Your questions answered
Frequently Asked Questions (FAQ)
What is identity theft?
Identity theft is where someone obtains personal or financial information about you without your knowledge or consent. These can be taken, for example, when you are using the internet. Information such as your name and address as well as bank account and card details can be very valuable in the wrong hands. Once obtained, these details can be used to commit identity fraud, where goods and services are purchased in your name by deception.
How can I protect myself against identity theft?
We can all take steps to minimise the risk of becoming a victim of identity theft. Here are five ways you can help protect yourself:
- Take extra precautions when shopping online. For example, never use the same password for more than one account and ask your bank to arrange for a security check to appear before making online payments.
- Always check your bank statements for any un-authorised purchases.
- Never throw items containing personal information, such as bills, statements and receipts, in the bin. Always make sure that you shred them so that criminals can't piece together your details.
- Be on the lookout for fake 'phishing' emails. These are sent to you by fraudsters posing as a legitimate organisation, for instance, a bank or charity. They request that you confirm confidential information such as passwords or account numbers to them over the internet.
- Check your Credit Report on a regular basis. Your Credit Report is a summary of your financial background and status. Changes and additions to your Credit Report can be the first sign that criminal activity is taking place on some of your accounts.
What is a Credit Report?
Quite simply, a Credit Report is a summary of your financial background and status. It's based upon the information contained within your credit profile, which is compiled by a UK credit reference agency.
Everyone has a credit profile. It's very important because it affects how financial organisations deal with you. For example, mortgage lenders and credit card companies use them to make a judgement on an individual's creditworthiness. Having a poor credit profile can result in you being turned down for a loan or being charged a higher level of interest.
How do you compile my Credit Report?
Your personal Credit Report is put together by our experienced team of analysts. Written in an easy-to-understand way, it's a summary of all the information held on you within your credit profile. Your profile is produced by TransUnion, a UK credit reference agency. It contains, for example, financial information provided by lenders such as banks and credit card companies.
Which credit reference agency do you use to help put together my Credit Report?
Tenerity work with TransUnion who collect and analyse information. Collecting and analysing information received from organisations that have offered credit to consumers, they compile credit profiles for everyone in the UK. We use the information provided by TransUnion to produce your Credit Report, statements and alerts.
Do I need to be a member to view a copy of my Credit Report?
Yes, when you join Identity Secure, you will gain full access to your own personal Credit Report.
How quickly will I have access to my Credit Report?
Normally you will have instant online access to your Credit Report once you receive your welcome pack.
Who has access to my credit profile?
Whenever you apply for a loan, mortgage or credit card, your credit profile may be accessed by the lender. Other organisations with a legitimate reason to view your profile may also examine it. Monitoring your Credit Report - including who has accessed it - is all part of the Identity Secure service. You'll therefore know whenever an organisation has looked at your credit profile.
Does membership cover my partner or family?
Your Credit Report and monitoring services are specific to your own very sensitive data and so Identity Secure membership has to be on a personal basis only.
How can I view my Credit Report?
You can view your Credit Report online once you have logged into the dedicated members' area of our website. Alternatively, you can request that a copy is posted to you.
I have been declined credit by a lender, why is this?
Every lender considers different criteria when making a decision on whether to lend money. We recommend that you contact the lender in question to find out exactly why you have been declined.
Do dormant/unused accounts - such as credit cards - affect my credit score?
A small number of dormant accounts can tend to have a slightly positive effect - although if you have lots of dormant or unused accounts, then the effect can be negative. Lenders like to see a balanced picture. They will score someone lower if they have lots of active credit accounts all near their limits. However, they would also be concerned as to why someone who has a number of dormant accounts is applying for more credit. Their worry is that the person could suddenly become over-indebted if they went out and used all the credit available to them.
Are you able to make corrections to my Credit Report?
Unfortunately, we are unable to make changes ourselves as your Credit Report is based on the information provided by a credit reference agency. Only you, or the agency, can change or correct your records. You can speak to one of our trained consultants, who will discuss your Credit Report with you.
Is my Identity Secure Credit Report confidential?
Yes, absolutely. The information contained within your Credit Report remains strictly confidential between you and us at all times. We adhere to a strict code of ethics and never share any of your confidential information with an outside agency for any reason, unless we are compelled to do so by law.
Do you keep copies of my Credit Reports?
Yes, we retain copies of all the Credit Reports that you request from us. If you have any questions or queries, you can call our highly trained credit profile management team at any time. The information on your Credit Report is, of course, confidential between you and us and we never disclose it to a third party.
I've paid off some loans and credit card balances but I did make some late payments. Will these appear on my Credit Report?
Unfortunately, yes. Financial information is held for six years on your Credit Report.
How long is information held on my Credit Report?
Details of any active credit accounts, with up to three years - history, are held on your Credit Report. Accounts are generally kept on the Credit Report for six years after they have been settled.
I've forgotten my Online Password. How can I reset this?
Just click on the following link, which will take you through the steps to reset your password.
How can I change my registered email address?
Simply sign in to your account, go to the 'My Account' page and update your details.
I have received an email from you requesting some personal information. Should I respond to it?
You should never reveal personal information by responding to an unsolicited email. If you receive a suspicious email claiming to be from us, please forward it to our team at enquiries@identitysecure.co.uk and we will investigate it further. Stealing personal information through the use of fake emails is a practice which is unfortunately on the rise and is commonly known as 'phishing'.
What is phishing and how could it affect me?
Phishing emails appear to originate from a genuine company, such as a bank, charity or other legitimate organisation, and often directs the victim to a fake web site. The purpose of the email is to trick people into disclosing personal and confidential information. Once the perpetrators have your personal details, such as passwords, account numbers or login details, they can then conduct a number of different types of fraud.
How do I protect myself from phishing?
It's important to be vigilant. You should be suspicious of any unsolicited emails you receive, even if they appear to come from a trusted source. Although we may contact you by email, we will never ask you to reconfirm your login details, your full password or personal information. If you do receive any email that concerns you, please contact us and we will investigate it further.
How do I make a complaint?
We are sorry if you feel the need to complain. We want to hear from you because telling us gives us the chance to put matters right for you, and see how we can improve what we do for others.
Please contact Identity Secure on: 0344 381 4159
Email us at enquiries@identitysecure.co.uk
or write to us at the following address quoting your Identity Secure membership number:
Customer Services Manager
Identity Secure
Sentinel House
Airspeed Road
Portsmouth
Hampshire
PO3 5RF
If you remain unhappy
If we have not resolved your complaint to your satisfaction within eight weeks from when you first contacted us you may refer your complaint to the Financial Ombudsman Service for an independent review. The Financial Ombudsman is an independent public body which aims to resolve disputes between consumers and businesses. The contact details are:
Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Using our complaints procedure or referral to the Financial Ombudsman Service does not affect your legal rights.
How do I cancel my membership?
You can cancel your membership in the following ways:
- The easiest option is to login to your online account and click the 'Cancel Membership' link.
- If you have not activated your online account or have forgotten your login details, you can download a cancellation form from the website homepage. Once it has been completed, please send it by email to enquiries@identitysecure.co.uk
- Alternatively, you can write to us at Identity Secure, Operations Centre, Sentinel House, Airspeed Road, Portsmouth, PO3 5RF.
- You can also call us on 0344 381 4159*. Lines are open 8am to 8pm Monday to Friday and 9am to 5pm on Saturday (excluding Sundays and Bank Holidays).
* Calls to 03 numbers will cost no more than 01 or 02 numbers from landlines or mobiles and are included within free call packages. Please be advised calls are recorded for training and quality assurance purposes.