Free Credit Report Help & Support

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Signing Up for a Report

I’m getting a "We’re not 100% sure it’s you." What do I do?

Sometimes a sign-up will not go through because Callcredit cannot find your credit report with the details you have provided. Make sure that everything you’ve entered is correct and you’ve used your full name as it would appear on your bank account.

If you are confident that your details are 100% correct and we still cannot find you, there’s a good chance that there’s not enough financial information on you to create a credit file. This is a common problem if you haven’t used a lot of financial services. There are a few things you can do to build a credit file over time. First make sure you are on the electoral register. For more advice on building up your credit history check out this article.

Nothing happens when I click next, or the page freezes. What do I do?

This could just be down to something technical with your browser. Try using a different web browser (preferably Chrome or Safari) or if possible try again on a different device. Also, try clearing your browser’s history and cookies. Here’s how to do this

  • On your computer, open Chrome.
  • In the top right, click More.
  • Click History and then History.
  • Click the button Clear browsing data. A dialogue will appear.
  • From the drop-down menu, select how much history you want to delete. To clear your entire browsing history, select the beginning of time.
  • Tick the boxes for the data that you want Chrome to clear, including "“browsing history".
  • Click the button Clear browsing data.
  • Open Safari and click History.
  • Click Clear History.
  • Click Clear.

Your Credit Report

What is a dispute?

If there’s any part of your credit report that doesn't look quite right you can raise a dispute to Callcredit. This allows you to question any entry on your report and Callcredit will investigate that entry for you.

How do I raise a dispute?

It’s simple. Just click the dispute button next to the entry on your report that you have a question about and fill out the form. Your dispute will be sent onto Callcredit who will investigate and get back to you.

What is the dispute button?

You may have noticed a button beside each entry on your credit report saying "Dispute". This button lets you inform Callcredit if any part of your credit report doesn’t look right.

Who provides my giffgaff gameplan credit report?

giffgaff gameplan is working with Callcredit Information Group to bring you your free credit report. They are one of the UK’s leading credit agencies and provide all the information that makes up your report.

Is it really free for life?

Yes, you won't need to pay anything to access your report. You'll just need to make sure you log in at least once every six months to keep your report live.

Why do you ask for my credit/debit card details if the service is free?

Callcredit just need your card details to verify your identity. The details won't be stored and no payment will be taken.

Who are Callcredit?

Callcredit is the company we use to provide the information that makes up you report. They are one of the UK's leading credit reference agencies.

How many times can I look at my report?

As many as you like. There are no restrictions

Why should I continually look at my report?

Keeping a regular track on your report will enable you to spot any suspicious activity on your report that could be a sign of identity theft/fraud. It will also enable you to see unfair or incorrect information being held on you. But most importantly it's crucial to check your report just prior to applying for any forms of credit. This will give you a much better idea of how likely you are to be accepted without adding another search to your credit file and potentially help you avoid the impact of a credit decline to your credit score.

What are my credit score and credit rating?

Your credit score is simply a number created by a credit reference agency that gives companies an idea on how likely you are to make your repayments. A high score means you are viewed as lower risk and therefore you have a greater chance of being approved for credit. A lower score means you may have a lesser chance of being approved.

It's a significant part of what companies look for but not the only thing, so there is still a chance you may not get approved even if you have a high score.

What personal information do you hold about me on my credit report?

You’ll be able to see on the report all the information that Callcredit hold on you. They do not hold, or have any access to, any other information.

Is there any such thing as a blacklist?

No. Credit reference agencies simply hold factual information about people and properties (i.e. where they live, where they are registered on the electoral roll and where their financial accounts are linked to), there is no such thing as a blacklist.

How long does it take to update your records?

The credit account information that is shown on your credit report is supplied to Callcredit by the companies that actually provide you with credit. These companies send information to Callcredit every month and they update your report as soon as the information comes through to them.

Why don’t some of my credit accounts appear on my credit report?

Some of your credit accounts might not appear on your credit report because the companies have not provided Callcredit (the company that provides your giffgaff gameplan credit report) with information on those particular accounts.

How often is my credit report information updated?

Daily. Every time you access your report we'll get the very latest data. If you don't come and look we'll email you a reminder each month to come and check it.

How long will information stay on my report?

That all depends on the type of information.

Any of your credit accounts that you have fully paid off (settled) or any missed payments or defaulted credit will remain on your credit report for six years from the date of settlement or default. After the six year these won’t appear on your report.

Loan Applications

Quotation searches - commonly known as soft searches, are not used by lenders when assessing loan applications. You will see the quotation search on your credit report every time you get a quote even if you do not take a loan. If you subsequently take out a loan both the search and loan will be recorded on your credit file as a full application search.

Full Application searches - commonly known as hard searches these will appear on your credit file and will remain visible for 12 months. Lenders will sometimes take the frequency of these searches into account when assessing loan applications.

There is a company shown on my report that I don’t recognise, what should I do?

This isn't unusual. It could be that the company you've done business with is part of a larger company and uses their name.

If you still can't recognize who the company might be, then contact them to ask for further details.


What's a search?

