Effective date: 20 October 2017
We encourage you to read this policy thoroughly. To make it easier, we’ve broken it up into bite-size chunks and longer sections have a heading and summary. If you want to know more about these sections, just click on the ‘Learn more’ link at the end of each summary.
Experian is part of a group of companies whose parent company is listed on the London Stock Exchange (EXPN) as Experian plc. The Experian group of companies has its corporate HQ in Dublin, Ireland, and its operational HQs in Costa Mesa, California and Nottingham, UK. You can find out more about the Experian group on our website at www.experianplc.com.
Experian is responsible for processing the personal information you provide to us and is registered with the Information Commissioners Office in the UK under the UK Data Protection Act 1998.
We will need to ask you for certain personal information to give you the best possible experience when you engage with us (via our websites and apps or otherwise) and when you use our products and services.
We will also collect other information about you and the devices you use to access our website, or we may ask third parties to do this for us, in these cases we do so by using technologies such as cookies. See also our Cookies policy.
When you apply for Experian services we will ask you to provide some contact information. Contact information may include some or all of the following: full name, previous names, residential address, previous residential addresses, date of birth, landline phone number, mobile phone number and email address.
Where the services you select carry a cost, we will ask you to provide some payment information. Payment information may include some or all of the following: credit card and debit card details.
For most of the services you access on our website, we will ask you to provide security information that only you will know. Security information may include some or all of the following: mother’s maiden name, password and memorable word.
For the web monitoring services that are available to some customers, we will ask you to provide your chosen information to be monitored. This may include some or all of the following: passport number, driving licence number, national insurance number, credit card details and any other information you choose to have us monitor.
We also collect certain data automatically from your visit to our website or use of our services. This may include (but is not limited to) some or all of the following: How you connect to the internet (including IP address), how you engage with our site, screen resolution, browser data stored on your device (such as cookies – see also our Cookies policy), information about the device software you are using such as internet browser and location data (city, region of the IP address you used when accessing our services).
We may need to access data we already hold about you on our credit bureau, or we may gather similar information from other credit reference agencies (Callcredit and Equifax). This may include (but is not limited to) some or all of the following: details of credit accounts held and repayment performance as well as public information such as inclusion on the electoral roll, bankruptcies and county court judgements.
We use your personal information in lots of ways to make our products and services as effective as possible.
We will use your information to accept you as a new/returning customer and continue to provide you with our products and services.
As part of providing services to you we will confirm your identity and authenticate the information you provide for security purposes.
Establishing your identity is important as the services may provide you with your personal credit information (such as your credit score or credit report) and we must be sure you are who you say you are. Identity checking may also involve checking the registration information you give us against information we already hold about you as a credit reference agency and potentially publicly available information about you such as from social media.
If we are unable to confirm your identity from the registration information you provide, we will let you know by using the contact details you have provided and you may then have the option to make a written application and provide further proof of your identity.
We will use your information to process the payments you commit to when signing up to our services and for the collection of any future payments or overdue amounts for those services.
Your payment card provider may let us know if the card details relating to your Experian payment change. If this happens, we reserve the right to update certain card details to make sure your access to our services isn’t interrupted.
So for example, if you get a new payment card with a later expiry date to the one you currently pay with (but all the other details stay the same), we may update your payment card expiry date accordingly.
We will use your information to be able to provide and improve the customer support we provide to you (e.g. when you have questions or when you forget your log-in information).
We will use your information to send you alerts where ‘Alerts’ are part of the service you ask us to provide e.g.
We will use your information to contact you to tell you about changes to or issues affecting the services you are taking.
When you use our comparison service to search for products, the information you provide is used to retrieve information about products relevant to your search and create a table which allows you to compare them.
Where eligibility ratings are available, information from your credit file with Experian (and sometimes Callcredit and Equifax) is also used to help you understand whether you are likely to be accepted.
In some circumstances, we will share that information and your personal information (such as name and address) with brokers, lenders and providers of credit and financial products themselves (as described in the section "Who we share your personal information with").
When you search for products, we may contact you by email or SMS to confirm activity relating to use of our comparison services, such as details of the searches you have made, results that you have seen when searching, or information about introductions you’ve requested to brokers and lenders.
As part of our free services (which are available to all customers), Experian will retrieve and use your credit bureau data (whether it’s from Experian or the other two main credit reference agencies Equifax and Callcredit) to check your eligibility (as described in the above section ‘To provide comparison services and create eligibility ratings’) for third party products or services and notify you of credit opportunities, products and services that you may be eligible for.
When you log in to the website, we will show you updated eligibility ratings for products and services that may be available to you.
As part of this service we may also notify you by e-mail, SMS or post of new or updated eligibility ratings for products and services; for example if new products and services are added, or your eligibility has changed. You can chose not to receive email, SMS and postal communications about product eligibility whenever you want from your Experian Account page.
