FAQs

Manage My Credit provides you with a package of benefits that help you to manage your credit status and profile, as well as putting in place measures to help keep your identity safe.

It gives you unlimited access to your TransUnion Credit Report and Credit Score. It also provides a monitoring service to track changes to your credit profile and score performance. You will also get expert guidance on the steps you can consider to improve your credit score, plus the tools and support to minimise the threat of identity theft and identity fraud including an early warning system and risk assessment. You'll get access to an identity fraud helpline with a dedicated expert to help you through the process of restoring your identity and financial records, should you become a victim of identity fraud.

Manage My Credit also provides Sentinel^® Online Protection Software to protect your PC (excluding Mac) against today's most dangerous computing threats at no extra cost. Plus you will benefit from online monitoring of your registered debit and credit cards on unsecure sites and Sentinel^® mobilesafe software enabling you to lock, unlock and wipe your smartphone remotely from your PC if it's lost or stolen (Android users only).

Quite simply, a credit report is a summary of your financial background and status. It's based upon the information contained within your credit profile, which is compiled by a UK credit reference agency.

Everyone has a credit profile which affects how financial organisations deal with them. Your credit report data could be checked by companies for a variety of reasons, such as when you want to open a bank account, apply to borrow money or make purchases using credit, apply for certain types of insurance and want to take out contract-based services (for example, mobile phone, satellite television and even some utilities contracts). Lenders typically make these checks to ensure you have not had a history of problems making your payments and to help check your identity, so having a poor credit profile can result in you being turned down for a credit application. However, you should keep in mind that your credit profile data is only one factor that may be considered and does not guarantee the outcome of any lending decision, as other factors can be considered.

Your Manage My Credit Report is produced by TransUnion, one of the UK's leading credit agencies. It contains your TransUnion Credit Score and lines of credit open in your name such as bank accounts, credit cards, loans and mortgages, together with monthly payment history and outstanding balances.

Your Manage My Credit Report is compiled by TransUnion UK, one of the UK's leading credit reference agencies. As a credit reference agency, TransUnion is provided with information about you from organisations with which you have a financial relationship. In addition, TransUnion will also obtain information from public sources such as the County Court Judgment Register and electoral roll.

Whenever you apply for credit, your credit profile may be accessed by the lender. Other organisations with a legitimate reason to view your profile may also examine it. Monitoring your TransUnion Credit Profile, including who has accessed it, is all part of the Manage My Credit service. You'll therefore know whenever an organisation has looked at your credit profile.

You can view your TransUnion Credit Report at any time via the Member Area of Manage My Credit. Alternatively, you can call us on 0800 432 09121 and request that a copy is posted to you.

Initial access to your TransUnion Credit Report requires identity verification by TransUnion to be completed on your application. In most cases verification takes up to 24 hours. Once verified, we will dispatch your credit report to you in the post with your welcome pack. If we are not able to verify you automatically we will confirm this to you in writing and request additional documents in order to verify your identity. Once we have received these we will complete the verification process within 2 days and send your credit report to you.

Alternatively, if you apply through the website, once verified, we'll send you an email with a link to your credit report and welcome pack. You will then have instant and unlimited online access to your TransUnion Credit Report at any time. Or, you can request by phone.

No. Viewing your TransUnion Credit Report does not affect your credit score.

Yes, absolutely. Your TransUnion Credit Report remains confidential between you, Tenerity and TransUnion at all times. We adhere to data protection rules and never share your confidential information with an outside agency without your permission. However the information from your credit profile that is shown in your Credit Report may be viewed by others - for example if TransUnion or your financial services provider is compelled to do so by law or where you have authorised the sharing of your information for credit-related purposes.

Yes, TransUnion retains copies of the TransUnion Credit Reports that you can request from Manage My Credit for 2 years. During this period, you will be able to view these online, providing an opportunity for you to check how your credit profile has changed over time.

If you have any questions, you can call our highly trained Manage My Credit team at any time.

TransUnion holds 6 years of data relating to any credit accounts held during the last 6-year period. This includes all active accounts, and any that have been closed during that period. It also includes accounts that have been defaulted and any public information including such as court judgments, bankruptcies, administrative orders, individual voluntary arrangements and debt relief orders

In addition, TransUnion keep a record of all searches made against your credit profile during the last 2 years.

Your credit score has been calculated by TransUnion, one of the UK's leading credit reference agencies. Your credit score is a number between 0 and 710 and is designed to help you interpret your credit profile data so that you can understand how well TransUnion believe you are currently managing your credit and how well you have managed it in the past.

