How to get a credit report?

You have the right to access your credit report from Experian. You can obtain your credit report free of charge once every 12-months. If you require additional reports during that period, you can email us at na.consumercare@creditinfo.com or call us on +27 861 51 41 31 (*Standard call rates apply) and we will provide you with your credit report at a small fee. You will be required to submit the following information for us to process your request.

– Proof of Identity
– Name
– Surname
– Date of Birth
– Contact information (e-mail address, telephone number)
– Financial Card Number, or any of the following officially recognised documents: National Identity Card, Passport, Drivers Licence, NSSF Card or Voters Card.

How to log a dispute?

If you feel that the information on your credit report is incorrect, you can contact Creditinfo’s Information Integrity (Disputes) Department to request that your information is reviewed and corrected. Creditinfo’s Information Integrity (Disputes) staff have the knowledge and skills to assist you in resolving queries on your credit report. You can email the team at na.consumercare@creditinfo.com or call on +27 861 51 41 31 (*Standard call rates apply).
You will be required to submit the following information for your request to be processed.

– Proof of Identity
– Name
– Surname
– Date of Birth
– Contact information (e-mail address, telephone number)
– Financial Card Number, or any of the following officially recognised documents: National Identity Card, Passport, Drivers Licence, NSSF Card or Voters Card.
– Detailed reason(s) for logging the dispute (Dispute Forms for Individual Borrowers and Non-Individual Borrowers attached).

We may require additional information for your request to be processed accurately.
According to the Guidelines to Participating Institutions on Credit Data Standardisation and the Implementation of Credit Reference Services issued by Bank of Uganda, complaints by borrowers are to be addressed immediately and in any case not later than 20 business days for full complaint resolution. If your information is updated on your credit report after investigation with the responsible financial institution(s) because of your dispute; we will provide you with a copy of your updated credit report.

If your information is not updated on your credit report after investigation with the responsible financial institution(s) because of your dispute; we will provide detailed feedback as to the reasons why we could not process your request. If you are not in agreement with the outcome of the investigation you can contact the financial institutions directly for further assistance.