Most common FAQs

General

What is Experian Marketing Services?

It's a business team at Experian. We gather, analyse, combine and process data to help organisations communicate more effectively, saving them (and you) time and money.


What is the GDPR?

GDPR stands for General Data Protection Regulation. It's a piece of European legislation, implemented into UK law, that updates and strengthens data protection for people. Under GDPR, all organisations need to provide you with clear and easy to understand information about what happens to your personal data. This is so that you can have better control over how your personal data is used, especially when it comes to choosing your marketing preferences.


What is the Consumer Information Portal?

We have created the Consumer Information Portal (or CIP) so that you can see how we process personal data to support organisations with their marketing and advertising. We have designed the CIP to make it really easy for you to opt out of us using your data in this way, if you'd like to do so.


Is my credit data used by Marketing Services?

We use only very limited amounts of credit data and only in a very limited number of circumstances. We never use it to help organisations select you for offers or advertising. We do use it, for example, to help lenders avoid sending inappropriate financials promotions to people who may be vulnerable. You can find a full explanation here.


Does marketing data affect my credit score?

No. The information we gather to help organisations with their marketing does not impact your credit score.

Your personal data and how we use it

What personal data do you obtain?

We get data from a variety of sources, including:

  • Data partners we trust;
  • Publicly available data, such as the Edited (or “Open”) Electoral Roll or the register of County Court Judgments;
  • Consumer and market research surveys;
  • Credit activity data (although we only use limited data for limited purposes).

We obtain two categories of data;

  • Personal data – any piece of information that could identify you, such as your name and postal address
  • Non-Personal – This is anonymised data that can't identify you, or where any personal data has been removed

To find out more about the personal data we obtain in "The Data We Obtain" section, click here.


What products do you build from personal data?

You can find details about the products and services we build in the How we use your data section.


Do you carry out profiling on me?

We create "profiles" by building segments and models which describe the likely characteristics of groups of individuals, households or geographic areas. These profiles allow organisations to make sure their marketing is being sent to people who are most likely to be interested in it.

For example, a council can use profiling to see which of their local residents are most likely to find targeted mobile library services useful, so that they can make sure they're going to the right places. These statistical segments and models represent our opinion about the likely characteristics of groups of individuals or households. They are not, and not intended to be, statements of fact.

Mosaic is an example of one of the profiling products that we build. You can see the Mosaic type associated with your postcode here.


What right or consent do you have to process my personal information?

Data protection law, including the GDPR, means that every organisation must have a lawful ground, or reason, for processing any personal information about an individual. We process your personal data under a lawful ground called 'legitimate interest'. You can find out more here.


Are my details on your marketing file?

It's easy to find out - please complete the form on the Check if you are on Experian's marketing file page and we'll process your request.


How can I see what personal data you hold on me?

If you want to see every piece of data Experian holds on you, including in our marketing services business, and on your credit file, you can make a Data Subject Access Request (DSAR). You can do this at https://experian.co.uk/consumer/data-access/confirm.html


Who do you provide my data to?

We’re a trusted partner for many of the world’s most recognised brands as well as many small and medium-sized businesses. We help our clients to better understand their existing customers and find new ones.

We only work with clients that pass our regulatory and compliance checks and we put in place contractual restrictions. Of course, both us and our clients have legal obligations to comply with data protection and other laws.

To find out more about who we work with, click here.

Your data rights and opting out

What are my data rights?

Data protection law, the GDPR, requires that organisations use your personal data properly and legally. The rights that GDPR gives you about us include:

  • Right to be informed – understand what we do with your personal data
  • Right of access – see what personal data we hold about you
  • Right to rectification – Correct any information that we have about you and that you think is wrong
  • Right to be forgotten – in limited circumstances, you can ask us to delete your personal data
  • Right to restrict processing – for example, to opt-out of us using your data to supply marketing services to organisations
  • Right to portability – the right to move your personal data (although this has limited application to the type of data processing that we do)
  • Rights in relation to automated decision making and profiling – the right to understand whether we use your personal data in decision making and profiling and, for example, to opt-out

Some of these rights are subject to certain circumstances and will not always apply. You can find more details here.


What does "opting out" mean?


How do I opt out from Experian’s Marketing Services?

To opt out, head to the home page and select opt out, and then complete the forms.

So that we can continue to respect your choice, we’ll need to keep the minimum amount of personal data about you to make sure that we keep you excluded.


Can you delete all data about me, including the suppression files?

Yes, we can delete any data that we hold about you on our marketing databases.

However, if the reason that you want us to erase data about you is because you do not want to receive marketing communications, then deleting records is unlikely to achieve this. This is because we might legitimately receive data about you again at some point in the future but we won’t have any record that you do not want to receive marketing communications.

If, instead, you opt-out, we will keep a minimum amount of data about you so that we can make sure that we do not process any data about you in the future for marketing purposes.

If you still want us to delete your data from our marketing databases, including from our suppression file, please contact us:


How can I opt out of other organisations using my personal data?

If you want to stop receiving direct marketing from other organisations, there are some simple steps you can take. You'll find details of how to do this on our Opt Out Options page, under the question 'Want to opt out of other organisations using your data?'.


I don't agree with the Mosaic type allocated to me. Can I correct it?

Most of the data we hold in our marketing database is not “real” data. Instead, much of it is modelled data and segments. We create these using statistical methods to provide insight for our clients into the likely characteristics of individuals, households and geographic locations in the UK. An example of this sort of data is our Mosaic types.

