Ask a question

What is the Credit Score feature?

The Credit Score feature lets you check your credit score for free in your mobile app. Your credit score is provided by TransUnion International UK Limited, trading as TransUnion.

We continually make improvements to the credit score feature which include:

  • Credit Score History – This functionality informs you if your score has improved or decreased since you last checked your score on the mobile app.
  • Personalised Factors – Under Score Details we now tell you about any Positive or Negative factors that are impacting your score and how these are perceived by lenders.

How does Credit Score benefit me?

The Credit Score feature provides free access to your personal credit score and gives you an indication of your credit health. Your credit score may be taken into consideration by some lenders when assessing you for credit cards, loans and mortgages. Your credit score is provided by TransUnion.

We continue to make enhancements to the Credit Score feature to help you understand how you can improve your score. You can now see if your score has gone up, down or stayed the same since you last checked your score. Also, under My Score Details you can now see any positive and negative factors impacting your score.

I have recently changed address. Will this affect my score?

This may affect your score if the address details we share with TransUnion are not up to date.

To ensure your score is as accurate as possible, you will need to use your most up to date details. If you change your address after registering for the credit score feature, and have notified us of this change, please disable the feature to opt out. To disable the feature, go into the PROFILE section of your app, select the Settings tile, select Credit Score and then Turn off credit score feature. This will automatically disable the credit score feature.

To get your updated score, simply access the Credit Score feature by opting in again. This will provide the necessary consent TransUnion needs to recalculate your score using your new address details. Please be aware that for recent current address changes you have provided to your current lender(s) it could take 4-6 weeks for these changes to be reflected on your credit file and in your Credit Score.

Where do I find Credit Score on the Mobile App?

Log in to your app and tap on your customer icon in the top right of the screen to access your PROFILE and select 'Credit Score' from the list or you can also click on Apply from the options on the bottom of the app and click on the 'Credit Score' tile. We continue to make the feature more prominent in the app and you can now also view your credit score by selecting your Loan or Credit Card account and selecting the 'Credit Score' tile.

How do I access Credit Score?

Once you have selected Credit Score you will be guided through the steps needed to access your credit score. Once you read the opt-in agreement and are happy to proceed, you will need to accept the agreement before going on to view your credit score from TransUnion.

Please note that the Credit Score feature is only available to customers who have downloaded the mobile app, have a UK address and are at least 18 years old.

Will using this feature affect my credit history or impact my credit score?

No, using this service will not affect your credit history or your credit score.

Why am I seeing personalised offers within the credit score feature?

As part of the credit score service, we may display personalised offers that might be of interest to you. These help provide an awareness of products we offer and there is no guarantee an application will be approved.

How else can I check my credit score other than the mobile app?

Credit Score is currently only available on the mobile app as this is the quickest and easiest way to access your finances on the go.

Which credit reference agency is used?

TransUnion, one of the UK’s leading credit reference agencies.

Does my score make me eligible for all product offerings?

No, your score is a general indication of your credit health. Lenders use a range of criteria to determine eligibility for loans, credit cards and mortgages, of which your credit score is only one factor.

Why do I see a different score with other credit score services?

Each credit reference agency produces its own score based on a consumer's credit information. The credit score value itself is not comparable across different credit reference agencies as each agency uses its own score range and calculation method.

I have questions about my credit score

We have partnered with TransUnion to provide you with your credit score, which is calculated based upon public consumer data and credit file information. If you have any queries about what a credit score is and how it is calculated, please go into the Credit Score feature in the mobile app and click on 'More about credit scores'. Here, you will find out how you can 'Understand more' and 'Tips to improve'. You can also 'Take the credit score tour' where you can visit the TransUnion web page where there is further help and support including details about how to contact TransUnion should that be necessary.

I am unhappy with my score, what can I do?

The credit score you see in the mobile app is provided by TransUnion which is calculated based upon public consumer data and credit file information and not produced by the bank. So if you have any general queries about your credit score please visit the TransUnion webpage (opens in a new window).

How does TransUnion get my data?

TransUnion sources publicly available data, e.g. Electoral Register, court judgments, bankruptcies and insolvencies, and has agreements with the major banks and lenders to obtain current and historic payment records.

