Understanding credit files

Here’s some helpful information on how we use credit files and what to do if you’re ever struggling to pay your bills.

How we use credit file information

EE uses customer data held by these three credit reference agencies:

  • Experian
  • Equifax
  • Call Credit

In return we make a record of how you conduct your account. This information is provided to the agencies automatically each month.

When you apply for a contract with EE the credit search will show for 12 months. After this it will automatically be removed from your credit file.

Late payments and defaults

A late payment will show when a bill is paid late. If it is two months late, it will show as a 2, three months late will show as a 3 and so on. 

A default is the result of a bill or bills being paid late for six months in a row.

We’re not required to write to customers to tell them we are recording a default on their credit file or provide a copy of their original agreement.  This is because we’re not regulated by the Consumer Credit Act.  Your account will have been through the full collections cycle before a default is added. We also don’t have to provide a copy of the original agreement because we’re not regulated by the Consumer Credit Act.

When you pay your account after a default your credit file will show as ‘satisfied’. Once ‘satisfied’ the default will stay on your credit file for six years and cannot be removed by us as you have defaulted your account.

If you’re having difficulties paying your bill

If you’re having trouble paying your invoices please don’t cancel your Direct Debit or fail to make a payment. Doing this could seriously impact your credit file and affect your chances of obtaining credit in the future.

We have a specialist collections team who can discuss your options and minimise the risk to your credit file.

If you find yourself in this situation please contact EE and speak to our collections team by calling 150 from your EE phone or 07973 100 150 from any other phone.*

More on credit files

If you’ve moved from either Orange or T-Mobile to EE your credit file will show as closed on your old account and open on your new EE account.

If you share a house or flat with someone or move to a property of someone who has a poor credit history it won’t affect your credit score unless you’re financially connected.

If you’re declined credit because of late payments or defaults on your Orange, T-Mobile or EE account, you’ll need to contact the lender who has declined your application to appeal against their decision. 

How to query your credit file

There are three ways to query something that’s showing on your credit file:

Please ensure you provide all of the following details in order for us to review your query

  • your full name
  • your address including postcode
  • a contact telephone number
  • as much detail around your query as possible

We will aim to respond to queries via email within 48 hours. Queries via post may take a little longer. 

* Charges may apply.

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