A search is when a company asks a credit reference agency for your credit report. These are usually companies who you are applying for a product from, checking your credit score.

What do I do if there's a search on my report I know nothing about?

You should contact the company who made the search to ask for further details. It may be that the search is in the name of a company which is the parent company or subsidiary of a company that you may recognise.

How do I get a search removed?

A search can only be removed by the company who made the search. If you see a search on your account that shouldn't be there, contact the company that made the search. Remember, a company can only perform a search on you with your permission.
If the company agrees to remove a search they'll contact Callcredit and your report will be updated.

Can I find out who has searched my credit report?

Yes, Callcredit keeps a record of every search made on your credit report in the last 24 months and these will be shown in the "Search History" section of your report.

Can anyone search my report?

No, you have to give permission for a search to be made on your credit report.

How long are searches kept on my credit report?

Callcredit keep a record of all searches for 24 months. This allows lenders to take account of previous credit searches when you apply for credit. But remember, your report doesn't show whether or not an application was successful.

Why do lenders look at searches?

Looking at credit searches allows companies to look for any unusual activity, like fraud. If you've applied for credit lots of times within a short period of time, it could be an indication of financial difficulties.

Being turned down for credit

Why have I been turned down for credit?

Different companies base their decisions on different factors so it could be number of reasons. The best thing you can do is to ask the company to explain their decision. Just because you've been turned down for credit with one lender doesn't mean you will with others.

Will my credit report show that I have been turned down for credit?

No. If a company makes a search, it will show on your report, but not whether they accepted or rejected your application

What information do companies use to make their decision on a credit application?

Lenders use a combination of the following to help them make their decision:

  • The information supplied by you when you apply
  • Data supplied by a credit reference agency like Callcredit
  • Information on any existing accounts you already have with the company
  • Their own policies and rules
How can I improve my credit report?

There are some simple things that you can do to improve your credit report:

  • Check your credit report regularly
  • Pay your credit agreements and utility bills on time
  • Close any accounts or financial products you are not using
  • Make sure you are registered on the electoral roll at your current address
  • Ensure that any financial associates such as ex-partners (such as bank accounts or mortgages) are no longer linked with you
  • Use a Notice of Correction – these are notes you can add to your credit report to explain why you were late with a particular payment.

County Court Judgements, Insolvencies and Individual Voluntary Arrangements

What is a county court judgement (or CCJ)?

If you owe a company money they can apply to the County Court for a judgement against you. Its then down to the court to decide whether you really do owe the money. If you do then the court will issue a CCJ.

How do I get CCJs removed?

CCJs are removed automatically 6 years after the original judgment date, unless the Court placed a specific additional restriction. You should contact the County Court where the judgement was made if you think it was made in error and want it removed. The courts will also allow a judgment to be removed if:

  • It was paid within one month and a Certificate of Satisfaction or Cancellation has been issued
  • An insurance company (related to the debt) has not paid a claim on time
How do I get a CCJ marked as Satisfied?

If the judgment is paid more than one month after the original judgment, it can be marked as Satisfied on your file; you just need to send CallCredit the relevant Certificate of Satisfaction. The address to send a Certificate of Satisfaction to is:

CallCredit Consumer Limited Registered office
One Park Lane
West Yorkshire

What is an insolvency?

Insolvency is the name for when you get officially declared bankrupt

How do I get an Insolvency removed?

Insolvencies are automatically removed from your file 6 years from the original judgment. To remove a Bankruptcy or IVA (Individual Voluntary Arrangement) from your file before then, Callcredit need the relevant Certificate of Annulment from the issuing court (Bankruptcy) or confirmation from the supervisor of your IVA. This should be sent to:

CallCredit Consumer Limited Registered office
One Park Lane
West Yorkshire

How do I get an Insolvency marked as Discharged or Completed?

To mark a Bankruptcy as Discharged Callcredit need to see the relevant Certificate of Discharge. For an IVA (Individual Voluntary Arrangement) to be marked as Completed, we'll need written confirmation from your supervisor. These should be sent to:

CallCredit Consumer Limited Registered office
One Park Lane
West Yorkshire

What is an IVA?

An Individual Voluntary Arrangement is a legally binding agreement between you and the banks, financial institutions or other credit companies that you use. You would enter this agreement if you have difficulties making repayments on a loan or loans you have taken. The arrangement will normally last 5 years and during this period you will be expected to pay what you can afford outside reasonable living costs.

How does an IVA affect my report?

An IVA will be on your credit report for 6 years from the start date or until your agreement is paid off if it lasts longer than 6 years. If you have an IVA you will be unable to you are unable to take out any new credit agreements.

Other people's details

Why are other people's details on my credit report?

Only people you have, or have had a financial association with will appear, i.e., have a joint bank account or a joint mortgage. Any associations will be shown on the "Financial Connections" section of your credit report.

How do I take other people's details off my credit report?

If you want to disassociate yourself from an ex-partner or anyone else you have had a financial relationship with, you can raise a dispute using the dispute button on the report itself. The dispute will be sent to Callcredit who will then notify the service provider and ask them to investigate.

Identity Theft

What is identity theft?

