Clearscore/Equifax Correction Query

EmsLdn

Hi all,

I noticed an error on my profile - a duplicated mortgage with the same provider a while back. I flagged it with Clearscore who said I should contact Equifax. Equifax said I should reach out to my bank. The bank were helpful and confirmed I have one mortgage with them and they would ensure my Equifax record was updated to reflect this.

My Clearscore record was corrected quickly after the calls and emails but I've noticed the error is back on my record so I flagged it again with Clearscore. My experience dealing with Equifax isn't positive. Equifax use template answers or maybe AI and the responses to my queries have all been really poor. Their last response to my request to correct the error referenced a completely different supplier [energy supplier rather than mortgage provider] which is really worrying.

We will be re-mortgaging soon as our fixed rate ends in the near future. I'm really concerned the 'extra' mortgage on my record is going to negatively impact our ability to get a good offer.

Am I worrying over nothing or should I keep pushing to get this corrected before we start applying for mortgages again?

Thanks for your time and attention

Em

Nasqueron

The CRAs report what they are told by lenders, you need to complain to your bank

unknownuser2u

Hi Em,

You're absolutely right to keep pushing on this — don't let it go, especially with a remortgage on the horizon. A duplicated mortgage on your credit file could make lenders think your debt commitments are higher than they are, which can affect both affordability assessments and the rates you're offered.

A few things worth trying:

Raise a formal complaint with Equifax directly — not just a query, an actual complaint. Their response referencing an energy supplier when you're talking about a mortgage is frankly unacceptable and suggests your case isn't being handled properly. A formal complaint triggers a different process and they have legal obligations to respond properly.

You can also raise it directly with the Financial Ombudsman or the ICO (Information Commissioner's Office) if Equifax continue to drag their feet, as credit file errors fall under data accuracy rules.

It's also worth checking your full Equifax report directly (not just via Clearscore, which only shows a version of it) to see exactly what's showing.

If the remortgage is coming up in the next few months, I'd start the complaints process now — these things can take time to resolve. Good luck!