Credit Monitor FAQs

Find out everything you need to know about Credit Monitor, from setting up your account to getting to grips with your report.

Lady with child

Registering your Credit Monitor account

A: Credit Monitor is 100% free to use. We won’t charge you for checking your report.

A: Signing up to Credit Monitor and viewing your report won’t affect your credit score.

A: You need to be a resident of the UK and we'll ask for your most recent address.

A: You need to be at least 18 years old to register for Credit Monitor.

A: The two main reasons we might not be able to match you with your credit report are that either you haven’t answered the security and identity questions correctly or, you have a ‘thin’ credit file (in other words, your credit history is too limited for TransUnion to gather a report on you). Unfortunately, if we are unsuccessful at matching your credit report, you won’t be able to access Credit Monitor at this time.

A: To ensure that your confidential and sensitive data remains protected from access by unauthorised persons, this service uses a complex verification mechanism to authenticate your identity. Unfortunately, due to the sensitive nature of the data we are unable to tell you at which point(s) your verification failed, and Credit Monitor is unable to influence this or make manual changes to your submission. 

If you’ve failed verification then unfortunately we will not be able to provide you with a copy of your credit report through this service.  If you would like to know what information TransUnion holds on you, you can contact them directly.

A: The first step is to make sure you are on the electoral register. You can check or sign up via your local authority. Lenders use the electoral register as a way of verifying your identity and your home address, and thus minimise the chances of identity fraud. If you don’t have a credit card already, there are certain types of credit cards that are intended for people with thin files and designed to help them build up a credit history. Make sure you use credit responsibly – only take on debt you can manage and try to pay off in full each month. You can also check with your utilities provider to see if they report payments to TransUnion.

Managing your account

A: You can make these changes directly by logging into “My account” on the MoneySuperMarket website. 

A: All the financial and related information we hold about you is visible on your credit report. TransUnion have no access to other personal information, such as criminal records, political persuasion, parking fines, jobs and salary, medical history or declined applications.

A: We’ll send you a monthly email letting you know when your updated credit score and report are available. We may also contact you from time to time with information that we think you might find useful. You can choose to stop receving these emails at anytime.

  • A: Check your credit report and dispute any activity that you do not recognise. TransUnion will then contact the lender who has provided the data to make them aware that the data is possibly fraudulent. The lender will then perform a fraud investigation and remove any data if they find evidence that fraud has occurred.
  • You may wish to add password to your credit file as an extra level of security. If you do so, any lenders performing a credit search will need to request the password from you to proceed with the application. You can do this by adding a Notice of Correction (NOC), for free, to your credit file.

    If you’d like to add a NOC, email consumer@transunion.co.uk with the chosen wording you’d like to apply and include your full name, address and date of birth.  Please also mention that you are a Credit Monitor customer.

    If you do decide to add a password to your credit file it’s worth bearing in mind that Notice of Correction data is not shared across the credit reference agencies.  For consistency, you should also request a Notice of Correction to be raised with the other credit agencies too, please see their contact information below:
    • Experian Ltd: 0344 481 0800
    • Equifax:  0800 014 2955 / 0333 321 4043.

You may also wish to contact Cifas, the UK’s fraud prevention service. They will be able to apply a Protective Registration warning on your credit file, for an administration fee.  This will inform lenders that you think your data could be at further risk of fraudulent access, so they can make additional checks to protect you moving forward.

The Protective Registration flag can be applied to your file with immediate effect by telephoning 0330 100 0180 (and must then be confirmed in writing).  You can also apply online at www.cifas.org.uk/pr_for_individuals.

A: To make a complaint or query about Credit Monitor please email our support team at: complaint@moneysupermarket.com and we will respond.

A: Please email us at creditmonitor@moneysupermarket.com advising our team that you would like to delete your account and our customer support team will be in touch.

Getting to grips with your credit report

A: If you spot something that doesn’t look quite right, you can raise a dispute on a specific item that you believe to be wrong.  We will help you start the process for this with the credit reference agency TransUnion.

Please email us at creditmonitor@moneysupermarket.com with a short summary and our team will guide you through the next steps.

A: We’ll help you raise the initial dispute with TransUnion. TransUnion will then guide you through the process, as they will contact the lender directly.  TransUnion will contact you with any further updates and will provide you with a response within 28 days of the dispute being raised.

A: Yes. You are still able to register for Credit Monitor if you have a CCJ or IVA.

A: Credit Monitor will alert you to any factors which are having an impact on your score, so you can see the types of actions you can take that might help to improve your score if needed.

If you see that there is room for score improvement, there are some actions that you can take to help address this, e.g.

  • Ensure you are registered on the Electoral Roll
  • Pay your credit commitments and bills within the requested timescales and stay on top of your payments
  • Don’t exceed your agreed overdraft or credit limits
  • If you have any credit accounts that you no longer use or require, close these.
  • Settle any outstanding public data records as soon as you can.

If you see something that is incorrect on your report then please raise a Notice of Dispute with us so that TransUnion can work with your lenders on your behalf to correct any irregularities where a genuine error was found.

A: Each credit reference agency has its own way of calculating a credit score based on the information it holds and therefore the credit score is not directly comparable across agencies. TransUnion has a maximum score of 710.

