Frequently asked questions

(Click on the questions below to get the answer.)

Credit Confidential® Membership

Your Callcredit Consumer Limited Credit Report and Rating

Callcredit Consumer Limited Credit Report

Callcredit Consumer Limited Credit Rating

Identity Theft

Alerts

More about your Call Credit Consumer Limited Credit Report

General Membership Questions


Credit Confidential® Membership

What is Credit Confidential®?

Credit Confidential® is an online membership programme which provides you with the tools you need to access and monitor your financial/credit information; including allowing you direct access to your credit report and rating provided by Callcredit Consumer Limited ("Callcredit Consumer Limited") a credit information services provider and part of the Callcredit Information group.

As Credit Confidential® is a member's only programme, monthly membership fees are charged after any free promotional period.

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What are the benefits of membership?

As a member of the Credit Confidential®, you'll receive a bundle of benefits including:

  • Unlimited access to your Callcredit Consumer Limited Credit Report and Rating
  • 24/7 identity (theft) alerts
  • Identity recovery assistance

Your Credit Report and Rating is provided by Callcredit Consumer Limited ("Callcredit Consumer Limited") a credit information services provider and part of the Callcredit Information group.

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How much does it cost?

After your initial free trial, membership fees apply according to the terms and conditions that you signed up to. You can check your Credit Report and Rating online, as often as you wish.

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How do I access my Credit Confidential® benefits?

To access all of the Credit Confidential® benefits, simply log in using your Membership ID and postcode. Your Membership ID can be found in the welcome email or letter which was sent to the email/postal address that you provided to Credit Confidential® when you joined.

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How soon will I be able to access my Callcredit Consumer Limited Credit Report after registration?

At Credit Confidential® after successfully verifying your identity, we give you instant access to your Callcredit Consumer Limited Credit Report and your Credit Rating. Which means you could check your Credit Rating instantly.

To ensure the security of your personal information you will be required to confirm your identity before accessing your Callcredit Consumer Limited Credit Report for the first time. Some members may require additional manual verification which may take longer.

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What do I do if I forget my membership ID?

If you have forgotten your Credit Confidential® membership login details, please contact us with the following details:

  • Your full name
  • Email address (used to subscribe to Credit Confidential®)
  • Home address and post code

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How do I get my Callcredit Consumer Limited credit report?

That's easy. You can get your Callcredit Consumer Limited credit report using the services provided by Credit Confidential® by going to the Home page and logging in with your Membership ID and post code.

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Why do I need to re-enter my details to view my Callcredit Consumer Limited Credit Report once I log in?

Information held about you by Callcredit Consumer Limited is very sensitive data and requires secure validation by Callcredit Consumer Limited to enable them to verify your identity before they grant access.

The first time you wish to view your Callcredit Consumer Limited Credit Report you will be asked to enter your full name, full current address, This is a standard process by Callcredit Consumer Limited. Credit Confidential® will not have access to this data.

You will also be asked to enter your card details to make sure your details match your credit data. You will not be charged by Callcredit Consumer Limited, but there will be a 0p authorisation, made by Callcredit Consumer Limited, on that card to verify it is valid.

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How many times can I look at my Callcredit Consumer Limited Credit Report?

Once your details have been verified, Callcredit Consumer Limited allows members of Credit Confidential® to look at their Callcredit Consumer Limited credit report and Rating as often as they like, so members can check it regularly, just as you would check bank statements or bills.

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Why can't I view my Callcredit Consumer Limited Credit Report?

There could be a number of reasons why your Callcredit Consumer Limited Credit Report was not available to view online.

Click here to contact a Credit Confidential® representative. 

If your query relates to your Callcredit Consumer Limited Credit Report or Rating, please make contact with the Credit Confidential® Customer Service Team on 0333 344 1785 who will help facilitate an introduction to the Callcredit Consumer Limited Customer Service Team. Alternatively, you can write directly to Callcredit Consumer Limited, One Park Lane, Leeds, LS3 1EP, United Kingdom quoting your Credit Confidential® Membership Number.

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What personal information do you hold about me?

We only hold information about your membership such as your name, address, telephone number and billing details. Information regarding your Callcredit Consumer Limited Credit Report or Rating is held by Callcredit Consumer Limited. You can see all the information they hold about you on your Callcredit Consumer Limited Credit Report. For more details regarding information please refer to both our privacy policy and to Callcredit Consumer Limited's privacy policy

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Your Callcredit Consumer Limited Credit Report and Rating

Callcredit Consumer Limited Credit Report

What is a Callcredit Consumer Limited Credit Report?