Please be aware that lenders may calculate their own scores using your credit profile information. Your credit profile is one factor that may be considered when you apply for credit and doesn't guarantee the outcome of any lending decision, as other factors are also considered.

To ensure that they lend responsibly, organisations will consider a range of factors when they decide whether to accept an application. So although you may have a good credit profile this does not always guarantee the outcome of a lending decision. Other factors may include:

1. Your record of managing credit from your profile
2. Information the organisation already holds about you
3. What you earn and your current credit commitments to consider your affordability
4. Your circumstances when you apply: for example, details about your employment
5. Terms of your application: which could include how much you want to borrow and what for

This can be due to a number of factors.

• If you have failed to make repayments or defaulted on a credit agreement over the last 6 years
• Any County Court Judgments (CCJs) over the last 6 years or any record of insolvency.
• The amount of information in your credit profile the less information there is in your credit profile, the less information there is to judge how well you manage your finances and this could have an affect on your score.
• Being very close to the limits on your credit accounts could also highlight a risk over your ability to repay and as such may have an impact on your score.
• The total amount of credit currently available to you. If you have several lines of credit even if they are not utilised - these may also be taken into account in your score as your potential indebtedness may be considered.
• The length of time you have been registered on the electoral roll at your current address can also have a small affect

Manage My Credit agents are available on 0800 432 09121 to support and guide you of the best course of action to take in order to correct information on your credit report that is inaccurate or in dispute.

Identity theft occurs when someone illegally uses your details to borrow money or buy goods and credit in your name. This can result in damage to your credit score, which can prevent you from borrowing and cause worry and work to repair the damage.

Thankfully, we can all take steps to minimise the risk of becoming a victim of identity theft. By taking the following 5 measures, for instance, you could reduce the likelihood of being affected by this increasingly common problem:

1. As the internet is often used by fraudsters, take extra precautions when shopping online. For example, never use the same password for more than one account
2. Always check your bank statements for any unauthorised purchases
3. Never throw items containing personal information (such as bills, statements and receipts) in the bin. Always make sure that you shred them so that criminals can't piece together your details
4. Be on the lookout for fake 'phishing' emails. These are sent to you by fraudsters posing as a legitimate organisation, for instance, a bank or charity. They request that you confirm confidential information such as passwords or account numbers to them over the internet
5. Check your TransUnion Credit Report on a regular basis. Your TransUnion Credit Report is a summary of your financial background and status. Changes and additions to your report could be the first sign that criminal activity is taking place on some of your accounts

No. Membership is on a personal basis only.

Simply select reset password which will take you through the steps to reset your password.

Sign in to your Manage My Credit account and go to the My Profile page to update your details.

You should never reveal personal information via email in response to an unsolicited email. If you receive a suspicious email claiming to be from us, please forward it to our team at enquiries@managemycredit.co.uk and we will investigate it further. Stealing personal information through the use of fake emails is a practice which is unfortunately on the rise and is commonly known as 'phishing'.

We are sorry if you feel the need to complain. We want to hear from you because telling us gives us the chance to put matters right for you, and see how we can improve what we do for others.

Please contact Manage My Credit on: 0800 432 09121.

Email us at enquiries@managemycredit.co.uk or write to us at the following address quoting your

Manage My Credit membership number:

Manage My Credit, Operations Centre, Sentinel House, PO Box 5305, LANCING,

BN11 9WD.

If you remain unhappy

If we have not resolved your complaint to your satisfaction within eight weeks from when you first contacted us you may refer your complaint to the Financial Ombudsman Service for an independent review. The Financial Ombudsman is an independent public body which aims to resolve disputes between consumers and businesses. The contact details are:

Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Using our complaints procedure or referral to the Financial Ombudsman Service does not affect your legal rights.

You can cancel your membership in the following ways:

1. The easiest option is to login to your online account and click the 'Cancel Membership' link.
2. If you have not activated your online account or have forgotten your login details, you can download a cancellation form from the website homepage. Once it has been completed, please send it by email to enquiries@managemycredit.co.uk.
3. Alternatively, you can write to us at Manage My Credit, Operations Centre, PO Box 5305, LANCING, BN11 9WD.
4. You can also call us on 0800 432 09121*. Lines are open 8am to 8pm Monday to Friday and 9am to 5pm on Saturday (excluding Sundays and Bank Holidays).

*Calls to an 0800 number are free from landlines and mobiles. Please be advised calls are recorded for training and quality assurance purposes.