Experian

Experian is one of the UK's three main credit reference agencies: a company that collects information about how people borrow and repay money, and sells that information to lenders when someone applies for credit. It does not lend money itself. When you apply for a credit card, loan, mortgage or even a mobile phone contract, the lender will usually ask a credit reference agency such as Experian for a copy of your credit report before deciding whether to say yes¹.

Experian describes itself as a credit broker, not a lender: it supplies the report and, separately, lets you compare credit offers from lenders, but the lending decision is always the lender's². Credit reference agencies "don't make decisions about credit applications, they just supply the credit report", as the consumer group Which? puts it⁴. Experian also says it does not hold a blacklist of people or properties, and does not hold information about people's race, religion, sexuality, political beliefs or medical history¹.

For consumers, Experian is best known for its free credit score and report, which it says 16 million people have⁵. Around those free services it sells paid subscriptions, CreditExpert and Identity Plus, which add daily updates, alerts and fraud tools such as CreditLock⁶. This page explains what each service gives you, what the score means, how the comparison and Boost tools work, and what to do when something on your report is wrong.

What Experian does: a credit reference agency, not a lender

Experian's core business is holding credit files. Lenders send it information every four to six weeks about the accounts you hold, your balances and how you are managing repayments, and Experian assembles this into a credit report covering roughly the last six years of your credit history¹. When you apply for credit, the lender asks Experian (and often the other agencies, Equifax and TransUnion) for that report and combines it with the details on your application, such as your income and outgoings, before making its own decision¹¹.

Two points about this are worth holding on to, because a lot of confusion flows from them. First, Experian does not approve or refuse anyone credit: it states plainly that "we don't make any actual lending decisions (i.e. we don't approve or refuse you credit)"¹. Second, Experian is not told when a lender turns you down or why. If you are refused, the way to find out the reason is to ask the lender, and then to check your Experian report for anything inaccurate¹².

Experian also runs a comparison business. It describes itself as a credit broker that works with lenders, and its app and website let you compare credit cards, loans and mortgages with your approval chances shown before you apply³. That is a separate activity from being a credit reference agency, and it is how Experian earns money from consumers as well as from lenders. The credit scores and credit reports guide explains how the three agencies fit together.

Free account or CreditExpert: what each one gives you

The free Experian account gives you both your Experian Credit Score and your Experian Credit Report in the app, at no cost⁷. With a free account the score is updated monthly when you log in, or every 30 days, and the report refreshes on the same cycle¹⁴. The free account also includes comparison of credit cards, loans and mortgages with eligibility shown before you apply, Experian Boost, and your score history⁶.

CreditExpert is the paid subscription. It adds daily updates to your score and report instead of monthly, alerts for certain changes to your report, and the ability to lock your Experian Credit Report with CreditLock¹⁵. Experian also warns that further identity verification may be needed before you can access the full service, which can take up to 5 days¹⁷.

A third route is the statutory credit report: a free, one-off copy of your credit file that Experian, like every credit reference agency, must provide on request. Experian describes it as "a basic view of your credit history", and you can order it in print or online¹⁸. Which? notes one practical difference between the routes: with a free online account the score remains free to access, but you cannot see your full credit report, whereas the app shows both report and score for free²⁰.

Experian's own page on its free Credit Score Service sets out how to join. For anything to do with borrowing itself, the guides to credit cards, loans and mortgages cover how these products work.

Checking your own score never lowers it

A persistent worry stops people checking their credit information: that looking at it will damage it. It will not. Experian is unambiguous: "Checking your score will never affect it, no matter how often you look"²². When you look at your own score it counts as a soft check, or soft search, so it affects neither your score nor your chances of getting credit⁵. The same applies to viewing your report: Experian states that "seeing your own credit information will not affect your credit score"²³.

The distinction that matters is between soft and hard searches. A soft search happens when you check your own file, or when a lender runs an eligibility check. A hard search happens when you actually apply for credit, and it is recorded on your report where other lenders can see it. Experian's guidance on searches and credit checks explains that only a real application leaves that mark²⁴. The credit scores and credit reports guide covers the difference in more depth.

So there is no downside to checking your Experian score regularly, and some clear upside: it is the quickest way to spot a mistake, an unfamiliar account, or the early signs of identity fraud on your file.

The Experian score: from 999 to 1,250

Experian's score is a number that summarises the information in your credit report at that moment. It is Experian's own product: lenders do not see it, and each agency has its own scale. At the end of 2025 Experian changed its system, expanding the scale from 0-999 to 0-1,250⁸. The new calculation takes into account more everyday financial data, such as regular rental payments, mortgage overpayments and reduced overdraft use, and the app now shows a percentage breakdown of how different factors influence your score⁸.

On the old 0-999 scale, the bands were: 961-999 Excellent, 881-960 Good, 721-880 Fair, 561-720 Poor and 0-560 Very poor²⁵. On the new scale, the bottom band is called Low and runs from 0 to 640, and Good is between 861 and 1,000⁸. Experian says around 42% of customers will see a positive change, either an increase in score or band, while around 44% will see a drop in their score band⁸.