A Callcredit Consumer Limited 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 information services provider is likely to hold a credit report on you.

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How can I improve my Callcredit Consumer Limited 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.

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How do I take other people's information off my Callcredit Consumer Limited Credit Report?

If you want to separate yourself from an ex-partner or anyone else you have had a financial relationship with, you will need to make sure any joint accounts are closed or transferred to a single name. You can then make contact with the Credit Confidential® Customer Service Team on 0333 344 1785 who will help facilitate an introduction to the Callcredit Consumer Limited Customer Service Team. Alternatively, you can write directly to Callcredit Consumer Limited, One Park Lane, Leeds, LS3 1EP, United Kingdom quoting your Credit Confidential® Membership Number.

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How long will information stay on my Callcredit Consumer Limited Credit Report?

This varies depending on the information. 

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How many times can I look at it?

You can look at your Callcredit Consumer Limited Credit Report as many times as you like, that's why we give you instant access online. You can check it regularly, just as you'd check your bank statement or your household bills.

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What if there's incorrect information on my Callcredit Consumer Limited Credit Report?

If you think a section of your Callcredit Consumer Limited Credit Report contains inaccurate information, you should contact the lender first. If they agree that the information is inaccurate, they can make the necessary amendment. alternatively, you can make contact with the Credit Confidential® Customer Service Team on 0333 344 1785 who will help facilitate an introduction to the Callcredit Consumer Limited Customer Service Team. Alternatively, you can write directly to Callcredit Consumer Limited, One Park Lane, Leeds, LS3 1EP, United Kingdom quoting your Credit Confidential® Membership Number.

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What kind of information is in my Callcredit Consumer Limited Credit Report?

Your Callcredit Consumer Limited Credit Report contains information that helps lenders confirm your identity (to fight fraud) and to assess whether you're a reliable borrower (to make sure you can afford to take out more credit). The information pertains to the following areas and not to any other personal information such as criminal records, political persuasion etc.

Account information - Your report shows what credit accounts you've had and whether you've made repayments on time and in full. Items such as missed or late payments stay on your Callcredit Consumer Limited Credit Report, while Court Judgments for non-payment of debts, Bankruptcies and Individual Voluntary Arrangements stick around for at least twice that long.

Address details - Your Callcredit Consumer Limited Credit Report shows the current address at which you are registered to vote. It also contains details of other addresses you've been linked to. such as those you've given to lenders on application forms.

Financial connections - Another section lists the people with whom you have a financial connection, such as a joint mortgage. They are known as your financial associates. Their credit history doesn't appear in your Callcredit Consumer Limited Credit Report. But when you apply for credit, lenders are able to look at their credit history - because their circumstances could affect your ability to repay what you owe.

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Why are other people's details on my Callcredit Consumer Limited Credit Report?

A record is kept of any person who is financially connected with you, such as someone you have shared a joint bank account or a joint mortgage.

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Why don’t some of my credit accounts appear on my Callcredit Consumer Limited Credit Report?

Your Callcredit Consumer Limited Credit Report contains all of the data held in your name at the address (es) you have provided. If any specific data does not appear, it is because Callcredit Consumer Limited does not have an agreement in place with the lender 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 Callcredit Consumer limited Credit Report as they are not considered by lenders to be credit accounts.

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Callcredit Consumer Limited Credit Rating

What is a Callcredit Consumer Limited Credit Rating?

A Callcredit Consumer Limited Credit Rating is a number (between 0 and 710) that has been calculated using information in your Callcredit Consumer Limited Credit Report. The Credit Rating is based on information held by Callcredit Consumer Limited. The higher your Credit Rating, the more likely it is any application you make for credit will be accepted. Your Credit Rating may also impact the interest rate you pay.

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Do I have just one Callcredit Consumer Limited Credit Rating?

No. Each Credit information services provider will calculate a Rating based on the information that they hold about you. Each Credit information services provider has different methods of calculating Credit Ratings and so the Credit Rating is likely to vary. Your Credit Confidential® membership gives you access to your Callcredit Consumer Limited Credit Rating. Please note all Credit information services Providers will also have their own scoring systems.

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How can I improve my Callcredit Consumer Limited Credit Rating?

You can help to improve your Callcredit Consumer Limited Credit Rating by ensuring you fully understand the information in your Callcredit Consumer Limited Credit Report.

