Experian

rocksteadyeddy

Hi, I hope this is in the right section? My partner decided to check her credit rating using Experian. However instead of sending her the information, it was all sent to her daughter. Different person, different email. Her daughter received all my partners financial details, bank details, mortgage etc. When my partner complained to Experian she did not even get an apology for the way they handed out sensitive information. What she got was a derisory email saying they had removed the incorrect record. We are both fuming at this. Is there anyone who governs these companies, and can anyone give us an idea of who we should complain to, as Experian does not seem to take issues like this seriously.

National_Debtline

Hi rocksteadyeddy


Complaints about credit reference agencies can be escalated to the Financial Ombudsman Service (FOS)www.financial-ombudsman.org and the Information Commissioner (ICO) www.ico.org.uk if your partner is unhappy with the response they have received. In this instance the ICO may be the more relevant channel as we are talking about a possible breach of data security.


Dennis
@natdebtline

Experian_company_representative

Hi RockSteadyEddy.

I'm sorry to hear of the problem that your partner has had when applying for her report. Occasionally if a family member shares the same name and has lived at the same address, their information may appear on a credit report in error. When this happens we will always make sure that the information is corrected.
We don't send credit reports by email, and a report would only be sent to name and address of the applicant.
I would really like to look into this for you to find out what has happened with your partner's report. If she emails her details to us at [EMAIL="uksocialsupport@experian.com"]uksocialsupport@experian.com[/EMAIL] we can get this checked for her. Should your partner wish to make a formal complaint, or full complaint policy along with contact details is available here.
http://www.experian.co.uk/assets/consumer/contact-us/complaint-handling-procedure.pdf
Kind regards Neil

rocksteadyeddy

Hi Neil,
I thank you for your reply, however we are incensed at the treatment we have received from your company. Perhaps Experian really need to look at training in how to treat people, and how to apologise to people, who have been badly treated. The disclosure of this information has caused a lot of family difficulties, but yet the email she received in response was derisory and abrupt to say the least. Had you had the decency to make a proper apology things might have been different, and we would not have needed to go through these Forums to to try and gain redress. Your offer of going through Experian, to register a complaint, does not fill me with confidence. I shall ask her what she wishes to do, but my preference is to go through the ICO, or Financial Ombudsman, as suggested by one of the replies.

amersall

You have to register a complaint to Experian and depending on the response, you then take it to FOS and, or, ICO.
The company have to have the chance to put it right.
Neither will look at it until you get a final response from the company.

rocksteadyeddy

Thanks for the info. I am not filled with confidence.

sourcrates

rocksteadyeddy wrote: »

Thanks for the info. I am not filled with confidence.

The bigger the company, usually the bigger the !!!! up !!!!

mcpitman

amersall wrote: »

You have to register a complaint to Experian and depending on the response, you then take it to FOS and, or, ICO.
The company have to have the chance to put it right.
Neither will look at it until you get a final response from the company.

How can they put something right they have already got wrong?

[Deleted User]

mcpitman wrote: »

How can they put something right they have already got wrong?

Isn't that the only way that something could be put right?