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Debt and Money Advice, Dealing with Debt· 3 min read

Incorrect information on your credit file

If there is incorrect information on your credit file, you have a legal right to have it corrected or removed for free. Mistakes on your credit report can affect your ability to get a phone contract, rent a flat, or borrow money. This article explains how to check your file, dispute errors, and escalate a complaint if needed.

Fixing mistakes on your credit file

Finding wrong information on your credit file can be frustrating, especially if it is affecting your ability to rent a flat, get a phone contract, or borrow money. The good news is you have a legal right to get errors corrected or removed, and it will not cost you anything.

What is a credit file?

Your credit file (also called a credit report) is a record of your borrowing history. Lenders, landlords, and some employers check it when deciding whether to offer you credit, a tenancy, or a job. If the information on your file is wrong, it can lower your credit score unfairly.

Step 1: Contact the lender directly

Start by getting in touch with the company that reported the incorrect information. This could be your bank, credit card provider, or another lender.

  • Explain clearly what the error is.
  • Provide supporting evidence, such as bank statements or letters.
  • If they agree it is a mistake, they should update their records and notify the credit reference agencies (CRAs) within approximately 28 days.

Step 2: Dispute the error with the credit reference agencies

If the lender does not fix it, or if you want to make sure all agencies are updated, you should raise a dispute directly with each CRA where the error appears. The three main UK agencies do not always share data, so you may need to contact more than one:

When you raise a dispute:

  • The CRA will mark the entry as "disputed" so that other lenders can see it is under investigation.
  • They typically have 28 to 30 days to investigate and respond.

Step 3: Add a Notice of Correction

If a lender insists the information is correct but you still disagree, you can add a Notice of Correction to your credit file. This is a short statement of up to 200 words explaining your side of the story. For example, you could explain that the missed payment was caused by identity theft or a period of serious illness.

Be aware: adding a Notice of Correction may slow down future credit applications, because a real person will need to read it instead of it being processed automatically.

Step 4: Escalate if the error is not fixed

If the lender or CRA refuses to correct a genuine mistake, you can take your complaint further:

  • Financial Ombudsman Service (FOS): You can complain to the FOS if a financial company or credit reference agency has not handled your dispute fairly.
  • Information Commissioner's Office (ICO): If the issue is about how your personal data is being held or processed inaccurately, the ICO can investigate.

What to include in your dispute

When you submit a dispute to a lender or CRA, make sure you include:

  • Your personal details: full name, date of birth, and current address
  • Details of the error: a clear description of each mistake, plus the report reference number if you have one
  • Evidence: copies (never originals) of supporting documents, such as utility bills, bank statements, or name change certificates

Get help

Dealing with credit file errors can feel confusing, but you do not have to sort it out alone.

All our advice is free and confidential.

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