Complaints

How can I complain?

We take your satisfaction with our service very seriously. If you are unhappy for any reason, you can contact us and we will do our utmost to resolve this for you.
Email:
Telephone: 0808 189 0346
  • Post
  • Credit Reports Matter
  • c/o ScoresMatter Limited
  • Building 1
  • Chalfont Park
  • Gerrards Cross
  • Buckinghamshire
  • SL9 0BG
  • UK

What we will need from you

To help us investigate and resolve any issues or concerns that you may have, please provide the following information:
  • Your full name
  • Address
  • Date of birth
  • Daytime telephone number
  • Full details of your concern

How long will it take?

We will always try to resolve your concerns immediately. However, if we are not able to resolve your complaint within five working days, or we need more information we will write to you to tell you:
  • Who is dealing with your complaint
  • When we will contact you again
We will contact you regularly until your complaint has been resolved. If your complaint is particularly complex, it may take longer to resolve.
We will send you our full response within 8 weeks of receiving your complaint.
As a credit information service provider, our services are subject to the jurisdiction of the Financial Ombudsman Service and you have ultimate recourse to escalate your complaint to them. We will enclose a leaflet from the Financial Ombudsman Service in our final response letter to assist you if you decide to pursue this further course of action. You should contact the Financial Ombudsman Service within six months of receiving our final response to your complaint.
  • The Financial Ombudsman Service
  • Exchange Tower
  • Harbour Exchange
  • London
  • E14 9SR
  • Web: www.financial-ombudsman.org.uk
  • Telephone: 0300 123 9 123 or 0800 023 4 567
  • Fax: 020 7964 1001
  • Email:

Online Dispute Resolution

As a EU consumer you may be able to use the EU Online Dispute Resolution portal. More details can be found here.

© Copyright 2019. All rights reserved.

Credit Reports Matter is a trading name of ScoresMatter Limited. ScoresMatter Limited is not a credit reference agency or debt advisory agency.

ScoresMatter Limited, is a company registered in England and Wales, registration number 7686022 and having its registered office at Building 1, Chalfont Park, Gerrards Cross, Buckinghamshire, SL9 0BG

Credit report and scores are provided by TransUnion International UK Limited, owned by one of the UK's leading credit reporting service providers and is authorised and regulated by the Financial Conduct Authority Firm Reference Number: 737743.

ScoresMatter Limited is authorised and regulated by the Financial Conduct Authority only for its activity of providing credit information services (i.e. access to your credit report and score), Firm Reference Number: 730722.

†Access to Credit Reports Matter membership is instant; some members may need additional verification to access their credit report.