2. Information about us and how to contact us
- 2.1. Who we are: TransUnion operates this website. “TransUnion”, "we", "us" and "our" refers to TransUnion International UK Limited, a company established in England and Wales with company number 3961870 whose registered office is at One Park Lane, Leeds, West Yorkshire LS3 1EP.
- 2.2. Authorisation: TransUnion is authorised and regulated by the Financial Conduct Authority under number 737740. Authorisation can be checked on the Financial Services Register at https://register.fca.org.uk/.
- 2.3. How to contact us: You can contact us by sending an email to us at [email protected]. This contact email address can be used in relation to reporting any issues you have had in relation to your use of this website. Any concerns in relation to the content of your online statutory credit report should be raised with us as set out in paragraph 12.1 below.
- 2.4. How we may contact you: If we need to contact you we may do so using the contact information you entered into this website.
3. Information needed to provide your online statutory credit report
- 3.1. Information needed and what will happen if you do not give us the required information: We need certain information from you so that we can verify your identity and perform certain fraud checks in order to provide you with your online statutory credit report. If you do not give us this information, or if you give us incomplete or incorrect information, we may not be able to provide you with your online statutory credit report or any other services available on the website.
- 3.2. Activation Link: If you pass our initial identity and fraud checks, we will send you a one-time passcode to the email address you provided to us in order to validate that the email belongs to you. You should enter the one-time passcode into the website straight away. If you close the website, or do not enter the one time passcode into the website within the timescale set out in the email, you will need to restart the process described in this paragraph 3.
3.3. If your application is unsuccessful:
Not everyone that requests a copy of their online statutory credit report will be successful. We do not have to notify you why this is the case but one reason for this may be that, at the time you requested access to your online statutory credit report, we were unable to match your personal details to the correct credit report. In such circumstances, you may still request a paper copy of your online statutory credit report by submitting a paper application to the following address:
Consumer Services Team
PO Box 491
LEEDS LS3 1WZ
- 3.4. Subsequent access to your online statutory credit report: You will need to complete the process described in this paragraph 3 on each occasion that you wish to access your online statutory credit report.
4. Limitations on use of this website
- 4.1. We are only able to make online statutory credit reports available via this website to UK residents: Unfortunately, we are not able to provide online statutory credit reports to anyone who is not a resident in the UK, the Channel Islands or the Isle of Man.
- 4.2. Over 18s only: We are only able to provide you with your online statutory credit report via this website if you are over 18 years of age. You may still request a paper copy of your statutory credit report by submitting a paper application to the address set out in paragraph 3.3 above.
- 4.3. This website is for personal use only: You may only use and access this website on your own behalf, for your personal non-commercial use and not on behalf of anyone else. You cannot order credit information about anyone else from this website. If you want to apply for a statutory credit report for someone else and you have their authority to do so, you may do so by submitting a paper application to the address set out in paragraph 3.3 above. We may ask you for appropriate evidence of your authority to request the statutory credit report on behalf of the other person.
6. Availability of this website
- 6.1. Whilst we will try to make sure that this website is available for use as much as possible we cannot guarantee its availability. You will appreciate that we need to take this website down from time to time for maintenance. We will try to do this at times when we are expecting low usage but cannot guarantee that this will be the case. If this website is suspended or unavailable for any reason you may still request a paper copy of your statutory credit report by submitting a paper application to the address set out in paragraph 3.3 above.
- 6.2. No software provider can fully guarantee that its website and/or content is completely virus and bug free, but you should be aware that we are committed to trying to make this website as virus and bug free as we can and use suitable virus checking software in relation to this website. You should, however, still use appropriate virus checking software on the devices you use to access this website.
7. Accuracy of information we provide
- 7.1. It is important to us that the information we supply to you is as accurate as possible and we use reasonable efforts to verify its accuracy. We cannot guarantee that it is completely accurate, however. Also, as you will appreciate some of this information comes from other businesses and sources, such as the electoral register, insurance companies or financial institutions. We do not have any control over the content of such information and are not responsible if it turns out to be inaccurate. If you consider the information to be inaccurate you may raise a dispute using the process in paragraph 12.
- 7.2. You will appreciate that whilst this website will provide information to you, this is provided for your guidance and information only.
- 8.1. Ability to suspend your access to this website: We reserve the right to suspend your access to this website if at any time we consider that there is or is likely to be a breach of security or your use of this website is in any way detrimental to us or anyone else.
9. Copyright, trade marks and other intellectual property rights
- 9.1. Your acknowledgement that we own copyright etc. in this website: You acknowledge and agree that all copyright, trade marks and all other intellectual property rights in this website and all aspects of it are owned by us.
- 9.2. Your ability to take copies: You may take reasonable copies of the information or reports provided to you by this website solely for your own personal use. You may not use it on a commercial basis. You may not sell it on, republish it, redistribute it, copy (except as permitted above) or adapt it.
10. Our liability to you
PLEASE READ THIS PARAGRAPH CAREFULLY AS IT EXPLAINS WHAT LIABILITY WE HAVE TO YOU AND WHAT EXCLUSIONS APPLY
- 10.2. No liability where the loss or damage is not foreseeable: We are not responsible for any loss or damage which is not foreseeable.
- 10.3. We do not exclude or limit in any way our liability to you where it would be unlawful to do so: This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for breach of your legal rights including the right to receive services which are: as described and match the information we provided to you; of satisfactory quality; fit for any particular purpose made known to us and supplied with reasonable skill and care.
- 10.4. We are not liable for business losses: This website is only intended for domestic and private use. If you use this website for any commercial, business or re-sale purpose we will have no liability to you for any loss of profits, loss of or damage to reputation, loss of contracts, loss of opportunity, loss of business, loss or depletion of goodwill, increased overheads or administration expenses, management time, loss of savings.
11. Data protection, cookies and privacy notice
12. Disputes and complaints
In the event that there is an unexpected result in your online statutory credit report or you feel that the information is not correct you may raise a dispute in relation to that information by using the online dispute process which can be accessed via your online statutory credit report. You can also raise a manual dispute by writing to us at the following address:
Consumer Services Team
PO Box 491
LEEDS LS3 1WZ
Once a dispute has been raised: Once you have raised a dispute via the online dispute process, you can check the status of that dispute on the website. In order to do this, we need certain information from you so that we can identify your dispute (including the email address that you submitted to us at the time you raised the dispute).
Activation Link: If we can identify a dispute associated with your email address, we will send you a one-time passcode to that email address. Once again, you should enter the one-time passcode into the website straight away. If you close the website, or do not enter the one time passcode into the website within the timescale set out in the email, you will need to restart the process described in this paragraph 12.1.
How to complain: If you have any complaints in relation to this website then please contact our customer services team at [email protected]. You can find our customer complaints policy at https://www.transunion.co.uk/consumer-solutions/contact-us/complaints-procedure.
Complaint Resolution: We have a complaint handling process, which includes alternative dispute resolution (a process where an independent body considers the facts of a dispute and seeks to resolve it without you having to go to court). If we have sent you our final response and you are not happy with how we have handled any complaint, you may want to contact the statutory alternative dispute resolution provider for financial services in the UK – the Financial Ombudsman Service. The Ombudsman will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings. The contact details for the Financial Ombudsman Service are:
12.3. Online Dispute Resolution Platform: You may also complain using the European Commission’s Online Dispute Resolution platform. This is an online facility designed to help consumers to resolve complaints they have, where they have bought goods and services online. This platform can be accessed via the following link: https://webgate.ec.europa.eu/odr.
13. Links to other websites