For specific guidance on the information in your Callcredit Consumer Limited Credit Report and on what steps you might consider to help improve your Credit Rating, please make contact with the Credit Confidential® Customer Service Team on 0333 344 1785 who will help facilitate an introduction to the Callcredit Consumer Limited Customer Service Team. Alternatively, you can write directly to Callcredit Consumer Limited, One Park Lane, Leeds, LS3 1EP, United Kingdom quoting your Credit Confidential® Membership Number.

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Why does a Callcredit Consumer Limited Credit Rating matter?

Keeping up with your Callcredit Consumer Limited Credit Rating is a crucial step to maintaining an excellent credit rating. Your Callcredit Consumer Limited Credit Rating is a number that helps lenders and other important entities predict how likely you are to make your payments on time, and affects whether you can obtain credit.

Lenders look at your Callcredit Consumer Limited Credit Rating at different times to determine changes in your interest rate, credit limit, or to decide on sending you an offer. Having an excellent or good Callcredit Consumer Limited Credit Rating can save you money as lower interest rates may be available to you. This is why it is an important part of your financial health.

Your Callcredit Consumer Limited Credit Rating is very important. Don't wait until you are in a bind and need a higher Credit Rating. Having a good Credit Rating helps to ensure stability and security for you, and your family.

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What affects my Callcredit Consumer Limited Credit Rating?

Credit information services provider compute your Credit Rating based on information contained in your Callcredit Consumer Limited Credit Report, which is primarily broken down into the following five areas:

Payment History - All late payments, bankruptcies and other negative items will hurt your Callcredit Consumer Limited Credit Rating. However, having a solid record of on-time payments will help your Rating.

Amount Owed - How much money you owe to your creditors, the number of accounts with outstanding balances and how much of your available credit has been used. The ratio of how much you owe with respect to your credit limits will play a part in determining your Callcredit Consumer Limited Credit Rating. The more you owe compared to your available credit limits, the lower your Callcredit Consumer Limited Credit Rating will be.

Duration of Credit History - The length of your credit history impacts your Callcredit Consumer Limited Credit Rating's computation. This is why it is important to start building good credit as soon as you can.

Recent Credit - If you've recently applied for or opened new credit accounts, such activity will be reflected in your Callcredit Consumer Limited Credit Rating.

Additional Factors - Also taken into account are several other minor factors. In general, this will be a factor for people who have longer credit histories.

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What are the main reasons for a low Callcredit Consumer Limited Credit Rating?

If your Callcredit Consumer Limited Credit Rating is low, it could be down to number of different reasons, some of the common ones are listed below:

1. Late or missed payments
2. Large debt balances
3. Too little credit history
4. Too many applications in a short space of time
5. Too much available credit
6. No Electoral Roll record for you at your current address
7. Bankruptcy/County Court Judgments

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How often is my Callcredit Consumer Limited Credit Rating updated?

When signing up to Credit Confidential®, we will provide an initial Callcredit Consumer Limited Credit Rating that is based on the information in your Callcredit Consumer Limited Credit Report. Your Callcredit Consumer limited Credit Rating will potentially change as the information in your Callcredit Consumer Limited Credit Report changes.

You can also see your up-to-date Callcredit Consumer Limited Credit Rating when you access a new Callcredit Consumer Limited Credit Report.

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Identity Theft

What is identity theft?

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

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What do I do if I think I have been a victim of identity theft?

If having viewed your Callcredit Consumer Limited Credit Report you think your identity may have been stolen or you have been a victim of identity fraud, for any assistance with this matter, please make contact with the Credit Confidential® Customer Service Team on 0333 344 1785 who will help facilitate an introduction to the Callcredit Consumer Limited Customer Service Team. Alternatively, you can write directly to Callcredit Consumer Limited, One Park Lane, Leeds, LS3 1EP, United Kingdom quoting your Credit Confidential® Membership Number.

As part of this service your details can be registered with CIFAS, the UK’s fraud prevention agency. The CIFAS protective registration scheme allows users to add a ‘protective warning’ to their Callcredit Consumer limited Credit Report thereby alerting organisations who use CIFAS that they need to take additional steps when validating your identity.

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How can I protect myself from identity theft?

If you check your Callcredit Consumer Limited Credit Report regularly, you'll soon notice if something looks unusual. This could be a sign your identity has been stolen and is being used to apply for credit. You can add a Notice of Correction containing a password for your credit file and instructions to lenders to decline any application not quoting this password.

