British Gas credit check - incorrect information

Maeus

Hi,

I've just moved into a property with prepayment meters which I've never had before. The property is supplied by British Gas and I was told I failed their credit check. This was extremely odd as I've purchased the property and never been refused before.

When I asked for an explanation, they kept saying "we play no part in the decision; we only receive a pass or fail from experian - you need to contact experian as no one else can talk to them about this"

I'm 90% sure this is complete lies as BG receive information from Experian and they make a decision internally. Can someone confirm this for me, unless something has changed recently?

Is there any way to get BG to review or at least give a more plausible reason for the rejection?

Thanks

macman

Why don't you start by running a check on your Experian file? Very quick and easy.
They are under no obligation to disoclose the reasons for a failure.

Maeus

I have one from my mortgage application - no adverse credit/missed payments etc.

I thought they were required to give a general reason which they refuse to do saying that they do not make the decision - Experian give them a 'credit score' and "for example, a missed payment would reduce your credit score 30 points".

My main issue is the incorrect information from them saying they get a pass/fail from Experian which is completely incorrect. As stated on MSE so many times, there is no such thing as a Experian credit score as each company makes its own decision.

macman

No company is obliged to accept you as a customer or give you reasons why they have declined you. Are you on the electoral roll at the new address?
How long ago was the last Experian check done?
It's a free check, so why not just do it?

jalexa

Maeus wrote: »

I'm 90% sure this is complete lies

You are not helping yourself with that paranoia. If you say there are no adverse indicators on your credit file then the likely reason is system issues with British Gas probably centred round incorrect (or non) handling of your previous address history.

Can you see any evidence of a British Gas search in your most recent credit report? If no evidence raise a formal complaint with British Gas regarding inept handling of your credit history where current residency is of less than 3 years standing.

Maeus

jalexa wrote: »

You are not helping yourself with that paranoia. If you say there are no adverse indicators on your credit file then the likely reason is system issues with British Gas probably centred round incorrect (or non) handling of your previous address history.

Thanks for the advice - I will check the latest report. It may have come over a bit strong originally, apologies but I know how credit reporting works so tend to get a bit annoyed when people perpetrate the credit 'score' myth. The last report was done a month ago, so shouldn't be *that* different. I do suspect it's to do with the previous address/name matchup. They did say 'well if it hadn't matched you at the previous address, it would come back as no person found' which I did wonder about - surely this is the same as no credit history?

It's just frustrating as utilities don't do a credit check when you move into a property with credit meters already, it's a deemed contract.

Cardew

Maeus wrote: »

My main issue is the incorrect information from them saying they get a pass/fail from Experian which is completely incorrect.

Surely the pass/fail is against the criteria that the utility company - not Experian - have set.

If the credit score Experian produce is below that criteria, it is by definition a 'fail'.

Maeus

But Experian don't produce a credit score do they? Experian provide all the information to them and they (BG) make a decision based on that?

But I think I've found the possible issue, they've spelt my surname on the credit search wrong (yet it still appears on my latest credit report) - would that cause a failure?

My 'Experian' credit score is apparently 985 with no negative factors for what little it's worth...

jalexa

Maeus wrote: »

But I think I've found the possible issue, they've spelt my surname on the credit search wrong (yet it still appears on my latest credit report) - would that cause a failure?

Possibly, though I would have expected a failure to match and no record of a search.

Are you saying your surname is correct on your credit report but British Gas spelled your name incorrectly? In that case raise a complaint with British Gas.

Maeus

jalexa wrote: »

Possibly, though I would have expected a failure to match and no record of a search.

Are you saying your surname is correct on your credit report but British Gas spelled your name incorrectly? In that case raise a complaint with British Gas.

Yes - I know how it happened though.
I opened the account over the phone and when I got the welcome letter phoned up to change the name then they did the credit search in the same call - I specifically asked if they'd amended the name prior to the credit check and they said they had

British_Gas

Good morning

I'm sorry British Gas are unable to disclose any details held by Experian.

Our pass score to exchange the meter is 907 and above. If you are not satisfied with the credit vetting result calculated please visit the Experian website to check the file.

Website - http://www.experian.co.uk/consumer/statutory-report.html

Please PM if you need any further assistance.

Regards
Sarah
British Gas Social Media Team