Business Complaints Procedure

This complaints procedure relates to business complaints.  If your query is about your personal credit report or personal subscription, please visit Personal Solutions >>

What’s the Equifax business complaints procedure?

We’re committed to delivering you the best possible service, fulfilling your business needs through tailored solutions founded in best practice. We always aim to fulfil – and hopefully exceed – your expectations.


However, if you’re ever disappointed with any element of our service or products, here is some information about how we handle complaints and how to make a complaint:

 

How and where to complain

You can let us know about your complaint and how you've been impacted by using any of the contact details below.

 

E-mail 
E-mail direct at hello@equifax.com 

 

Call us
Our client support team are available by telephone on 0845 603 300, from 8am to 6pm, Monday to Friday.

 

Write to our team at the below address:
Client Services
Equifax 
PO Box 10036
Leicester
LE3 4FS

 

What happens next?

We’ll get back to you as quickly as we can, normally within five business days, but sometimes we might need a little more time to look into your complaint. If this happens, we'll contact you within this time 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 but if it takes longer, we'll update you on our progress regularly throughout this time.

 

How to take a complaint further

If you’re unhappy with how we have dealt with your complaint, you can ask for it to be reviewed by our Client Services Manager, providing details of what you’d like us to do to resolve your concern. Our Client Service Manager will review your complaint and will aim to provide a full response within two weeks. If their investigation is likely to take longer, they will of course keep you fully informed of their progress.


If you are a small business you may be eligible to refer your complaint to the Financial Ombudsman Service. If we believe this is relevant to you, we will let you know on acknowledgment of your complaint. Should you wish to understand more about the Financial Ombudsman Service and the complaints it covers, you can visit its website: www.financial-ombudsman.co.uk