user account had first to be set up – just a name and password – before the entry of the individual’s data. Finding the correct pick for the statutory report was also less easy than Call Credit. The positive aspect of this report was that it could be downloaded and retained as a PDF file. The Experian report was easy to request but has the great disadvantage of having to wait days for a security access code to arrive in the post. The reports from the different agencies are in different formats but I fail to see why they appear to be confusing to anyone with a basic understanding of financial matters. I’m not sure how the 81 researchers were selected but it would appear that some of them must not have a great deal of experience in computer usage.

Sophie says:
29 May 2014

Callcredit has never been able to provide me with online access. 5 paper reports over 3 years all had to be requested via a form I had to print out and send off – their online system is obviously always “down” for me!

gflower says:
25 September 2014

No difficulty in getting at my (their) credit rating (of me).
I was amused and slightly annoyed that although I had a 99% rating I had one negative rating – this was due, they noted, to the low amount of potential credit I had on my master card . They attributed this low amount to the card issuer not granting me more credit, whereas I had asked for a much lower limit than they initially offered me as I wanted to protect myself from higher loss had a fraud been perpetrated on my account.
Should I complain to the credit agency – to whom I pay a monthly fee?

Hardly worth the effort. Remember that you are dealing with financial lowlifes that make money from YOUR personal information. They’ll probably agree to up your rating for that point but knock 10 points off for being a PIA!

I’ve just logged on to Equifax’s website to do an annual check on my credit report, and they seem to have come up with yet another scam to earn more money from OUR data. Instead of charging £2 for a basic report, we can access it for free by signing up to a monthly charge of £9.95! Of course, if we cancel within 30 days we don’t have to pay a thing, but I’m sure they’re relying on people forgetting, not to mention the number of companies that don’t get round to processing cancellations quickly enough! And they don’t mention whether we can keep doing this – sign up then cancel to get a free report – or whether it’s a one-off. Frankly, I preferred the £2 option – at least it was honest, even if we were still paying to see OUR data. Come on, Which, take this issue up now and campaign to change the law so that we can access all the data held on us for FREE whenever we need to. And please also publicise this new scam so that others are aware of it.