Help Hub

Common Questions

• What is Credit Angel?

• Credit Angel is a membership website and service providing you with access to your credit score and credit report. Customers of Credit Angel have access to a variety of consumer credit offers all available to you based on your credit rating, and to give you the highest likelihood of being accepted for them.

• How do I contact Credit Angel testing hidden content

• If you have any questions or queries you can contact our team on 0345 2221550‡ or email us at [email protected] and we will be pleased to help you.

• Who provides my Credit Angel Report? invisible content

• Your credit report is supplied by Credit Angel using data provided by TransUnion International UK Limited , One Park Lane, Leeds, LS3 1EP, United Kingdom.

• What does the service cost? result appears if this term is searched

• Once the 14 day trial period is over, then we will make a charge of £19.99 on a monthly basis. This fee will ensure we keep your records up to date and provide you with the members’ area benefits, offering you a range of discounts and services.

• How many times can I look at my report?

• You have access to your credit report so you can look it as often as you want, there are no restrictions. Remember the information in your report will be updated monthly so we’d recommend you check it regularly just as you’d do with your bank statement or utility bills.

Searches

• Can I find out who has searched my credit report?

• You can see who has conducted a search by viewing the credit search history section of your report.

• Can anyone search my report? testing hidden content

• Lenders can only conduct a search with your authority. Permission for searches is usually given when signing a credit agreement.

• How long are searches kept on my credit report?testing hidden content

• Credit searches generally stay on your credit report for 2 years. (This can vary depending on the information being searched).

• What do I do if there’s a search on my report I know nothing about? testing hidden content

• It may be that you don’t recognise the company name because they provide accounts on behalf of another company. It could also be that the company name on your report is a subsidiary or a larger lending company or group of companies.

• Why do Lenders look at searches?testing hidden content

• Lenders see searches relevant to their own search. This will show the lender how often the applicant has made a similar application.

Other People's Details

• Why are other people’s details on my credit report?

• A financial associate is created when a joint credit application is made or we are provided with joint account data from a lender.

• How do I take other people’s details off my credit report?

• If you want to disassociate yourself from an ex-partner or anyone else you have had a financial relationship with, you'll find a button in the Connections & Other Names section of your report which will allow you to tell us of any problems you have with the information on your report and we will then notify the lender and ask them to investigate.

Identity Theft

• What is identity theft?

• This is when fraudsters access information about someone so that they can commit identity fraud.

• What is identity fraud?

• This is when a stolen identity is used in a criminal activity, such as obtaining goods or finances in the victim’s name.

• How can I tell if I’m a victim of identity theft or fraud?

• By being vigilant of your credit report for any potentially fraudulent credit activity. By checking your post, banks statements and emails regularly for anything out of the ordinary.

• How can I protect myself from identity theft?

• Make sure you protect or destroy any sensitive data, such as passwords, PIN numbers or important paperwork. Never disclose information over the telephone or reply to suspicious emails if there is any doubt who is on the other end of the communication.

• What happens if I’m the victim of identity theft?

• If you suspect you're a victim of identity theft, you should contact your lenders immediately. They can then stop any further spending on that account and start a fraud investigation. When they confirm the fraud, they'll ask us to remove the details relating to this from your file. That's so the activities of the fraudster will not affect the likelihood of you getting credit in the future. You can also contact ACTION FRAUD on 0300 123 2040.

Your Credit Report

• What is a credit report?

• A credit report details your personal credit history including credit cards, loans, mortgages , mobile phone contracts and even some utilities like water, gas and electricity. If your over 18 and have ever taken out credit, then a credit reference agency is likely to hold a credit report on you.

• What personal information do you hold about me on my credit report?

• Your credit report includes financial accounts, Electoral Roll information, Public data (Bankruptcies, Insolvencies & County Court Judgments), financial associations and links for previous addresses and names.

• Is there any such thing as a blacklist?

• There is no such thing as a ‘blacklist’.

• How often is my credit report updated?

• Updates are usually received every 4-6 weeks.

• Why don’t some of my credit accounts appear on my credit report?

• Your credit file contains all of the data we hold in your name at the address (es) you have provided to us. If a specific account does not appear on your Transunion file, it is because we do not have an agreement in place with the lender to hold the data and therefore, would not receive the regular updates necessary to ensure the accuracy of it. It is also worth noting that certain types of accounts, such as current and savings accounts as well as utilities, will not show on your credit file as they are not considered by lenders to be credit accounts.

• How long will information stay on my report?

• This varies depending on the information.

  • Credit searches - 2 years.
  • Address and alias links - indefinitely.
  • Defaulted financial accounts - 6 years from the default date
  • Settled accounts – 6 years from date of settlement
  • CCJs, Insolvencies and Bankruptcies – 6 years from the order date
• There is a company shown on my report that I don’t recognise, what should I do?

• It may be that you don’t recognise the company name because they provide accounts on behalf of another company. It could also be that the company name on your report is a subsidiary or a larger lending company or group of companies.

Credit rating

• What is my credit rating?

• A credit rating is the assessment of the credit worthiness of a borrower in general terms, or with respect to a particular debt of financial obligation.

• Why have I been turned down for credit?

• Each Lender will have its own criteria for making their decision on a credit application.

