How can we help?
Welcome to our help centre, where you can find answers to frequently asked questions and get the support you need
The Basics
Credit-Score is a free service designed to empower you to take control of your financial health. With easy access to your credit score and personalised tools, Credit-Score helps you monitor and improve your score while unlocking benefits to support your financial goals.
Credit-Score Boost is a subscription service to help individuals improve their credit score by providing a detailed credit health check, personalised improvement plans, and ongoing support from a team of credit file specialists. The subscription plan is priced at £9.95 per month and includes tailored advice to help you boost your credit score. Users can see results within 3-6 months, and the service offers up to 40 days free Trial with the option to cancel anytime.
Our Credit-Score Boost service offers a free trial period of up to 40 days. Here`s how it works:
- Free Trial Period: You can use our service for free for up to 40 days.
- Subscription Fee: After the free trial period, a subscription fee of £9.95 per month (inclusive of VAT) will be charged.
- Fixed Payment Day: We have a fixed payment day of the 29th of each month.
- Sign-Up between the 1st and the 19th: Your first payment is due on the 29th of the same month. This means your free trial will last between 10 to 40 days.
- Sign-Up after the 20th: Your first payment is due on the 29th of the following month. This means you will enjoy a free trial 40 days.
My application
If you want or need any additional support then please email, chat with us from your account and we will do our best to help and support you. We understand some of you may be feeling financially stretched and facing some type of vulnerability. We will always try and support you.
If you have a hearing or speech impairment, you can contact us by specialist text phone. Simply add the prefix 18001 to our telephone number 0330 838 7002 (on inbound calls only). Please find further details on Relay UK’s website if required: https://www.relayuk.bt.com/how-to-use-relay-uk.html. Relay UK is a service operated by BT for deaf, hard-of-hearing, or speech-impaired people. It works by way of allowing a Relay Assistant (RA) to join the conversation between a customer and a third party. The RA will introduce the call and explain how the Relay UK service works if necessary. The RA will then type the third party’s conversation for the customer to read. The customer can either type a reply or just speak through the phone as normal.
The team can provide additional support for visually impaired customers by offering documents such as our terms and conditions, privacy policy and credit agreement in either braille or large print. To request a copy please contact a member of the team via phone, chat or email.
You may not have credit repayment information, because you may have moved address or you may have just entered the UK. We can help you become registered on the electoral register and build up a credit file. Just email us hello@credit-score.co.uk and we will send you a fact sheet free of charge and one of your credit file specialists can give you a call to help you.
Fraud & ID Protect
A data breach occurs when a hacker gains access to the database of a service or company which contains users’ private information. This information can range from usernames and passwords to social security numbers, addresses and even payment details. These lists are then usually sold online to criminal groups who seek to use this information for profit.
The most serious consequences to you can be when very sensitive information like usernames, passwords or social security numbers are leaked. Be sure to never use the same password for multiple services – if one service you use is breached, you should consider all the accounts using the same password as compromised.
Identity theft, specifically online identity theft, involves someone posing as you using your private information, usually for profit. Criminals usually obtain this data either by physical theft, accessing public information, or through data breaches. The best way to protect your identity online is to secure your private information by using strong passwords and being careful what you share across different services.
When passwords are “hacked”, it usually means the service you use the password in becomes the victim of a data breach, leaving your password and possibly other personal information exposed. In many cases, users can go for years before knowing that their password has been made public.
A strong password is a long one because they are more difficult to guess. Having a minimum of 8 characters is a good start, but even more important is to use a unique password for each service. If a service is the victim of a data breach and your password is leaked, the problem becomes much bigger if you use the same email address and password combination to log into multiple services.
Other useful info
Please click this link to contact Credit-Score Contact us
Complaints Procedure
At Credit-Score we always aim to provide a high standard of service, and ensure ourcustomers are treated fairly, however, we understand that there may be times when ourcustomers may be unhappy. In such cases we welcome feedback and the opportunity to putthings right. We aim to ensure that all complaints are handled and resolved as quickly aspossible, and we always aim to provide satisfaction to our customers wherever possible.
Making a complaint
You can make a complaint to us in a number of ways:
1. By telephoning 0330 838 7002
2. By emailing hello@credit-score.co.uk
3. By Sending a message here.
4. By writng to the Complaints Department, Credit-Score.co.uk, Bank Chambers, Market Place, Stockport, SK1 1AR.
Please provide us with as much information as possible so that we can understand and
investigate your complaint efficiently.This information should include:
• Your full name and address.
• A daytime contact telephone number.
• Full details of your complaint including statement of fact **;
• Your user account details.
• Details of what you would like us to do to put things right;
• Photocopies of any relevant paperwork.
** Please be aware from your statement of fact should it appear likely that you purposely
withheld information or gave us information you knew to be false on your account.
application we may enter an investigation into whether the Signup was indeed fraudulent
and if so, may pass the details over to the Police Action Fraud hotline for investigation.
How we will deal with your complaint
We will endeavour to resolve your complaint quickly; however, this might not always bepossible.In that event we will send you a written or electronic acknowledgement of your complaint within 5 business days of receipt.Within eight weeks of receiving your complaint, we will endeavour to provide you with a FinalResponse Letter.If, however we are not in a position to do so we will write to you explainingwhy we are still unable to give a final response, giving the reasons for the delay, indicatingwhen you should expect to receive a final response and providing details of your right torefer your complaint to the Financial Ombudsman Service, if you are dissatisfied with the delay.
How we will deal with any redress
Should your complaint be partially or fully upheld, then any redress owed to you will firstly beoffset against any debts owed to us, and thereafter will be paid directly to you.We will neverpay any redress to any third party or claims management company regardless of their termsand conditions or any contractual agreement you may have made with them.
Financial Ombudsman Service
If after complaining to ourselves and receiving our Final Response Letter you are still notsatisfied, then you can refer the complaint to Financial Ombudsman Service for furtheradvice and guidance – this must be done within 6 months of your receipt of our Final Response Letter.
You can contact the Financial Ombudsman Service as follows:
In writing: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
By telephone: 0800 023 4567
Email: complaint.info@financial - ombudsman.org.uk
Online: https://www.financial-ombudsman.org.uk,
If you want to cancel your Credit-score subscription you can do so by simply `Logging in` and going to your `Profile` then `Subscription` and choosing ‘Cancel Subscription’. Or, by one of the other methods listed on the `contact us` page.
For your reference our Cancellation and Refund Policy can also be found here.
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