A: Only credit products are shown on your credit report, so savings accounts or current accounts without an overdraft facility will not be present, as they do not represent your credit history. 

If you have opened a new account it could be that lenders have not provided this information to TransUnion as yet. Lenders share account performance data with credit referencing agencies every 4 -6 weeks at which point it is loaded into the TransUnion database.  Due to the data update frequency, plus your monthly Credit Monitor report refresh, the data turnaround time could be up to 10 weeks before it is visible to you. 

If an account you opened 15 or more years ago is not showing on your credit report, it could be that you weren’t notified at the time of opening the account that data would be shared for credit referencing purposes, so it is therefore not permitted.  To change this, please contact your lender directly and speak to them about sharing your data with TransUnion.

A: Your credit report refreshes on a monthly basis so it’s a good idea to keep checking it regularly so you can ensure that the data in it is accurate. 

A: Lenders share account performance data with credit referencing agencies every 4 -6 weeks.  So, whilst lenders can see the most recent version of your credit report when you make an application for credit, the data update frequency combined with your monthly Credit Monitor credit report refresh mean it could take up to 10 weeks for the data to be visible to you.

A: Searches are often referred to as ‘footprints’, and they exist on your credit report to say who, what, when, and why your credit report was viewed. Each time your credit file has been viewed, a search ‘footprint’ will appear on your report. These are not permanent and will disappear from your report automatically after 2 years.

Searches can only be carried out on your credit file with your permission, which is usually applied for and granted in the terms and conditions of a new service or product you are using or making an application for.

There are lots of different reasons why your credit report may have been viewed; such as assessing your credit worthiness following an application for credit you’ve made, performing anti-fraud checks as well as verifying you are who you say you are or providing you with quotes for the best deals.

If you do not recognise the name of an organisation who has performed a search on your credit file, the organisation in question might be part of a wider business group and therefore displays a different company name to the one you are expecting to see (e.g. a credit search performed for a Harvey Nichols store card would show up on your search history as ‘NewDay’, as it is this company who would supply the store card).  Likewise, if you searched for an insurance quote using a comparison site, the search may show up as a group or partner company name. 

A: Credit Monitor gives you free access to your credit report and credit score, meaning you can look at it as often as you want. Your credit score and the information in your report will be updated monthly, so it’s advisable to check it regularly, in the same way as you would your bank statements or utility bills.

A: Your credit score is a general interpretation of how much of a ‘risk’ lenders might think you are.

It’s calculated based on a number of factors including your past behaviour with credit products – things like credit cards, overdrafts, loans and monthly utility accounts. The companies providing these services report your use and payments to a credit reference agency, where it can be seen by future lenders you apply for credit with.  Altogether, this information paints a picture of how reliable you are at repaying money.

The higher your score, the more likely you are to be offered cards and loans with cheaper rates and better offers, and the more you’re likely to be able to borrow. Some factors like your income and outgoings don’t affect your score, but are also considered by lenders.

The score you see in Credit Monitor is out of 710 and is provided by the credit reference agency TransUnion.

A: The length of time information is retained on your report can vary depending on what type of data it is, for example: 

  • Account performance data (credit cards, mortgages, loans etc.) will stay on your credit file for 6 years from the date they are closed and settled. If an account has fallen into default it will stay on your credit report for 6 years from the date of default.
  • Judgments, bankruptcies and insolvencies will show you on your credit file for 6 years from the date of order, with some exceptions:
    • Judgments that are paid off within 1 month of order will be ‘set aside’, this means they will no longer appear on your credit file.
    • If you have a Bankruptcy Restriction Order (BRO) or a Bankruptcy Restriction Undertaking (BRU) then these can stay on your credit file for up to 15 years.
    • If you have an Individual Voluntary Arrangement (IVA) where the criteria of your IVA has not been met, then this could stay on your credit file for up to 15 years.
  • Searches only stay on your credit report for two years.
  • Address links, alias links and electoral register data will remain on your report indefinitely, as this forms a vital part in displaying who you are.
  • Associate information will stay on your credit report until you request to be disassociated from this individual.  You would do this if you were no longer financially linked to them. To apply for dissociation you will need to raise a dispute against this area of your credit report.

Cifas data will stay on your credit file for as long as is necessary to protect and prevent fraud.

The data retention rules that credit referencing agencies abide by are in accordance with current data protection regulation and regulated by the Information Commissioner’s Office (ICO).

Credit card results queries

A: Based on the information you give us, we’ll only show you the cards that you’re guaranteed to get or have a high chance of being approved for. Guaranteed cards are the ones you will certainly be approved for, with the exact offers and rates shown to you on Credit Monitor. With high chance cards, you are 95% likely of being approved by the lender. High chance cards are subject to lenders specific lending criteria and guaranteed and high chance cards are subject to fraud and money laundering checks by the lender.

Technical queries

A: Credit Monitor is currently supported for iOS 11 or higher and available in the App store.
Android is also available on Google play.

credit monitor

Get a better deal

Take control of your credit score by checking and improving it for free with Credit Monitor.

Check your score for free in as little as 3 minutes.

Get your free score

More Credit Monitor Tips