How do I disable the Credit Score feature after I have accessed it?

You can disable Credit Score at any time from the ‘View Credit Score’ screen. At the bottom of the screen, click ‘Disable this credit score’. This will opt you out of Credit Score feature.

What information is being shared with a third party?

To access Credit Score, the following information is shared with TransUnion: Name, date of birth and current address.

How can I improve my score?

Knowing your credit score is the first step towards improving it! You can check your credit score in the app on the Credit Score screen. You can now see the positive and negative factors impacting your score so that you can take actions to maintain and improve your score.

Can I access a credit report?

No, the Credit Score feature only provides your credit score and some high level information on the positive and negative factors that are impacting your score. If you want to find out more about credit reports you can visit the TransUnion FAQ page (opens in a new window).

What are the factors that impact my score?

You can view the positive and negative factors impacting your score from the Credit Score page within the app.

How regularly is my credit score updated?

TransUnion provide an updated score every 30 days and you can now see if your score has changed since you last checked on the credit score screen.

Does the Bank use my credit score?

The credit score is for your information and use only.

Am I eligible to see the Credit Score feature?

You can access your credit score in our mobile app provided by TransUnion, free of charge if you are a personal customer, have registered and can access the mobile app, have a UK address and are at least 18 years old.

I live outside the UK – Why can’t I use the Credit Score feature?

You must have a UK address for TransUnion to identify you and to produce a credit score.

I am under the age of 18, why can I not use the Credit Score feature?

You must be 18 or over in order to obtain a credit profile.

Are there any costs for Credit Score?

No, the feature is free to use.

Will I be notified of any changes to my credit score?

We won't notify you of any changes to your credit score. However, we will now send you a notification in the mobile app every 90 days to advise you that your credit score has been updated. Also, when you log in to the score page on the app you will see if your score has increased, decreased or stayed the same since you last checked your score.

Can I see my credit history?

No, you cannot see your credit history, however, when you log in to the Credit Score feature within the mobile app, you will now be able to check if your score has gone up, down or remained unchanged since you last checked your score in the app.

Why am I seeing a Data Mismatch Error when I use the Credit Score Feature?

  1. Contact the bank to check your address held on file is your current address and is in the correct format – the format should be in line with the Royal Mail Address Finder (opens in a new window)
  2. If you address is correct, check we hold your Name and Date of Birth correctly on file
  3. If any of your details are updated please allow up to 72 hours for any changes to take effect with the bank systems
  4. If your details are correct or you still see a Data Mismatch error screen after updating your details and waiting 72 hours, please visit the TransUnion web page (opens in a new window) for more information and details on how to contact them.. You may also want to consider contacting TransUnion to ensure they hold the correct Name, Address and DOB details for you and also ensure your TransUnion credit profile is fully up to date by making sure that all credit products (Credit Cards, Loans, Mobile phone contracts etc) including those held with other credit providers are registered at your primary address and are in the same name
  5. Finally, please check your Credit Report. If your report highlights any CIFAS loadings in your name these may impact your ability to obtain a Credit Score via the mobile app feature. Please contact CIFAS via https://www.cifas.org.uk/ (opens in a new window) if you require further information or the lender who applied the CIFAS loading to make any disputes.

Why am I seeing an Address Formatting Error when I use the Credit Score Feature?

  1. Please ensure your bank account is registered to a UK address as non UK resident customers cannot use the credit score feature as TransUnion need to match your details to a UK address in order to provide you with a credit score
  2. If you hold a UK address please contact the bank to ensure we hold your current address on file and is in the format used by Royal Mail Address Finder (opens in a new window)
  3. If your address is updated please allow up to 72 hours for any changes to take effect with the bank systems
  4. If your address details are correct or you still have problems after updating your details and waiting 72 hours, please visit the TransUnion web page (opens in a new window) for more information and details on how to contact them

Why am I seeing a System Failure Error when I use the Credit Score Feature?

  1. If you receive a System Error message please wait up to 24 hours and then try again
  2. If the error persists please ensure you have the latest version of app installed on your device and/or uninstall and reinstall the mobile app