BT Credit Files explained

We share information with Equifax Ltd, so you should raise all queries with them. There's a very important reason why we ask you to contact Equifax in the first instance. Equifax will mark your credit file as in query so it will have no further impact on your credit file until the query is resolved.

How we use credit file information

We use data held about you by these two credit reference agencies:

  • Experian
  • Equifax

In return we make a record of how you conduct your account. This information is provided to the agencies automatically each month.

When you apply for a contract with us the credit search will show for 12 months. After this it’s automatically removed from your credit file.

Late payments and defaults

A late payment will show when a bill is paid late. If it’s two months late, it will show as a ‘2’, three months late will show as a ‘3’ and so on.

A default happens if your bill is paid late for six months in a row. Your account will have been through the full collections cycle before we add a default. Since we’re not regulated by the Consumer Credit Act, we’re not obliged to write to you to tell you there’s a default on your account or to provide a copy of the original agreement.

When you pay your account after a default your credit file will show as ‘satisfied’, but the default record will stay on your credit file for six years.

If you're declined credit becuase of late payments or defaults

You’ll need to contact the lender who has declined your application to appeal against their decision if you’re declined credit because of late payments or defaults on your account.

If you’re having difficulties paying your bill

If you are having trouble paying, please don’t cancel your Direct Debit or fail to make a payment. This could seriously impact your credit file and affect your chances of obtaining credit in the future.

Our specialist team can discuss your options and minimise the risk to your credit file. Call them on 0800 800 150.

We're open:

  • Monday to Friday 8am to 9pm
  • Saturday 8am to 8pm
  • Sunday 9am to 6pm

Living with someone with poor credit history

It won't affect your credit score if you share a house or flat with someone or move to a property of someone who has a poor credit history, unless you are financially connected to each other. 

How to query your credit file

Both agencies must response to a query within 28 days.


Contact Equifax:

  • Online - visit the Equifax website
  • By phone - call 0800 014 2955
  • By post - write to Equifax Ltd, Customer Service Centre, PO Box 10036, Leicester, LE3 4FS


Contact Experian:

  • Online - visit the Experian website at
  • By phone - calll 0344 481 8000
  • By post - write to Experian Headquarters Talbot House, Talbot Street, Nottingham, N80 1TH

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