Email us

Write to contact@totalcreditcheck.co.uk. It reaches the whole support team, so you do not need to find the right person or quote a reference number to get started.

When we are open

Support is staffed Monday to Friday, 09:00–17:00 (UK time). We are closed at weekends and on bank holidays.

How quickly we reply

We aim to answer every email within 24 hours. In practice that means:

  • Email us during opening hours and you will usually hear back the same working day.
  • Email us in the evening, at the weekend or on a bank holiday and we will reply on the next working day.
  • If something takes longer to resolve — because we are waiting on one of the credit reference agencies, for example — we will still reply within 24 hours to tell you where it has got to.

What to include

You will get a faster answer if you tell us:

  • The email address you used when you ordered, if you have bought a report.
  • What you were doing and what happened instead, if something on the site went wrong.
  • Which of the three agencies an entry came from, if you are asking about something in your report — the report labels every entry with its source.

Please do not email us your full card number, your password, or scans of your identity documents. We will never ask you for any of them, and we do not need them to help you.

Some things have a faster route

  • Something on your credit file is wrong. Corrections are made by the agency that holds the entry, not by us. The guide to disputing credit report errors walks through it, and we are happy to help you work out which agency to approach.
  • You want your report in a different format. Ask, and we will arrange it — see accessibility.
  • A question about your credit report in general. The help centre answers most of them, free, and its glossary defines every term the agencies use.
  • You want a free statutory report instead. Each agency provides one at no cost — see the free options.

Complaints

Tell us at the same address and we will treat it as a complaint rather than a query. If it is about how we have handled your personal data, the privacy notice also explains how to complain to the Information Commissioner’s Office.

Company details

Total Credit Check is a trading name of Piomes Ltd, registered in England and Wales, company number 16835835, registered office 71-75 Shelton Street, Covent Garden, London WC2H 9JQ. More about us is on the about page.