1. What is a Credit Report? Quite simply, a Credit Report is a summary of your financial background and status. It's based upon the information contained within your credit profile, which is compiled by a UK credit reference agency.
    Everyone has a credit profile. It's very important because it affects how financial organisations deal with you. For example, mortgage lenders and credit card companies use them to make a judgement on an individual's creditworthiness. Having a poor credit profile can result in you being turned down for a loan or being charged a higher level of interest.
  2. How can I view my Credit Report? You can view your Credit Report online once you have logged into the dedicated members' area of our website.
    Alternatively, you can contact our Customer Services team on 0800 085 2150 and request a copy is posted to you.
    By requesting a Credit Report you are agreeing to PrivacyGuard (Affinion International Limited) applying on your behalf to Callcredit under section 7 of the Data Protection Act 1998 for a copy of your Credit Report, and for Callcredit Consumer Limited to monitor your credit profile.
  3. How quickly can I see my Credit Report? If you chose to view your Credit Report Online, in most instances you will be able to see your Credit Report immediately. If you request a paper copy of your Credit Report, then please allow 7-10 days to receive your report in the post.
  4. How do you compile my Credit Report? Your personal Credit Report is put together by our experienced team of analysts. Written in an easy-to-understand way, it's a summary of all the information held on you within your credit profile. Your Credit Report is produced by Callcredit, a UK credit reference agency. It contains, for example, financial information provided by lenders such as banks and credit card companies.
  5. Which credit reference agency do you use to help put together my Credit Report? Your Credit report is produced by Callcredit Consumer Limited, a UK credit reference agency. Collecting and analysing information received from organisations that have offered credit to consumers, they compile credit profiles for everyone in the UK. We use the information provided by Callcredit to produce your Credit Reports and monitor your credit profile.
  6. Who has access to my credit profile? Whenever you apply for a loan, mortgage or credit card, your credit profile may be accessed by the lender. Other organisations with a legitimate reason to view your profile may also examine it. Monitoring your Credit Report - including who has accessed it - is all part of the PrivacyGuard service. You'll therefore know whenever an organisation has looked at your credit profile.
  7. Do I need to be a member to view a copy of my Credit Report? Yes, you need to be a PrivacyGuard member to gain full access to your own personal Credit Report.
  8. What is my credit score? Your credit score (a number between 0-999) is based upon information contained in your Credit Report. A higher score means you should find it easier to borrow money or buy goods on credit. However, each lender has their own credit scoring guidelines and may take other factors into consideration.
  9. Are you able to make corrections to my Credit Report? Unfortunately, we are unable to make changes ourselves as your Credit Report is based on the information provided by a credit reference agency. Only you, or the agency, can change or correct your records. You can speak to one of our trained consultants, who will discuss your Credit Report with you.
  10. Is my PrivacyGuard Credit Report confidential? Yes, absolutely. The information contained within your Credit Report remains strictly confidential between you and us at all times. We adhere to a strict code of ethics and never share any of your confidential information with an outside agency for any reason, unless we are compelled to do so by law.
  11. Do you keep copies of my Credit Reports? Credit Reports requested prior to February 17th 2016 are not held by us as these were previously produced by the Experian credit reference agency. As of the 17th February 2016 your PrivacyGuard Credit Reports are produced by Callcredit Consumer Limited, a UK credit reference agency. From this date we will retain all copies that you request from us and you will be able to view these online at any time. If you have any questions or queries, you can call our highly trained credit profile management team at any time. The information on your Credit Report is, of course, confidential between you and us and we never disclose it to a third party.
  12. How long is information held on my Credit Report? Details of any active credit accounts, with up to three years' history, are held on your Credit Report. Accounts are generally kept on the Credit Report for six years after they have been settled.
  13. What is identity theft? Identity theft is where someone obtains personal or financial information about you without your knowledge or consent. These can be taken, for example, when you are using the internet. Information such as your name and address as well as bank account and card details can be very valuable in the wrong hands. Once obtained, these details can be used to commit identity fraud, where goods and services are purchased in your name by deception.
  14. How can I protect myself against identity theft? We can all take steps to minimise the risk of becoming a victim of identity theft. Here are five ways you can help protect yourself:
    - Take extra precautions when shopping online. For example, never use the same password for more than one account and ask your bank to arrange for a security check to appear before making online payments.
