EE Community Support Team

How does EE use my credit file information?

In this post we’ll cover queries on your credit file, how contracts can affect your credit rating and how we can help if you are unable to pay your bill.



How does EE use credit file information?


EE uses customer data held by credit reference agencies to come to a decision on any application you make.


The three credit reference agencies we use are:


  • Experian
  • Equifax
  • Call Credit


In return for having access to this information we have a reciprocal agreement with the above agencies whereby we record a true reflection of how you conduct your account and update the agencies each month.


When you apply for a contract with EE, the credit search will be recorded on your credit file for 12 months. After this period, it will automatically be removed from your credit file.



What are late payments and defaults?


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


A default is the result of a bill or bills being paid late for six months in a row.


We’re not required to write to customers to tell them we are recording a default on their credit file or provide a copy of their original agreement.


See our understanding credit files Help pages for further information.



I'm having difficulties paying my bill; what do I need to do? 


If you are having trouble paying your invoices, please don't cancel your Direct Debit or just not make a payment. Doing this could seriously impact your credit file and affect your chances of obtaining credit in the future.


We have a specialist collections team who can discuss your options around payments in times of difficulty, in order to minimise the risk to your credit file.


If you find yourself in this situation, please see our unable to pay bill Help pages for further information.



Some useful credit file information


  • EE shares your payment history with credit reference agencies. This information may be used by other lenders and will affect your credit rating and ability to gain future credit if any defaults are made.


  • When moving between either Orange or T-Mobile to EE your credit file will show as closed on your old account and open on your new EE account.


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


  • If you are declined credit due to late payments or defaults on either your Orange, T-Mobile or EE account that are correct, you will need to contact the lender who has declined your application to appeal the decision. The reason for this decline will be down to their credit decisions.


  • EE is recording a true reflection of how you conducted your account, therefore no amendments can be made.



How do I query my credit file?


There are 4 ways to query something on your credit file;


1. Via Chat 


Click on this link between 9-5, Monday to Friday: http://ee.co.uk/help/accounts-billing-and-topping-up/billing-and-payment/understanding-credit-files


2. Via email to us

Orange, T-Mobile and EE – crqueries@ee.co.uk

3. Via a credit reference agency

Experian – experian.co.uk

Call Credit – callcredit.co.uk


4. Send a letter to our credit referrals team

Credit Referrals Team


6 Camberwell Way

Doxford Park




Please ensure you provide all of the following details in order for us to review your query:


  • Your full name
  • Your address including postcode
  • A contact telephone number
  • As much detail around your query as possible


We will aim to respond to queries via email within 48 hours but queries by post may take a little longer.


If you find something on your credit file that you don't recognise and believe to be fraudulent please get in touch as soon as possible, so that we can investigate.


Please tap reply if you have any further questions.

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