Equifax Complaints Procedure
Question: What's the complaints procedure?
We work hard to give you the best possible service. Of course, from time to time we don't get things right first time. If you're not happy with our service, please tell us so that we can put things right as soon as possible.
We try to make it as easy as possible for you to share your concerns with us, and we want you to be happy with how we handle them.
Here's some information about how to complain and how we handle the complaints we receive.
How and where to complain
To let us know about your concerns, send a letter to:
Customer Relations
Equifax
PO Box 1140
Bradford
BD1 5US
It will help us get back to you more quickly if you include your reference number from your credit report.
What happens next?
We'll do our best to get back to you within five working days, but sometimes we might need a little more time to look into your complaint. If this happens, we'll contact you within five days to tell you:
- why we can't respond in full to your concerns yet
- who's looking into your complaint
- when we'll be back in touch. In most cases, we finish looking into complaints within two weeks. We'll update you on our progress regularly throughout this time.
How to take your formal complaint further
If you are not happy with our resolution of your complaint, you can send it to the Financial Ombudsman Service which will independently review it. We will tell you when you can refer your complaint to the Financial Ombudsman Service.
Their contact details are:
The Financial Ombudsman Service
South Quay Plaza
183, Marsh Wall
LONDON
E14 9SR
Tel: 0845 080 1800
Email: complaint.info@financial-ombudsman.org.uk
Website: http://www.financial-ombudsman.org.uk
Questions about the content of your credit report
We don't class these as complaints. The Data Protection Act sets out how we should respond to questions about your credit report. We sent you details of the process when you bought your credit report and you can also find it on our website or on the back of the covering letter enclosed with any report we've posted to you.
If you have a question about the information on your credit report then you can:
"Ask a Question" through this secure online system
Send a letter to:
Equifax
PO Box 1140
Bradford
BD1 5US