Identity theft is the misuse of the identity (such as name, date of birth, current address or previous addresses) of another person, without their knowledge or consent.

What is identity fraud?

Identity fraud is the use of a stolen identity in criminal activity, to obtain goods or services.

How can I tell if I'm a victim of identity theft or fraud?

Anyone can fall victim to identity theft or fraud. There are some warning signs that suggest you might be a victim and that a fraudster is using your details to obtain goods or services in your name:

  • Your bank or credit card statements don't arrive, or you notice that some of your mail appears to be missing
  • Your statements include charges for items you didn't purchase or order
  • A debt collection agency contacts you about money owed on goods you didn't order or on an account you didn't open
  • You receive a letter or phone call telling you you've been accepted or declined for accounts you never applied for

Checking your credit report regularly will also help you to spot any unusual activity.

How can I protect myself from identity theft?

If you check your credit report regularly, you'll soon notice if something looks unusual.

For a fee, CIFAS - the UK's fraud prevention service - can place a 'Protective Registration' warning on your credit file. This will tell lenders that you think your personal information is at risk of being used fraudulently and they will then take extra steps to ensure that it is you who is applying. You can find out more about CIFAS and the services they offer at

What is CIFAS?

CIFAS is the UK fraud prevention service, which Callcredit is a member of. They are non-profit that works to protect businesses, individuals and public bodies from financial crime.

What happens if I'm the victim of identity theft?

If you suspect you're a victim of identity theft, you should contact your lenders immediately. They can then stop any further spending on that account and start a fraud investigation. When they confirm the fraud, they'll ask us to remove the details relating to this from your file.

Incorrect information on your report

What if there's incorrect information?

If you think a section of your credit file contains inaccurate information, you can either contact the lender directly or you'll find a dispute button beside each account on your report which will allow you to tell Callcredit of any problems you have with the information on your report. They will then notify the company in question and ask them to investigate.

If the lender agrees that the information is inaccurate, they can make the necessary amendment or ask us to update your file.

How long will it take to update incorrect information on my report?

Companies have up to 28 days to respond to any queries Callcredit raise with them.

Companies will update your records every month and you'll see this updated information on your next monthly report. Depending on when Callcredit receive the updated information, it could take up to 8 weeks for you to see the corrected information on your credit report.

What should I do if I have a limited (thin) credit history?

Make sure you are on the electoral register. Lenders use the electoral register to help fight identity fraud and confirm a person is who they say they are and that they r eside at that address. Pay bills on time or ahead of schedule, a good credit score needs to be built up over time – lenders will look favourably on this. For more advice on building your credit history, we have a handy article.

Notice of Correction

What is a Notice of Correction?

A Notice of Correction is where you can provide a little information on an entry on your credit report for example the reason for a late payment. This will be shown to anyone searching your credit report in future.

How do I add, change or remove a Notice of Correction?

Simply send a letter with the note you would like to add or change on your report and include your full name, date of birth and address.

CallCredit Consumer Limited Registered office
One Park Lane
West Yorkshire

Don’t forget to sign your letter.

Please remember that the Notice of Correction can't be more than 200 words long, defamatory, libellous, incorrect or frivolous. The note will remain on your Callcredit credit file until you ask us to remove it.

Credit Rating

What do the different credit rating banding mean?

Your credit rating is shown as a score out of 5. The higher your credit rating the lower your credit risk and the more likely you are to have your application for credit accepted.

Remember that a good credit rating is not a guarantee that you will be accepted for any product that you apply for; the decision is at the sole discretion of the product provider. Every credit provider will have their own rules and use a combination of the following to help them make their decision:

  • Information supplied by you when you apply
  • Data supplied by a credit reference agency. Callcredit help lenders check if you're on the electoral roll, if you've paid your credit commitments on time and if you have insolvencies or County Court Judgments
  • Information about any existing accounts you already have with the lender
  • Their own policies and rules
Credit rating 1

A rating in this banding indicates that you are likely to have difficulty obtaining credit and may find that credit providers will turn you down. When you're accepted, it will be for offers with higher interest rates than you may see advertised.

Credit rating 2

A rating in this banding indicates that you are slightly more likely to be accepted but you are still likely to encounter higher interest rates than advertised

Credit rating 3

A rating within this banding indicates that you may occasionally be rejected when applying for credit. You may find you can't get all the best deals in the market, and in cases where companies offer different interest rates to people depending on their status, you will tend to be offered a typical or higher rate.

Credit rating 4

A rating within this banding indicates that you can usually expect to be accepted when applying for credit, and are in a position to choose between different credit providers who view you as a low risk.

Credit rating 5

A rating within the top banding indicates that you are usually unlikely to be rejected when applying for credit, and can take advantage of the best deals available in the market.

Information in my credit report hasn't changed. Why has my credit score changed?

Callcredit try to ensure that our information is as accurate as possible so they have to regularly update their information to fit the criteria of lenders. Therefore, your score or band may change even if the information within your report does not.

Do I have the same credit score for every bank and financial institution?

No, it's important to be aware that differing financial institutions use different credit reference agencies and therefore may have a different score to the one you have.

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