How to complain
What's the Equifax complaints procedure?
We work hard to give you the best possible service. Sometimes, though, we don't get things right the first time. If you're not happy with the service you're receiving, please tell us so that we can put things right as soon as possible. We try to make it as easy as possible for you to share your concerns with us, and we want you to be happy with how we handle them.
Is it a complaint or dispute?
If you notice information on your Equifax Credit Report that you believe is inaccurate, you can contact us to have it investigated. It is important to distinguish between a formal Complaint and a Query (or dispute).
Query (Dispute):
If you are concerned about information on your credit report that was supplied by a third party, this is classified as a query or dispute. We will manage these directly with the data supplier on your behalf. You can find out how to raise your request by clicking here.
How and where to complain
If you are dissatisfied with an Equifax product or service, you can raise a complaint with us using one of the methods listed below.
Online
You can use your Equifax Online Help account to raise a complaint. You can login to your account here.
Phone
To speak to us and raise your concerns, please call 0800 014 2955* or 0333 321 4043**.
We are available Monday to Friday from 8am to 6pm (excluding Bank or Public Holidays).
You can email us at complaints@equifax.com. Please include your Equifax Credit Report Reference Number and any existing case numbers you're aware of in your email. Investigation and resolution of your complaint may be delayed if this information is not included.
Post
You can write to us at this address:
Customer Care Team
Equifax
PO Box 10036
Leicester
LE3 4FS
To help us with our investigation please include your Equifax Credit Report reference number, if applicable.
*Calls are free from UK landlines and mobiles.
**Calls from landlines and mobiles are normally included in bundled call packages, otherwise calls cost 20p per minute from a BT landline. Other networks and mobiles may vary.