For an administration fee of £20.00+VAT per year, CIFAS - the UK's fraud prevention service - can place a 'Protective Registration' warning on your Callcredit Consumer Limited Credit Report. This will tell lenders that you think your personal information is at risk of being used fraudulently. When they receive an application with your details, they'll make more checks to make sure the person applying is you and not a fraudster. It may mean that any applications you make are delayed while there's further verification of your I.D. But it's better to be safe than sorry!

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Alerts

What is an Alert?

Alerts will be sent to advise when information changes on your Callcredit Consumer Limited Credit Report.

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Where can I see my alerts?

You can view your alerts via your Callcredit Consumer Limited Credit Report under the section “Alerts”.

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How do I change the way I receive credit alerts?

Credit alerts are normally sent out by email to the address that you registered with us. Alerts can also be sent via SMS. You can change the email address at any time, you can do this by logging in and accessing "Your Account" area of the website.

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I received an alert. What do I do?

You should view an updated copy of your Callcredit Consumer Limited Credit Report to see the change that has been reported.

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More about your Callcredit Consumer Limited Credit Report

What is a Notice of Correction?

If your Callcredit Consumer Limited Credit Rating has been affected by something that you feel was unavoidable, you have the chance to explain this with a Notice of Correction. A Notice of Correction is a short explanatory note about (up to 200 words) that you can add to an entry on your Callcredit Consumer Limited Credit Report to explain the background to that information. It's your opportunity to put your point across to lenders when they're considering you for credit worthiness. A Notice of Correction can slow down any future credit applications you make, as lenders are obliged to read it before making their decision.

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How do I leave a Notice of Correction?

For any assistance with this matter, you can write directly to Callcredit Consumer Limited, One Park Lane, Leeds, LS3 1EP, United Kingdom quoting your Credit Confidential® Membership Number. Please note, the Notice of Correction can't be more than 200 words. This note will remain on your Callcredit Consumer Limited Credit Report until you ask them to remove it.

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What is a notice of disassociation?

A notice of disassociation will remove the financial connections that are no longer valid and currently shown on your Callcredit Consumer Limited Credit Report.

Typically you would apply for this if you no longer have any joint financial arrangements with a third party. For example you may have separated from your partner with whom you had a joint mortgage, or maybe you no longer share a joint account but the financial connection is still recorded on your Callcredit Consumer Limited Credit Report.

Once the connection has been removed, that person’s credit file and history will no longer be visible and will not be taken into account by credit providers when making lending decisions.

It is essential to regularly check that your financial associates are correct and you can do this by checking your Callcredit Consumer Limited Credit Report.

For any assistance with this matter, please make contact with the Credit Confidential® Customer Service Team on 0333 344 1785 who will help facilitate an introduction to the Callcredit Consumer Limited Customer Service Team. Alternatively, you can write directly to Callcredit Consumer Limited, One Park Lane, Leeds, LS3 1EP, United Kingdom quoting your Credit Confidential® Membership Number.

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How do I get a CCJ marked as Satisfied?

If the judgment is paid more than one month after the original judgment, it can be marked as Satisfied on your file; you just need to send Callcredit Consumer Limited the relevant Certificate of Satisfaction. The judgment will still remain on your file for six years from the judgment date but lenders will be able to see that the amount has been paid.

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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'.

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

For any assistance with this matter, please make contact with the Credit Confidential® Customer Service Team on 0333 344 1785 who will help facilitate an introduction to the Callcredit Consumer Limited Customer Service Team. Alternatively, you can write directly to Callcredit Consumer Limited, One Park Lane, Leeds, LS3 1EP, United Kingdom quoting your Credit Confidential® Membership Number.

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How do I get an Insolvency removed?

For any assistance with this matter, please make contact with the Credit Confidential® Customer Service Team on 0333 344 1785 who will help facilitate an introduction to the Callcredit Consumer Limited Customer Service Team. Alternatively, you can write directly to Callcredit Consumer Limited, One Park Lane, Leeds, LS3 1EP, United Kingdom quoting your Credit Confidential® Membership Number.

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How do lenders make their decisions?

Lenders use a combination of the following to help them make their decision of whether to extend credit to you:

Information supplied by you when you apply

Data supplied by a Credit information services provider, which helps lenders check if you're on the electoral roll at your current address, if you've paid your credit agreements on time and if you have insolvencies or County Court Judgments.