We will check your eligibility for third party products and services, and may send you alerts:
We will use your information for marketing purposes such as if we think one of our products, services or offers, or those of our third party partners, may interest you, we or they may contact you about them by email, SMS, on the phone, through app notifications or through the post.
If your Experian subscription has finished, we may contact you and invite you to re-subscribe to the same or a different service or product, or to use certain free features on our website.
You can opt out of marketing communications at any time by following the instructions in the email or SMS or by contacting us at firstname.lastname@example.org. You can turn off app notifications at any time using the tools provided in your mobile operating system.
Experian may select particular customers and invite them to be involved in market research. If you accept this invitation, we will use the feedback you give us to improve our products and services.
From time to time we will run prize draws, competitions, promotions and surveys and, we will use the personal data you provide to us, to run such activities and to do what we agree to do as part of them.
We may use your information for fraud investigation, detection and prevention measures and in order to provide suitable security for your account and your information that we hold (such as to enable us to prevent others logging in to your account without your permission from unknown devices).
We may use your information for the investigation, detection and prevention of crime (other than fraud).
We will use your information to ensure that our team has the knowledge and expertise they need to ensure we provide the best possible experience to our customers when interacting with us.
We will use your information for reporting and analytical purposes (e.g. how many of our customers are in the north or south of the country) to enable us to improve our products and services and to provide appropriate levels of support to our customers.
We will use your information to track your activity on our apps and on our websites to help us better understand your interests and how you interact with us. We may also use this information to help us detect if someone else is trying to access your account or use the services you take from us. We will also use this information to better engage with you and to ensure that you get the best service we can provide and improve our products in the future.
Like any business, we need to ensure that we maintain comprehensive and up to date records of the ways we process your personal information and other operational activities and therefore we will process the information you provide for record-keeping, updates and general administrative purposes.
Whilst we will try to make sure that you are happy with the service we provide and do not feel the need to complain, if you do complain to us, we will use the information we have about you to help us manage your complaint.
Like any other business, we are required to comply with many laws and regulations. We will, where necessary, use your personal data to the extent required to enable us to comply with these requirements.
Personal information you provide to us may be used to improve the credit bureau information we already hold about you in our role as a credit reference agency. E.g. if you provide a different address to the one we hold already we may store the new address in the credit bureau information to aid quicker identification of you and ensure that lenders can see a full picture of you when making lending decisions, it also aids identification and verification in the credit application process.
Experian may use performance tracking technology within our emails to improve our future interactions with you. This means we are able to capture information including (but not limited to) the time and date you open our e-mails and the type of device used to open the email.
We use this information primarily to understand whether our e-mails are opened and what links are clicked on by our customers. We then use this information to improve the emails that we send to you and the services that we provide.
We may share this information with other organisations to help them improve their own interactions with you. Your personal data will not be passed to any third party for marketing purposes unless you already have an existing relationship with them. You will not receive marketing emails from such third party organisations unless you have given your prior consent to them to send emails to you.
Further information is included in our Cookies Policy.
Data protection laws require that, where were process your personal data, we must satisfy at least one prescribed condition for processing. These are set out in data protection law and we rely on a number of different conditions for the activities we carry out.
In most cases, the information described above will be provided to us by you because you want to take services from us or engage with us and our use of your information will be governed by contract terms. Giving this information to us is therefore your choice. If you choose not to give all or some of it to us, this may affect our ability to provide the services you want, to you. In particular, we may rely on this condition for processing in the following scenarios:-
In the United Kingdom, we can also use personal information where the benefits of doing it are not outweighed by the interests or fundamental rights or freedoms of individuals. The law calls this the “Legitimate Interests” condition for processing. Where we rely on it, the benefits being pursued by us are:-
We share your personal information only with those persons who need to handle it so we can provide the Experian products and services you’ve signed up to. We also share it with companies within the Experian group who manage some parts of the services for us; with suppliers who provide services to us which require access to your personal information only; and with resellers, distributors and agents involved in delivering the services we provide where necessary for them to do so.
Lastly, we may also provide your personal information to fraud prevention agencies. This is to protect the Experian group of companies and our customers, to keep our systems secure, or where it’s necessary to protect either yours or our best interests.
As a member of the Experian group of companies, we can benefit from the large IT infrastructure and expertise that exists within our business. This means that the personal data you provide to us may be accessed by members of our group of companies for support and administrative purposes.
We use a number of service providers to support our business and these service providers may have access to our systems and data in order to provide services to us and/or to you on our behalf.
We sometimes use organisations to help provide our products and services to clients and customers. Personal data may be provided to them in connection with this purpose.
