Covid 19 Status

In line with HM Government requirements to fight the spread of Covid-19 we have measures in place to ensure that we protect our staff, their families and the wider community, but also to ensure that there is minimal disruption to our customers.

Your access to online Multi Agency Credit Reports, Expert Help and Account Management remains unaffected. We take great pride in the support that we provide to our customers and throughout this period will do all we can to minimise the impact on our services. While the country remains in lockdown we will continue to support your queries via a dedicated and experienced team that will be securely working from home, and supported by a Management Team that will continue to be based at our head office and who will be able to provide customer support as required.

The security measures that we have in place to protect your Personal Data, in line with our Privacy Policy, will mean that some elements of our personalised support are affected during this period as our support team will be working with anonymised data when working remotely. Freephone access to our Credit Analysts has been removed during this period while we focus our efforts on continuing to reply to all of your emails and secure messages within one working day.

Thanks for your understanding, and we hope to have full customer support available as soon as possible and wish you well during these challenging times.

Contact Our Expert Team

We pride ourself on providing a prompt, professional service by email or Secure Message. Our UK based professionally qualified Credit Analysts endeavour to respond to all queries within one working day, and typically within 2 to 3 hours.

Send Us A Message

Using the form below will help us to route your message to our team and minimise the response time.

If however you'd rather email us directly, you can do so at and we'll get back to you as soon as we can.

Forgotten Your Password?

Click here and enter your email address. We'll immediately email you a link which you can use to reset your password.

If not received within a few minutes, please check your junk folder, and if still not found, please email us by pressing the send message button below.

Not Received Your Details?

If you can't remember your password, click here to reset it.

Declined Credit?

Please log in to your account, send us a Secure Message with brief details of who declined you and the reason they gave (if any). This will enable a Credit Analyst to take a careful look at your Credit Report to try to find the likely reasons and to report back to you swiftly and hopefully suggest a lender who is more likely to say yes.

If you are not yet a customer, we suggest you subscribe to checkmyfile and take advantage of our free 30-day trial so you can see what's on your Credit Report. You can cancel your subscription at any time. If it's not obvious what's caused the decline, just send a Secure Message to us and one of our professionally trained Credit Analysts will be happy to help.

Query On Your Credit Report?

Please log in to your account to access the Expert Help section and send us a Secure Message with details of your query. One of our UK based professionally trained Credit Analysts will take a careful look at your Credit Report and reply to you within one working day, and typically within 2 to 3 hours.

If you are not yet a customer you can take advantage of our free 30 day trial to see what's on your Credit Report. You can then contact us by Secure Message and we will be able to advise you on the very latest data held about you by each of the Credit Reference Agencies.

Not Received Your Security Key?

Please confirm your full postal address below and we'll arrange for your Security Key to be re-sent to you by 1st Class Post.


If you wish to make a complaint, please email us. Our complaints policy is that:

  • We will acknowledge your complaint usually within 24 hours and always within 2 working days
  • We will deal with it confidentially
  • We aim to provide a fair response within 5 working days
  • If your complaint requires detailed investigation we will keep you advised regularly by email of the progress we have made
  • If you are unhappy with our response, you can appeal to our Operations Director for a personal review of your complaint, by writing to us at Credit Reporting Agency Limited, Trevithick House, Trevissome Park, Truro, Cornwall, TR4 8UN
  • If your complaint is still not resolved after following the above steps, you are entitled to refer it to the Financial Ombudsman Service.

You also have an option to register a complaint using the EU Online Dispute Resolution Platform for cross-border consumer claims.

Looking To Cancel Your Service?

You can cancel your service at any time online by logging in and visiting the Expert Help section of the website or by using the form below. When your trial or subscription is cancelled we will always confirm this by providing you with a cancellation reference code.

If you do not receive this code please let us know straight away to make sure your subscription has been cancelled.

To help us identify your account, please provide your Date of Birth.

Please confirm the card number used on your account.

Already a Customer?

Priority is given to our customers who contact us by Secure Message. If you wish to discuss any aspect of your Credit Report or your subscription please log in to your account and visit the Expert Help section of the website.

Alternatively you can write to us at:

Trevithick House
Trevissome Park