• Will my credit report show that I have been turned down for credit?

• Your Credit Report will not show that you have been turned down for credit. If a credit search is performed as part of the application process, then a search ‘footprint’ will appear on your credit file only. No decision will be shown.

• What information do lenders use to make their decision on a credit application?

• Although Credit Referencing Agencies do not make lending decisions the lenders will use the information held on a Credit Report as part of their decision making process.

• Have I been turned down because of a previous occupant at my address?

• Lenders are only interested in yourself. As long as you do not have a financial connection with the previous occupant of your address then the Lender will not have taken the previous occupant into consideration.

• How can I improve my credit report?

• We would recommend registering on the Electoral Roll if you have not done so already. It is also advisable to close any un-used financial accounts and to make payments towards your active accounts on time.

Updating Your Account Details

• How do I change my password?

• You can change your password from within the Credit Angel Members Area. Simply navigate to the ‘Account Information’ link located on the left hand side, then select ‘Change Password’.

• I have forgotten my PIN/Cannot log into my account, what do I do?

• If you have forgotten your PIN number you can request a new one by selecting the “Forgotten?” link located to the right hand side of the PIN entry screen. This will send you a PIN recovery email to the address that was used to create the Credit Angel account.

Credit Alerts

• What is an Alert?

• Alerts will be sent to advise when information changes on your credit report.

• I received an alert. What do I do?

• You should view an updated copy of your credit report to see the change that has been reported.

• I have received an alert for a search of my credit report, but I don't know what it means

• This means a new credit search has been recorded on your report. Please view the credit search history section to see this information.

• I have an alert for a change in the payment history of a credit account, but I don't know what it means.

• The payment code on one of your financial accounts has changed.

• Where can I see my alerts?

• You can view your alerts via your credit report under the section “Alerts”.

• I have an alert for the addition or deletion of an account, but I don't know what it means

• A new financial account has been recorded or removed from your credit report.

• I have an alert for the addition or deletion of a judgment, voluntary agreement or bankruptcy, but I don't know what it means.

• An amendment has been made to the Public Data section of your report.

County Court Judgements and Insolvencies

• How do I get CCJ’s removed?

• These are removed automatically six years after the original judgment date (unless the Court has applied a Restriction to a specific case). You should contact the County Court concerned if you think the judgment was made in error and you would like it 'set aside'. The courts will also allow a judgment to be removed if:

  • It was paid within one month and a Certificate of Satisfaction or Cancellation has been issued
  • An insurance company (related to the debt) has not paid a claim on time.
• How do I get a CCJ marked as Satisfied?

• You will need to forward a copy of your Certificate of Satisfaction to TransUnion International UK Limited , One Park Lane, Leeds, LS3 1EP, United Kingdom.

• How do I get an Insolvency removed?

• Insolvencies are automatically removed from your file six years from the original judgment. To remove a Bankruptcy or IVA from your file before then, you would need to send the relevant Certificate of Annulment from the issuing court (Bankruptcy) or confirmation from the supervisor of your IVA to TransUnion International UK Limited , One Park Lane, Leeds, LS3 1EP, United Kingdom.

• How do I get an Insolvency marked as Discharged or Completed?

• You will need to forward us a copy of your Discharge Certificate/Completion Letter.

Notice of Correction

• What if there's incorrect information on my report?

• The information contained within your credit file is based on the data provided to us by the lender. However if you think a section of your credit file contains inaccurate information, you can either contact the lender directly or you can use our services and we will raise the issue with the lender on your behalf. If the lender agrees that the information is inaccurate, they can make the necessary amendment or ask us to update your file.

  Balances are updated every 4-6 weeks. So if the balance shown doesn't reflect the actual balance, there's no need to contact the lender unless you believe the balance is more than 4-6 weeks out of date.

• What is a Notice of Correction?

• A Notice of Correction is text that can be placed on your Credit Report. The text must be no more than 200 words in total, relevant to the information on the Credit Report and cannot be defamatory or apportion blame.

• How do I leave a Notice of Correction?

• You will need to write to TransUnion International UK Limited , One Park Lane, Leeds, LS3 1EP, United Kingdom, providing your desired text which needs to comply with the following guidelines:

  • Must not contain more than 200 words
  • Must be relevant to the information we hold on your credit report
  • Cannot be scandalous, frivolous, defamatory or libellous
  • Cannot name a third party
  • Cannot apportion blame
• How long does it take to update your records?

• We have up to 28 days to resolve a dispute.

Cancellation

• How do I cancel my membership?

• If you wish to cancel your Credit Angel membership, you may do so by:

  • Using the ‘Contact Us’ form on the website and app
  • letting us know that you wish to cancel by sending an email to: [email protected]
  • in writing to: Credit Angel, Quint Group Ltd, Glasshouse, Alderley Park, Nether Alderley, Cheshire SK10 4ZE
  • telephoning: 0345 2221550^‡

Complaints

• I wish to make a complaint, how do I do this?

• Firstly, we are sorry that you are unhappy, we make every effort to make sure that our service is excellent, however, if we have fallen short of your expectations then please call us on 0333 003 0076‡ or email us at [email protected] and we will do our best to resolve your complaint.

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