Information about any existing accounts you already have with the lender

Lenders' own policies and rules

You can obtain the information held by Callcredit Consumer Limited (this is what lenders access when running a search on you) but only the lender can give you a reason for declining you.

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How do you protect my private information?

Please review the Privacy Policy which outlines how personal data is processed and stored in compliance with the Data Protection Act 1998 (the DPA). Please note that Callcredit Consumer Limited and any other third party will have their own Pivacy Policy.

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Is there any such thing as a blacklist?

Credit information services provider don't hold blacklists relating to people or properties. They provide lenders with factual information about individuals at the addresses they have lived at.

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Some of my Account Information is wrong. How do I get it changed?

If you think that any of the details on your report are incorrect, then you should contact the organization or lender involved. If they agree that the information is inaccurate, they can make the necessary amendment or ask Callcredit Consumer Limited to update your file.

Sould you think that there is an error on your Callcredit Consumer Limited Credit Report. Please make contact with the Credit Confidential® Customer Service Team on 0333 344 1785 who will help facilitate an introduction to the Callcredit Consumer Limited Customer Service Team. Alternatively, you can write directly to Callcredit Consumer Limited, One Park Lane, Leeds, LS3 1EP, United Kingdom quoting your Credit Confidential® Membership Number.

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

Although Credit information services provider do not make lending decisions the lenders will use the information held on a Callcredit Consumer Limited Credit Report as part of their decision making process.

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Why have I been turned down for credit?

Being refused credit can be disappointing and confusing. However, you have the right to ask the lender about the reasoning behind their decision. Different lenders use different credit rating systems and policy rules, so if one lender turns you down, it doesn't mean all others will. You should know that every time you apply for credit, it's marked on your Callcredit Consumer Limited Credit Report. Some lenders see a large number of applications as a reason to reject you for credit. Searches you request on your own file are not classed as credit searches and are not seen by lenders (like when you check your Callcredit Consumer Limited Credit Report with Credit Confidential®).

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General Membership Questions

Who do I contact about membership, queries and complaints?

At Credit Confidential®, we are dedicated to providing you with the best customer support. Please contact the Credit Confidential® contact centre by email, phone, or fax with any questions regarding the membership programme.

Email: contact@creditconfidential.com
Phone: 0333 344 1785
Fax: 0333 344 2256
(Calls are charged at local rates from a BT landline)

If you have any questions regarding your Callcredit Consumer Limited Credit Report or Rating, or the credit information services provided by Callcredit Consumer Limited, please contact the Credit Confidential® contact centre and we will ensure that a specialist representative from Callcredit Consumer Limited deals with your query.

Please note that Credit Confidential® will appear as "Credit Confidential Pinner" on your card or account statement, so you will always know when and how much you are charged and have our telephone number at hand for any queries.

Complaints

It is our intention to provide you with the highest possible level of customer service at all times. However we recognise that things can go wrong on occasion and if this occurs we are committed to resolving matters promptly and fairly.

If you are unhappy for any reason, you can contact us and we will do our utmost to resolve this for you.

Email: complaints@adaptiveaffinity.com

Post:
Credit Confidential
Wisteria Grange Barn
Pikes End
Pinner
HA5 2EX
United Kingdom

What Information We Need From You

To help us investigate and resolve any issues or concerns that you may have, please provide the following information:

  • Your full name
  • Address
  • Member ID
  • Email Address
  • Daytime telephone number
  • Full details of your concern

How Long Will It Take?

We will always try to resolve your concerns within 14 days of receiving your complaint. However, if we are not able to resolve your complaint within 10 days, or we need more information we will write to you to tell you:

  • Who is dealing with your complaint
  • When we will contact you again

If your complaint is particularly complex, it may take longer to resolve. Of course we will keep you updated.

We will send you our full response within 14 days of receiving your complaint.

As a credit information service provider, our services are subject to the jurisdiction of the Financial Ombudsman Service and you have ultimate recourse to escalate your complaint to them. If you decide to pursue this further course of action. You should contact the Financial Ombudsman Service within six months of receiving our final response to your complaint.

The Financial Ombudsman Service
South Quay Plaza
83 Marsh Wall
London
E14 9SR
Web: www.financial-ombudsman.org.uk
Telephone: 0300 123 9 123 or 0800 023 4 567
Fax: 020 7964 1001
Email: complaint.info@financial-ombudsman.org.uk

European Online Dispute Resolution Platform

In relation to your complaint you can also request a review from the European Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr

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What do I need to join the Credit Confidential® membership Programme?