We will check your details with the records we hold and share with fraud prevention agencies. If false or inaccurate information is provided and fraud is identified, we will record this and details will be passed to the other fraud prevention agencies. Law enforcement agencies may access and use this information.
We and other organisations may also access and use this information to prevent fraud and money laundering, for example, when:
Please contact us at Experian Ltd, PO Box 8000, Nottingham, NG80 7WF if you want to receive details of the fraud prevention agencies. We and other organisations may access and use the information recorded by fraud prevention agencies from other countries.
The police, other law enforcement agencies, regulators, as well as public bodies such as local and central authorities can sometimes request personal information. This may be for the purposes of preventing or detecting crime, apprehending or prosecuting offenders, assessing or collecting tax, investigating complaints or assessing how well a particular industry sector is working.
In some circumstances, we will share credit report information and your personal information (such as name and address) with brokers, lenders and providers of credit and financial products themselves for purposes that may include:
You can obtain a copy of the information we hold about you. See section Your rights to how we use your personal information for further information on how you can do this.
Experian is based in the UK, which is where our main databases are. We also operate elsewhere in and outside the European Economic Area, so we may access your personal information from and transfer it to these locations as well. Don’t worry though, any personal information we access from or transfer to these locations is protected by European data protection standards.
While countries in the European Economic Area all ensure rigorous data protection laws, there are parts of the world that may not be quite so rigorous and don’t provide the same quality of legal protection when it comes to your personal information.
To make sure we keep your personal information safe, we apply strict safeguards when transferring it overseas. For example:
It is important that you understand your rights in relation to your personal information and how you can contact us if you have questions or concerns.
If you’ve given us consent to process your personal information, you have the right to withdraw that consent at any time by contacting us on email@example.com. You can also make changes to that preference in your Experian account.
You can also ask for access to the personal information we hold about you and request that we correct any mistakes, restrict or stop processing or delete it. It’s worth noting that in some cases if you do ask us to correct, delete or stop processing it, we won’t always be required to do so. If that is the case, we will explain why. The statutory fee is £10.00, except in the case of obtaining a copy of your credit report, for which the statutory fee is £2.00.
In certain circumstances (e.g. where you provide your information to us (a) with consent to process it or (b) where the processing is necessary for the performance of our contract with you) you can require that we provide the information we hold about you either to you or a third party in a commonly used format. This only applies if we are processing it using automation only. If you would like more information about this, let us know by contacting us at firstname.lastname@example.org.
We will try to ensure that we deliver the best levels of customer service but if you think we are falling short of that commitment, please let us know by contacting us at email@example.com.
If you're still unhappy with any aspect of how we handle your personal information you also have the right to contact the Information Commissioner’s Office (ICO), the supervisory authority that regulates handling of personal information in the UK. You can contact them by:
You may also see our full complaints handling procedure and how to make a complaint. If we cannot resolve things under that procedure, then you may have the right to refer your complaint, free of charge, to the Financial Ombudsman Service. The contact details for the Financial Ombudsman Service are: Telephone: 0300 123 9 123, or from outside the UK +44 20 7964 1000 E: firstname.lastname@example.org W: www.financial-ombudsman.org.uk Financial Ombudsman Service Exchange Tower London E14 9SR
You also have the option to register your complaint using the European Commission Online Dispute Resolution (ODR) platform. This is a web-based platform that is designed to help consumers who have bought goods or services online to deal with issues arising from their purchase.
Online privacy and security is the most important aspect of any customer service and we take it extremely seriously. We use a variety of the latest technologies and procedures to protect your personal information from unauthorised access, destruction, use or disclosure.
We restrict access to your personal data to those employees, and third parties, who need to know that information to provide products or services to you. We maintain physical, electronic, and procedural safeguards to protect your personal data.
Experian protects your information over the Internet by using secure web server technologies, which allows web browser programs (such as Microsoft Internet Explorer) to interact with Experian's web server via an encrypted session. Experian employs a Secure Sockets Layer (SSL) connection that provides an encrypted connection between your computer and Experian. The 128 bit encrypted connection scrambles ordinary text or data into cypher text to safeguard sensitive information during its journey across the Internet. The information is decrypted, or put back into a readable format, when it reaches its intended destination. When you visit any Experian website you may move in and out of secured areas. Any time that you are on a registration page or viewing your personal credit report, you will be in a secured area.
We’ll keep your personal information for as long as we need it to provide the Experian products and services you’ve signed up to. We may also keep it to comply with our legal obligations, resolve any disputes and enforce our rights. These reasons can vary from one piece of information to the next and depend on the products or services you’re signed up to, so the amount of time we keep your personal information for may vary.
In all cases, our need to use your personal information will be reassessed on a regular basis, and information which is no longer required for any purposes will be disposed of.