Communicating with customers

Experian’s work has a direct affect on people’s lives. Other sections of this Report have shown how our products and services affect society and how we ensure that we use data responsibly. Much of what we do is for other companies – companies whose customers are, of course, consumers – but every year we communicate directly with millions of consumers ourselves.

In many countries our work as a credit bureau brings with it a responsibility to respond to consumers' questions about the data on their files.

In the US and UK we manage large-scale consumer education programmes to demystify the credit reporting and credit granting processes and to help consumers understand how to use their credit reports as financial management tools.

Beyond this, we work actively to increase consumer financial literacy and capability and to raise awareness of specific topics such as identity fraud.

Millions of consumers now are direct customers of Experian through our Interactive businesses. We communicate regularly with these customers just as with our business clients.