- What is a Credit Report? Your Credit Report is a summary of your financial background and status and gives an overview of your credit profile, including your credit score and rating. It's often used by lenders, such as mortgage and credit card providers, to help them make decisions on whether to lend to you or not.
- How can I view my Credit Report? You can view your Credit Report online once you have logged into the dedicated members' area of the PrivacyGuard website. Alternatively, you can contact our Customer Services team on 0800 085 2150 and request a paper copy be posted to you.
- How quickly can I see my Credit Report? If you choose to view your Credit Report online, 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.
- Where do you get the information that's on my Credit Report? Your PrivacyGuard Credit Report is generated with the information provided by TransUnion International UK Limited (TransUnion), a UK Credit Reference Agency.
- 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.
- 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.
- What is my credit score?
Your credit score is calculated using the details in your credit profile and will normally range from 0 - 999 depending on the credit reference agency you use to view your Credit Report. The higher your score, the easier you should find it to borrow money or buy goods on credit.
Your PrivacyGuard credit score is produced by TransUnion and will range from 0-710. Each lender calculates their own score for you, and they may consider other information, such as details their organisation already holds about you, or your employment circumstances. - I've noticed something wrong on my Credit Report. Can you help me?
Yes. As a member of PrivacyGuard, you have full access to a dispute service which will help to correct anything you think could be wrong on your credit profile.
We can't make the changes ourselves because your Credit Report is made up from information that TransUnion hold about you.
But we can help you through the steps you might need to take to put things right. If you have found something that's wrong on your Credit Report, call us on 0800 085 2150.
- 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.
- Do you keep copies of my Credit Reports? You'll be able to access your Credit Reports for 12 months after they are generated. Once 12 months have passed, reports are deleted. Past reports are only accessible through your online PrivacyGuard account.
- 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.
- 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.
- 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. - 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'.
- 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.
- 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.
- Why do I receive credit profile alerts by post? If we detect significant changes to your credit profile, we'll 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.
- 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.
- 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.
- I have forgotten my Username. What do I do? If you have forgotten your Username, please click here.
- I have forgotten my Password. What do I do? If you have forgotten your Password, please click here
- 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.
- How do I update my address? If you want to update your address please call our customer services team on 0800 085 2150.
- 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
PO Box 5305,
LANCING,
BN11 9WD
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.
- How do I cancel my membership?
You can cancel your membership in the following ways:
- The easiest option is to login to your online account and click the 'Cancel Membership' link.
- If you have not activated your online account or have forgotten your login details, you can download a cancellation form from the
website homepage. Once it has been completed, please send it by email to enquiries@privacyguard.co.uk. - Alternatively, you can write to us at PrivacyGuard, Operations Centre, PO Box 5305, LANCING, BN11 9WD.
- You can also call us on 0800 085 2150*. Lines are open 8am to 8pm Monday to Friday and 9am to 5pm on Saturday (excluding
Sundays and Bank Holidays).
*Calls to an 0800 number are free from landlines and mobiles. Please be advised calls are recorded for training and quality
assurance purposes.
Your Credit Report contains the following information:
– Credit score and credit rating
– Any loans, credit cards, credit agreements (including Buy Now Pay Later), or mortgages that are in your name
– Payment history - including late and missed payments
– Any outstanding credit balances
– Record of companies that have searched your credit profile
– Publicly available information which could affect your creditworthiness (e.g. County Court Judgements, bankruptcies or insolvencies)
– Electoral Roll details
– Address links and financial connections, e.g. joint accounts
– CIFAS Protective Registration flags
Your Credit Report helps you to see what might be impacting on your creditworthiness, i.e. how trustworthy are you likely to be when it comes to making credit repayments. Having a poor credit profile can result in you being turned down for credit or being charged a higher level of interest.
Your Credit Report can also highlight if you are at risk of being a victim of fraud, or if you already have been. If lenders have searched your credit profile when you have not been applying for credit, it could mean someone is applying using your identity. Alternatively, you could notice financial accounts on your Credit Report which you don't recognise.
Incorrect or outdated information could impact your ability to get credit, which can result in you being turned down for credit or being charged a higher level of interest.
With PrivacyGuard, you can discuss your Credit Report with our team of experts. If there is anything on your Credit Report which doesn't look right, we're here to help.