Credit files explained

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

We use customer data held by these 3 credit reference agencies:

  • Experian
  • Equifax
  • Call Credit

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 us the credit search will show for 12 months. After this it’s automatically removed from your credit file.

Late payments and defaults

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

A default happens if your bill is paid late for 6 months in a row. Your account will have been through the full collections cycle before we add a default. Since we’re not regulated by the Consumer Credit Act, we’re not obliged to write to you to tell you there’s a default on your account or to provide a copy of the original agreement. 

When you pay your account after a default your credit file will show as ‘satisfied’, but the default record will stay on your credit file for 6 years.

If you’re having difficulties paying your bill

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

Our specialist EE Guides can discuss your options and minimise the risk to your credit file. Call them on 150 free from your EE phone or 07973 100 150 from any other phone. Call charges may apply.

More on credit files

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 account, you’ll need to contact the lender who has declined your application to appeal against their decision. 

Querying your credit file

There are 3 ways to query something that’s showing on your credit file:

  1. Email us at:
  2. Through a credit reference agency:
    Call Credit
  3. Send a letter to:
    Credit Referrals Team
    6 Camberwell Way
    Doxford Park
    SR3 3XN

Make sure you include:

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

How quickly can I receive a response to my credit file query?

We aim to respond to email queries with 48 hours but queries submitted by post may take a little longer.

If you submit a query through a Credit Reference Agency then all agencies have 28 days to respond.

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