If your score moved when the scale changed, that does not mean lenders see you differently. The debt charity StepChange makes the point directly: "the change does not affect your ability to get credit"²⁷. Lenders look at the underlying report and apply their own scoring; the Experian score is a guide for you, not a grade handed to lenders.

What actually moves a score is the information in the report. Which? reports Experian's own figures on two of the biggest levers: registering to vote can add as much as 50 points, because it proves your address, while one late payment on a credit card or loan can dent your score by as much as 130 points²⁸. Most information is held for around six years, so a missed payment stays visible for a long time, but its effect fades as it ages⁹.

Experian Boost: adding everyday payments to your score

Experian Boost is a free feature that looks at payments you already make and adds evidence of them to your Experian information⁵. You connect your current account to your Experian account through Open Banking: you are sent to your bank's own website to log in and choose which account to connect, and Experian says it uses modern security practices and end-to-end encryption, with no need to share your bank login details²⁹.

Once connected, Experian looks for examples of responsible financial behaviour, such as paying your Netflix, Spotify and Council Tax on time, and paying into savings or investment accounts³¹. The payments it recognises include Council Tax, digital subscriptions like Netflix, Spotify and Amazon Prime, and payments into savings and investments³². If it finds them, your score may get an instant lift, and Experian describes Boost as the only way to instantly raise your Experian Credit Score in the UK¹³. When it launched, Experian said 17 million people could boost their score by up to 66 points by using the tool³³.

Three caveats come with that. Not everyone's score will increase with Boost, and not all lenders use Boost data, though Experian says using it will not make your score go down³⁴. When you apply for credit, Experian shares your Boost data with participating lenders³⁵. And while Experian states that connecting to Boost will never be the cause of your score going down, your score could still change while you are connected, for example if you miss a payment³⁵.

Comparing loans, credit cards and mortgages through Experian

Experian's app and website include comparison services for credit cards, loans and mortgages, showing the offers you are eligible for with your approval chances displayed before you apply¹³. The credit card search covers cards from over 25 leading brands, and Experian says you can compare credit cards from across the UK market³. The loan search takes less than 2 minutes, and Experian says it works with lenders to give deals you will not find anywhere else³⁶.

The tool that makes this work is the eligibility rating. Experian calculates it by matching your data against the lender's criteria, and it appears as a percentage next to each result when you compare credit cards and personal loans³⁷. The best rating is a pre-approval label: Experian says it means that an application made at the rates shown is expected to be approved, but it is not a guarantee and conditions may apply³⁷.

Crucially, none of this leaves a mark. Experian states that only a soft search is recorded when you compare, "meaning your score won't be affected unless you actually apply"²⁴. A soft search will not impact your score with any company³⁷. The moment you go on to make a real application, the lender runs a hard search, and that is what appears on your report.

For how these products themselves work, see the guides to credit cards, loans and mortgages, and for home buying more broadly.

CreditLock: blocking credit applications in your name

CreditLock lets you lock your Experian Credit Report in a single tap or click, which limits criminals' ability to take out credit in your name⁵. While the lock is on, it blocks most applications for credit that go through Experian, including loans, credit cards, mortgages, store cards, current accounts and mobile phone contracts¹⁰. Experian will let you know about any blocked applications, which can help you spot signs of fraud, and it sends a monthly reminder if your report is locked¹⁰. You can turn the lock off whenever you want to apply for credit yourself, and locking and unlocking will not affect your score³⁸.

CreditLock is not part of the free account. You can use it if you upgrade your Experian account with an Identity Plus or CreditExpert subscription¹⁰. Identity Plus bundles CreditLock with fraud alerts, web monitoring and expert fraud support³⁹.

The limit to understand clearly is scope. CreditLock blocks applications that go through Experian only. Experian says plainly: "We can't block applications that go through other credit reference agencies"¹⁰. It also does not block updates to your report and score, changes to your current credit limits, credit quotations and eligibility checks, new applications for insurance (though it may block applications to pay in instalments), or searches from utility companies, employers and landlords¹⁰. If you are worried about fraud, the debt charity StepChange advises checking with all of the credit reference agencies so you do not miss anything⁴⁰.

Fixing mistakes on your Experian report

Reports go wrong: accounts that are not yours, balances that have been paid, defaults that should not be there. If you think a record on your Experian report is incorrect, get in touch and Experian will raise your query with the creditor involved²³. Experian can raise a dispute with the provider on your behalf, and while the lender investigates, Experian can add a Notice of Correction to your report: a note letting you explain the special circumstances behind correct but negative information⁴¹.

The same process applies to defaults. If a default record is inaccurate, you can ask for it to be updated or removed by raising a credit report dispute; Experian contacts the lender and adds a Notice of Correction in the meantime²⁸. If you got into debt because of something like redundancy or long-term illness, you can also ask Experian to add a note to your report to help lenders understand why²⁸.