To join Credit Confidential®, you need to agree to the Terms and Conditions of membership and the membership scheme's Privacy Policy. You also need to enter your personal information, including your payment card details. We need this information as Credit Confidential® is a subscription based online membership programme.

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Why do I have to provide my credit/debit card information?

Credit Confidential® is a membership programme; we need your information for billing purposes if you decide to remain in the programme after the trial period. You may cancel your membership at any time. You are also required to provide your credit/debit card details in order for Callcredit Consumer Limited to verify your identity.

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I could not sign up to Credit Confidential®, will I be charged?

If you were unable to complete the sign up process, either due to an error with Credit Confidential® or if any of your personal information is entered incorrectly or the fields (which are all mandatory) have not been completed then it is impossible for membership to be activated or to begin the trial period, and therefore you will not be charged.

If you enrol to the trial you may have to provide further information to Callcredit Consumer Limited to get direct access to your Callcredit Consumer Limited credit report and rating. Once you have joined membership fees are only payable after the free trial period ends.

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I have joined Credit Confidential® however I cannot see my Callcredit Consumer Limited Credit Report, will I be charged?

Credit Confidential® is a membership programme and therefore once you have joined you will be charged a monthly fee to gain access to your Callcredit Consumer Limited Credit Report and Rating.

Should the verification checks fail, your membership with Credit Confidential® will be cancelled immediately with no further monthly fees.

The Callcredit Consumer Limited Credit Report and Rating is the service we provide access to. Callcredit Consumer Limited ("Callcredit Consumer Limited") is a credit information services provider and part of the Callcredit Information group. And will need to run verification checks before they can provide you your credit report. This is because the credit report holds very sensitive information. Due to Callcredit Consumer Limited's processes the verification process may require further information from you and therefore take a little extra time before you can view your report.

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How long does membership last?

Membership to the Credit Confidential® programme lasts from the time that you enrol until the time that you inform us that you wish you cancel your membership. There is no minimum membership term.

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How do I cancel my membership?

If you would like to cancel your membership, log in using your Membership ID and postcode and follow the link to 'Contact Us' page. You can then submit the cancellation form by filling in all the required details and selecting "Membership Cancel Request" as your subject. Or you can contact us here

Your membership cancellation request will be processed as soon as we receive it.

Please note that this will mean that you will no longer have access to the credit report and credit information services provided by Callcredit Consumer Limited.

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Is your site secure?

We use Secure Socket Layer (SSL) to ensure that when you are logged in and viewing your Callcredit Consumer Limited credit report and Rating, your information is fully secure. When you place a request to access your Callcredit Consumer Limited credit report online and provide required credit card information, the SSL scrambles or encrypts your information before it is processed.

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What do I do after I sign up?

You should receive an email in the email account that you provided when you subscribed to the programme, welcoming you to the Credit Confidential® membership programme, along with details of your membership ID. When you first login you will have go through an online verification process, this is to make sure that your personal information is safe and to make sure the right person is getting the report. If you haven't received your welcome email, please check your junk email folder before you get in touch.

Your membership ID allows you to login to Credit Confidential® to gain direct access to your Credit Report and Rating provided by Callcredit Consumer Limited, along with all of your other membership benefits. 

If you did not receive this please check your spam folder first or contact our contact centre on 0333 344 1785 (calls are charged at local rates from a BT landline).

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What do I do if I didn't receive my membership ID?

In order to confirm that your email address is correct you should have received a welcome letter. If you didn't receive this, please call us on 0333 344 1785 (calls are charged at local rates from a BT landline). 

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How do I change my address on file?

In order to change an address on file, you must log into Credit Confidential® website. From there, visit our Contact Us page and send us an email including your name, your membership ID number, your old address and your new address. You can also call us on 0333 344 1785 (calls are charged at local rates from a BT landline). 

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Can a spouse be monitored on the same account?

No, because your membership is based upon your own personal information and therefore only one individual can be on a single account.

If your spouse or family members are interested in accessing their Callcredit Consumer Limited Credit Report and Ratings, they must separately join Credit Confidential®.

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Do you have a copy of my report?

Adaptive Affinity Limited and Credit Confidential® do not hold copies of or have access to Credit Reports. The transaction of your report remains confidential between you and Callcredit Consumer Limited as the credit reference agency providing the credit report.

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Last updated September 2016