Credit Score Basics > How to correct wrong ClearScore report information

How to correct wrong ClearScore report information

Wollit Team3 minute read · Updated 1st July 2024

First of all, why is there wrong information in your ClearScore report?

ClearScore is a website where you can view your credit score for free. It doesn't calculate a credit score, though—it simply gets it from Equifax, one of the UK's three main credit reference agencies. ClearScore isn't a credit reference agency, and banks or other lenders don't use it to carry out credit checks on you.

In other words, if there is anything wrong with your ClearScore report, there can only be four explanations:

Equifax made a mistake.
The company reporting data to Equifax (can be your credit card provider, etc.) made a mistake.
Or it's not a mistake at all – like when a recently closed account still shows as active because it can take some time for the bank to notify Equifax.
Finally, the "error" might sometimes even be a sign of fraud or identity theft.

What are the most common errors I should look out for in my ClearScore report?

The first common error in your credit report is missing accounts.

You should keep in mind that only some financial products you use will show up on a credit report.

Sometimes, this is because it has yet to be reported (most lenders do it once a month) or because the lender does not report to Equifax at all. Ask them if they report to Equifax.

The second one is seeing an incorrect or old address.

The easiest way to fix this is to register to vote or to update your registration if you're already on the electoral roll. Also, always take care to write your address the same way, and look out for typos.

The third kind of "error" is seeing out-of-date account balances.

This, in most cases, is not a mistake at all. It can take up to 5 weeks for your credit report to update, so your accounts on ClearScore will always be somewhat out of date.

Also – your credit report won't show your savings or current accounts, but your credit accounts. So if you see a current account with a balance of £0, it doesn't mean it's been emptied – simply that you didn't use the overdraft facility.

Finally, in your ClearScore report you might even see accounts that you don't recognise at all.

The most common reason here, sadly, is fraud or identity theft. You need to act fast and contact the account provider – while they might not hold you liable for a fraudulent loan taken in your name, your credit score will still be affected.

But this is not always the reason: sometimes Equifax might accidentally "match you" with someone else's product – for example, if a bank reports your name with a typo. This can often happen if you have a family member with the same last name and address history. You should raise this issue with Equifax.

It's also possible to see one of your accounts showing up under a different company name.

That could be normal—some companies use different trading names than the ones they're legally registered under. Check the Company House for the name of the company you don't recognise and see if this is the case.

What do I do if I spot something off in my ClearScore report?

If you see something wrong in your ClearScore report, don't stress – you have a few ways to fix it.

First, contact the bank, lender, credit card provider, local council, or court – whoever is in charge of the error you spotted.

Usually, they will fix mistakes straight away. Sometimes, you might need to go through their official complaints procedure. Either way, once the error is fixed, they will update all the credit reference agencies they use, including Equifax in this case.

Once the change is made, it should show up in your credit report in about 5 weeks.

Second, if you can't resolve this with the bank or lender, you can ask Equifax to look into it by "raising a dispute." You can do this through this form on the ClearScore website.

Equifax usually acknowledges receiving your dispute within 24 hours. Resolving things can take up to 28 days, but it's often much quicker.

However, keep in mind that if the lender disagrees with the dispute, Equifax does not have the authority to change your credit report themselves.

What if I can't correct an error on my ClearScore report?

If you can't get the error on your credit report fixed even after contacting Equifax and the company which made the error, you still have three options at your disposal:

You can add a Notice of Correction to your credit report.
You can submit an official complaint to ClearScore.
You can raise a dispute with the UK's Financial Ombudsman Service.

First, adding a Notice of Correction to your credit report can allow you to explain what happened. This is very useful if, for example, you missed a loan repayment because you fell ill or lost your job.

Second, you can also submit an official complaint to ClearScore. Again, while ClearScore does not have the authority to change anything in your credit report (not even Equifax has that power), it can look into what happened and provide a full explanation.

You can complain to ClearScore by:

Filling out their online contact form.
Calling them on 0207 582 8212.
Sending an email to [email protected].
Writing a letter and posting it to ClearScore, Vox Studios, VG 203, 1-45 Durham Street, Vauxhall, London SE11 5JH, UK.

Finally, you also have the right to file a dispute with the industry ombudsman and/or regulator. If it's a credit card, mortgage, or any other financial service this authority will be the Financial Ombudsman Service (FOS).

To contact the Financial Ombudsman Service, you can:

Call them on 0800 023 4567.
Send them an email at [email protected].
Send a letter to The Financial Ombudsman Service, Exchange Tower, London E14 9SR, UK.