Coronavirus:  Equifax Service update

The Coronavirus has changed the way we manage almost every aspect of our lives. At Equifax we continue to provide you with the support and help you need about your credit information. This page provides specific Covid-19 related information about any change of service or information that we believe may be helpful to you during this pandemic.

Our Knowledge Centre has a variety of articles about money management, debt management, identity protection, mortgages, loans and credit cards. If you have a question visit our FAQ section or you can raise a query via our Online Help. Alternatively our Call Centres are open from 9am – 5pm, Monday to Friday.

Update: Call centre opening times

Published : 9th July 2020

Equifax remains open for business and we are here to provide support and deal with any queries you may have.  However, due to Covid-19 (the Coronavirus), our ability to respond to incoming calls in a timely manner has been impacted by call centre site closures as a result of a government mandated lockdown. 

We now have a small number of customer service agents available to help you.  If you need to contact us urgently because you can’t access your Equifax service, we are now open between 9am – 5pm, Monday to Friday.

We encourage you to use our Equifax Online Help service to answer any queries you may have.  We thank you for your patience.

Update: Emergency payment holiday - FAQ’s

Published: 26th March 2020

Following the recent government announcement about 3 month emergency payment freeze for those experiencing financial difficulty as a result of the Coronavirus pandemic we have pulled together some FAQ’s.  These explain what payment holidays are, what this means to your credit score and how it will be reported on your Equifax Credit Report. 

Update: Call Centre change of service

Published: 17th March 2020

In light of the UK government’s announcement yesterday (16/03/2020), Equifax has taken the decision to close its call centres in order to protect the health and well-being of our staff. Our Administration team will, however, continue to support our customers through the Online Help section of our website.

Existing customers

As Equifax is a digital service provider, existing customers will be able to continue to access your Equifax services as normal via our online Equifax Member Centre. Should you have any problems accessing your account or logging into the Member Centre, please visit our Online Help to see our FAQ’s or to raise a query about your Equifax service. Once you have submitted your query please allow us time to respond.  We will keep you updated as we work through your query.

New customers

If you are trying to access our services for the first time and are having issues signing up, please visit our Online Help to see our FAQ’s or to raise a query about the Equifax service. Once you have submitted your query please allow us time to respond. We will keep you updated as we work through your query.

On-going communications

We will continue to keep our customers updated regarding our services via email and our website. You can also visit our Knowledge Centre where we have articles to help you understand your credit information and the factors that influence your credit score.

In these uncertain times Equifax will do our best to help you get the answers you need.

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