Fast facts

Consumer enquiries

In the UK consumers can request their credit report for a nominal fee (currently £2 or £3.50 if requested by phone). We handled over 800,000 related queries: 600,000 by phone and 230,000 by letters and emails.

Brazilian law obliges Serasa to notify consumers when a new credit file or an amendment to a file is created, and last year it sent out 72 million notifications.  Brazilian consumers also have access to Serasa’s call centre, which handled over half a million enquiries last year. Its “Free of Charge Citizen Guidance Service” fielded another 2.2 million queries and issued over half a million official documents (Notarial Certificates or Official Letters).

Indicators of performance

We measure a number of indicators of the consumer’s experience, for example in the US we have a goal that telephone callers should hold for no more than three and a half minutes – against which we recorded 100% success.  Similarly, all disputes were processed in less than the 30 (or in some cases 45) days required.  In the UK, we are obliged to respond to credit report applications with seven working days and to written credit report queries within 28 days. On average, credit report applications were responded to within three days and written queries were answered within five. The average waiting time for consumers phoning with a query was 1 minute 36 seconds.

Consumer information

Our guide to preventing identity fraud is available here.

Our full range of consumer information brochures and support lines can be obtained through our regional websites:

UK and Ireland: www.experian.co.uk/consumer/learningzone.html
US: www.experian.com/identity_fraud/index.html
Latin America: www.serasa.com.br/us/empresa/servicos/servicos_guias.htm

Our full range of services

To understand more about our range of services, the publication Explaining Experian is online this year and gives a full description of all aspects of what we do.

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