One thing to remember: a correction raised with Experian applies only to your Experian report. Experian states that "the other Credit Reference Agencies must be contacted separately"²³. If the same error appears at Equifax or TransUnion, it needs a separate dispute with each of them.

Because lenders update Experian at different times, it can take up to eight weeks for new information to appear on your report¹⁵. Not every apparent error is one: a recently closed account or a just-made payment may simply not have arrived yet.

Identity fraud: what Experian offers and what else to do

If someone has used your details to apply for credit, the first steps are yours, not Experian's. Experian's guidance for victims is to contact your bank as soon as possible to make sure your accounts are safe, contact the organisations you did not open accounts with, report it to Action Fraud, and get a copy of your Experian Credit Report²⁹. The Information Commissioner's Office adds the habits that reduce the risk: regularly check your credit card and bank statements for suspicious activity and monitor your credit report³⁰.

Experian has a dedicated support team for victims of identity fraud, and its specialist fraud support team can help if something on your report looks wrong²⁹. It can also query fraudulent information on your credit report with lenders on your behalf; once a lender confirms information is fraudulent, it will remove it from your report²⁹.

Two protective features are worth knowing about. You can add a password notice of correction to your Experian Credit Report: a password nobody else would know or could guess, which a lender is expected to request before opening a credit account in your name²⁹. And with an Identity Plus subscription you get automatic web monitoring and fraud alerts, which check whether your personal and financial details are exposed online²⁷.

The ICO also sets out what to do after a data breach elsewhere: report lost or stolen documents such as passports and driving licences to the issuer, watch out for phishing, use strong passwords and multifactor authentication, and consider applying for Cifas protective registration³¹. The scams and fraud guide covers the wider picture.

Getting your statutory credit report, including from overseas

Every credit reference agency must give you a copy of your credit file if you ask, and Experian's statutory credit report is that copy: free, one-off, and available either in print or online¹⁸. It is a basic view of your credit history, without a score or the app's extras¹⁹. You can also request it if you would prefer a one-off written copy of your file rather than an account¹³.

If you live in the UK, you receive the report in the post, or a passcode is sent in the mail to allow you access online³². The process is different if you are based overseas or at a barracks, including with a British Forces Post Office address. Experian will send the statutory report to your BFPO address, and asks for a copy of your passport, armed forces ID, birth certificate or driving licence; copies of two documents linking you to your BFPO address dated in the last three months; a copy of at least one document from your last UK address; and your full name, date of birth and UK address history over the last six years³². If you have no documents, you can send a letter instead, including your unit stamp and the signature of your immediate commanding officer, your service number and rank, unit or regiment, BFPO number and details³². Experian accepts photocopies and strongly advises you not to send originals³².

A BFPO address should not stop companies doing a successful credit check on you³³. And if you have returned from abroad, Experian may still hold data on you: it holds information for six years, so depending on how long you were away there may still be records³³.

Contacting Experian, complaints and your data

For anything to do with your report, Experian's customer services team can be reached by email at customerservices@uk.experian.com, or by post to The Experian Team, Customer Support Centre, Nottingham, NG80 7WF⁴³. If you spot something wrong, get in touch and Experian will raise your query with the creditor involved²³. To add or change a password notice of correction, Experian directs you to its Contact us page, selecting "Fraud" and then the password option¹⁰.

You also have data rights over what Experian holds. To request a copy of your personal data, Experian directs you to its Data Access Request page or its Customer Services Team⁴³. Much of your information is simply available in your Experian account, whether you have a free account, a paid subscription such as CreditExpert, or a service supplied through one of its partners, though you need to register and pass security checks first, which Experian says are in place to make sure only the real you can get hold of your personal information³⁴. Experian Marketing Services holds very little actual data about you, limited to contact information such as your name and postal address, your self-reported date of birth and your insurance renewal date, and you can see this and set marketing preferences in its marketing services portal⁴³.

If you are unhappy with how Experian has handled a complaint about your data or its services, you can take it further: the consumer protection guide explains the complaints routes, including the Financial Ombudsman Service where it applies.

How you are protected with Experian

Experian is not a bank: it does not take deposits, so there is no FSCS deposit protection to think about, because there is no money of yours sitting with it. The protections that matter here are about your data and your rights over it.

You have a legal right to see the information Experian holds about you, through your account, a data access request, or the statutory report⁴³. You can dispute anything inaccurate and have it investigated, with a Notice of Correction added while that happens²⁸. You can add a password to your report to make fraudulent applications harder²⁹. You can lock your report with CreditLock, within the limits described above¹⁰. And if Experian mishandles your information, the ICO's guidance on data breaches sets out the steps you can take³¹.

The limits are just as real. Experian cannot tell you why a lender refused you, cannot remove accurate information however unhelpful it is, and cannot fix your records at the other two credit reference agencies: each correction, each password, each lock applies to Experian alone¹². For most people that means checking all three agencies, not just one, and the credit scores and credit reports guide explains how.