    - Always check your bank statements for any un-authorised purchases.
    - Never throw items containing personal information, such as bills, statements and receipts, in the bin. Always make sure that you shred them so that criminals can't piece together your details.
    - Be on the lookout for fake 'phishing' emails. These are sent to you by fraudsters posing as a legitimate organisation, for instance, a bank or charity. They request that you confirm confidential information such as passwords or account numbers to them over the internet.
    - Check your Credit Report on a regular basis. Your Credit Report is a summary of your financial background and status. Changes and additions to your Credit Report can be the first sign that criminal activity is taking place on some of your accounts.
  15. I have received an email from you requesting some personal information. Should I respond to it? You should never reveal personal information by responding to an unsolicited email. If you receive a suspicious email claiming to be from us, please forward it to our team at enquiries@privacyguard.co.uk and we will investigate it further. Stealing personal information through the use of fake emails is commonly known as 'phishing'.
  16. What is phishing and how could it affect me? Phishing emails appear to originate from a genuine company, such as a bank, charity or other legitimate organisation, and often directs the victim to a fake web site. The purpose of the email is to trick people into disclosing personal and confidential information. Once the perpetrators have your personal details, such as passwords, account numbers or login details, they can then conduct a number of different types of fraud.
  17. How do I protect myself from phishing? It's important to be vigilant. You should be suspicious of any unsolicited emails you receive, even if they appear to come from a trusted source. Although we may contact you by email, we will never ask you to reconfirm your login details, your full password or personal information. If you do receive any email that concerns you, please contact us and we will investigate it further.
  18. Why do I receive credit profile alerts by post? If we detect significant changes to your credit profile we will send you an alert weekly by either SMS or email depending on your chosen preference. However, if you have not yet provided an alert preference, then we will send you a postal notification each month.
    If you would like to update your alert preference simply activate your online account here and follow the instructions on-screen. By requesting a Credit Report you are agreeing to PrivacyGuard (Affinion International Limited) applying on your behalf to Callcredit under section 7 of the Data Protection Act 1998 for a copy of your Credit Report, and for Callcredit Consumer Limited to monitor your credit profile.
  19. Can I change how I receive my credit profile alerts? Yes of course. You can change your alert preference at any time by logging in to your PrivacyGuard account and going to My Profile page.
  20. Does membership cover my partner or family? Your Credit Report and monitoring services are specific to your own very sensitive data and so PrivacyGuard membership is on a personal basis only.
  21. How can I be reminded of my Username? If you have forgotten your Username please click on the following link and complete the mandatory steps to find out your username.
  22. How can I be reminded of my Password? If you have forgotten your Password please click on the following link and complete the mandatory steps to reset your password.
  23. How can I change my personal details? If you wish to change your email address or contact telephone number you have registered with us, please Log In and go to the My Profile page to edit your member profile.
  24. How do I update my address? If you want to update your address please call our customer services team on 0800 085 2150.
  25. How do I make a complaint? We are sorry if you feel the need to complain. We want to hear from you because telling us gives us the chance to put matters right for you, and see how we can improve what we do for others.
    Please contact PrivacyGuard on: 0800 085 2150
    Email us at enquiries@privacyguard.co.uk
    or write to us at the following address quoting your PrivacyGuard membership number:
    Customer Services Manager
    PrivacyGuard
    Sentinel House
    Airspeed Road
    Portsmouth
    Hampshire
    PO3 5RF

    If you remain unhappy If we have not resolved your complaint to your satisfaction within eight weeks from when you first contacted us you may refer your complaint to the Financial Ombudsman Service for an independent review. The Financial Ombudsman is an independent public body which aims to resolve disputes between consumers and businesses. The contact details are:
    Telephone: 0800 023 4567 or 0300 123 9123
    Email: complaint.info@financial-ombudsman.org.uk
    The Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR
    Using our complaints procedure or referral to the Financial Ombudsman Service does not affect your legal rights.

    The EC Online Dispute Resolution Platform You have the option to register your complaint using the European Commission Online Dispute Resolution (ODR) Platform. This is a web-based platform that is designed to help consumers who have bought goods or services online to deal with issues arising from that purchase. Complaints submitted to the platform will be dealt with by approved ADR providers. You can access the platform at the following website address: http://ec.europa.eu/consumers/odr/