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 >>

Equifax are 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, there may be occasions when you feel you have cause for complaint. When this happens please contact us and we will ensure that we fully investigate your complaint and do everything we can to put things right for you. We will keep you up to date as matters progress and you are free to contact us at any time if you have any questions. 

If you are unhappy with any aspect of our service you can choose how you tell us about it. Whichever way you contact us we will start investigating straight away.

 

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:

  • Telephone: Our client support team are available by telephone on 08000 850 650, from 8am to 6pm, Monday to Friday and they will direct your concerns on to the complaint handling team
  • Email: Hello@Equifax.com
  • Write: Client Services, Equifax, PO Box 10036, Leicester, LE3 4FS

 

What we will do next

We will acknowledge your complaint in writing within 5 business days of receipt of the complaint.  We will then aim to resolve your complaint as soon as we can and we will keep you updated on progress until it is resolved. If at any time you are not happy with our progress, you can directly contact the agent resolving your complaint on their telephone number which will be provided on the acknowledgement letter.

When we have completed our investigations we will send you a final response letter. This letter will detail the investigations that we undertook and the findings. The letter will also confirm our conclusions, whether we have upheld, partially upheld or not upheld your complaint and explain any action we are taking, or have taken to correct the problem that led you to complain and detail any redress that may be due.

If your business falls within their jurisdiction, we will also include details of the Financial Ombudsman Service (“FOS”), who you can refer your complaint to, if you are unhappy with our response. The FOS is an independent organisation who looks to resolve complaints between Small and Medium sized businesses and financial organisations that they haven’t been able to resolve between themselves. You would need to do this within six months of receiving our response to your complaint.  A copy of the FOS’s explanatory leaflet will also be enclosed with our letter.  Details of FOS services and their contact details are as follows:

 

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Tel: 0800 023 4 567
www.financial-ombudsman.org.uk

 

If after 8 weeks we are still not in a position to make a response, we will write to you and give reasons for the delay and an indication of when we expect to provide a full and final response. Again, if your business falls within their jurisdiction, we will also include details of the Financial Ombudsman Service, who you can refer your complaint to, if you are unhappy with the time taken to resolve your complaint.