We provide additional support to customers with a range of accessibility issues or disabilities.
We are committed to providing accessible services to all our customers and are proud to be the first credit reference agency in the UK to offer British Sign Language (BSL) support videos.
Here we cover the most common topics, but if you have any issues accessing our services that aren’t listed below we’d love to hear your suggestions. Scroll down for contact details.
Blind or visually Impaired
If you have any visual impairment that makes it difficult to view your standard credit report online or in print, you can order your credit report in audio, braille or large print.
To order your credit report you can call us on 0344 481 0800.
How to order your audio, braille or large print report
When you contact us for an audio report, you will need to provide us with the following information:
- Full name
- Date of Birth
- Address history for 6 years
- Length of residency at each address
- Contact telephone number
- Font size required (if large print) – we generally recommend 18 for visually impaired customers.
When your credit report arrives, we will provide you with a contact number to speak to the team directly.
You can contact us online, or at write to us if you have any questions
Consumer Help Service
PO Box 9000
If you need any help using adapting technology to improve how you view things, you can go directly to the Royal National Institute of Blind people (RNIB).
Deaf, hard of hearing or speech impairment
If you are deaf, hard of hearing or have a speech impairment we can help you access your credit report and find any information you need.
British Sign Language (BSL)
We’ve covered topics such as:
- What is a credit report?
- What is a credit score?
- Why you should check your report and score
- How to improve your score
- Being refused credit
- Credit myths
You can view the full range of videos on our YouTube channel.
You can also check out our FAQs which has a lot of information about your credit report and what’s on it.
Next Generation Text service (NGTS)
You can contact us using the NGTS on either a textphone or by downloading the app. An operator will join the call and relay your typed messages to us.
It’s an easy to use service and since they’re fully regulated and compliant with GDPR, which means all your details are kept confidential when using this service to speak to us.
To contact us using this service, just dial 18001 – followed by our contact number (0800 013 8888).
So in full dial 18001 0800 013 8888.
You can order your free statutory credit report, or use CreditExpert to view your full credit report and score online. It’s free for 30 days if you’re a new customer and then £14.99 a month, and you can cancel at any time.
You can also check your free Experian Credit Score, updated every 30 days when you log in. You can download the Experian app to check in and track your score.
If you have any queries about your report and don’t want to contact us by telephone or NGTS, you can fill in this simple form online.
We recognise the importance of providing a website that is inclusive and available for all users.
We believe that this website meets or exceeds the requirements of the Priority 1 checkpoints of the World Wide Web Consortium Web Accessibility Initiative (WCAG WAI) 2.0 guidelines.
• Colour contrast
We have checked text and background colour combinations to ensure that the contrast is sufficient and we have also ensured that information is not referenced by colour alone.
• Style sheets
We have used Cascading Style Sheets (CSS) to control the presentation of pages and have used properly structured mark up for content. If style sheets are not supported or are turned off, information on the site can still be accessed and read.
Additional support needs and contacting us
If you have any other needs that you feel we should take in to account, then please let us know. We are always working to ensure everyone gets fair access to their credit report and services.
Call on 0344 481 0800
Use our simple online form to contact us regarding any query or additional support you need.
Customer Support Centre
PO BOX 9000