A Mosaic types is not a statement of fact about you, it is a statistical model representing our view of likely characteristic. As a result, we cannot change the Mosaic type allocated to you.

However, if you think other actual personal data we hold about you is inaccurate or incomplete (such as your name or address), you can ask for it to be corrected or completed under your ‘right to rectification’. You can contact our customer services team at customerrelations@uk.experian.com to do this.


My details on marketing material sent using your data aren’t correct. How can I get it amended?

If you think the contact details we hold about you are inaccurate or incomplete, you can ask for it to be corrected or completed under your 'right to rectification' by contacting our customer services team at customerrelations@uk.experian.com.

Experian Marketing Services hold very little actual data about individuals, it's limited to contact information (such as name and postal address), your self-reported date of birth and/or your insurance renewal date.

We don't collect this data directly from you but receive it (where available) from, for example, our data partners where they have appropriate legal basis to share it with us. If you believe that any of this data is inaccurate, please let us know so that we can amend it. We'll keep a record your request.

How we protect your data

How do you keep my data safe and secure?

Protecting, securing and using your data in the right way is our highest priority and we keep those principles at the heart of the way we do business. We do this because it's the right thing to do, not just because it's a legal obligation.

Because we take data security seriously, we take lots of actions, such as:

  • We regularly review the commercial organisations from whom we source data;
  • We regularly review our clients marketing activities to make sure they’re using our data in the right way;
  • We only work with clients where we are satisfied that they are not offering products and services that could cause detriment to you, be intrusive, or create risk for the vulnerable
  • We’re members of relevant industry bodies, such as the Data & Marketing Association (DMA). You can look at our entry on the DMA's website.
  • By following industry codes of practice that always put people first, we can ensure we're meeting high standards in marketing practice.

We're continually looking to improving our safeguards and controls. We do this to ensure:

  • We comply with industry best practice
  • Our suppliers and clients safeguard your data
  • We use the minimum data required
  • The quality & accuracy of personal data
  • We're honest about how we collect & use your data
  • Your data is secure here in the UK and overseas
  • We only keep your data for a reasonable time
  • We constantly protect your data and rights

Who uses our services?

What market sectors do your clients operate in?

We work with many of the brands and organisations you’ll be familiar with across a mix of market sectors, such as;

  • Automotive
  • Charity
  • Education
  • Entertainment and leisure
  • Financial Services
  • FMCG, Health and Beauty
  • Insurance
  • Lifestyle
  • Mail Order
  • Political organisations
  • Public sector
  • Publishing and media
  • Retail
  • Telecommunications
  • Travel
  • Utilities
  • 3rd Party Partners

You can find more details here.


How do clients use personal data provided to them by Experian for marketing purposes?

Our Marketing products and service help organisations to:

  • Find new customers
  • Create segments, models and make predictions
  • Solve problems using insights from data
  • Keep contact lists up to date and relevant
  • Share insights across groups

Contacts for further information

How do I contact your Customer Services team?

Whatever your question or concern, we’re here to help.

If you have a question, please contact our Customer Service team by post, telephone or email and they'll be happy to help you.

  • Email: customerrelations@uk.experian.com
  • Post: Experian Customer Service team, Experian Ltd, PO Box 8000, Nottingham, NG80 7WF
  • Tel: 0115 828 6738 (Monday – Friday 9am – 5pm) – Marketing Services line

Who is your DPO?

If you have any questions, concerns or issues about the way we are handling your personal data or want to exercise any of the data subject rights and to find out if they apply, then please contact our Data Protection Office (DPO)

  • Email: uk.dpo@experian.com
  • Post: The Data Protection officer, c/o Experian Customer Service Team, Experian Ltd, PO Box 8000, Nottingham, NG80 7WF
  • Tel: 0115 828 6738 (Monday – Friday 9am – 5pm)

Contacting us

Whatever your question or concern, we're here to help.



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General enquiries

General enquiries

If you have any concerns about anything you've seen or heard in the press regarding our Marketing Services, please call us on:

0115 828 6738
(Monday - Friday 9am - 5pm)

Have a question or simply wish to find out more about the topics covered in these pages? Call, email or write to our Customer Service team and they’ll be happy to help you.

Experian Customer Service Team,
Experian Ltd,
PO Box 8000,
Nottingham, NG80 7WF
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Data protection

Data protection

If you have any questions, concerns, or issues about the way we're handling your personal data, or want to exercise any of your Data Subject Rights (or find out if they apply), please contact our Data Protection Officer (DPO)

The Data Protection Officer
c/o Experian Customer Service Team,
Experian Ltd,
PO Box 8000,
Nottingham, NG80 7WF
0115 828 6738
(Monday - Friday 9am - 5pm)
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Raise a concern

Raise a concern

If you're unhappy with any aspect of how we handle your personal data you can contact us

Experian Customer Service Team,
Experian Ltd,
PO Box 8000,
Nottingham, NG80 7WF
0115 828 6738
(Monday - Friday 9am - 5pm)

Have a question or simply wish to find out more about the topics covered in these pages? Call, email or write to our Customer Service team and they'll be happy to help you.

After having contacted us, if you're still unhappy with any aspect of how we handle your personal data you also have the legal right to lodge a complaint with the information Commissioner's Office (ICO) the supervisory authority that regulates handling of personal data

ICO information Commission's Office
Information Commissioner's Office,
Wycliffe House, Water Lane,
Wilmslow, Cheshire,
SK9 5AF
0303 123 1113

Business Enquiries

Are you a business with a commercial interest in our products or services?

Complete our business enquiry form