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TSB customer? You may need to check your credit file is up to date

TSB customers should urgently check their credit scores after the bank admitted there were delays updating the credit references following its major IT problems in April.

The bank said there have been delays updating the three UK credit agencies, Equifax, Experian and TransUnion (formerly Callcredit), about its customers – meaning some credit scores may be out of date, which could affect their ability to borrow money.

Following initial concerns raised in a Which? story, TSB confirmed to MoneySavingExpert the delays began in April, but said it started sending over the information in July and from September everything should be up to date.

The latest problems follow a major IT meltdown in April, which left customers locked out of their accounts, direct debits cancelled and a huge rise in fraud cases. TSB has confirmed the credit score delays are linked to the IT problems from earlier this year. See our TSB banking chaos – your rights guide for more information.

You can check your credit score for free using our Credit Club, plus see our Credit Scores guide for more information.

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What does TSB say?

A spokesperson said: "Credit files for our customers are updated each month. Since April there has been a delay in sending this information to the credit agencies.

"The credit agencies are aware of this and we have been working with them closely to ensure no customers are impacted.

"We're expecting to send the August data over to them in the normal way at the start of September."

If you're a TSB customer check your credit score

Credit scores are measured on a number of factors including your income and any financial debts you have. This means that pinning down the precise reason for any score change can be difficult.

If you have any concerns, the first thing you should do is check your credit score and ensure all of the information is up to date.

If your financial status has changed significantly between April and August this year, for instance if you cleared any debts you had with TSB, then this may not have been updated.

TSB says it has now sent the relevent information across to the credit agencies and expects the files to be fully up to date from September, so you may need to keep checking your credit file next month to ensure it is fully up to date.

You can check your credit score for free using our Credit Club, plus see our Credit Scores guide for more information.

I think I've been affected by the credit score issues – what should I do?

If you think the delays have caused you problems, say when you've applied for credit, you can contact both TSB and the credit reference agencies and ask them to amend your file.

A spokesperson for TSB said: "If any customer has been impacted, then we'd encourage them to get in touch with us ASAP and we'll work with them to put things right."

An Experian spokesperson said: "We encourage anyone concerned about the information on their credit report to contact us so we can help.

"An individual could challenge any credit refusal they believe to have been significantly influenced by this issue by speaking to both that lender and to TSB. People can also add a 'notice of correction' to their credit report if they wish to alert future lenders to relevant additional information."

A spokesperson for TransUnion said: "If the customer believes there is an error, they can follow the process outlined on our website and should either notify TSB directly, or we can raise a dispute on the customer's behalf. If the information is confirmed as inaccurate, the necessary amendment will be made and updated in the next file of data sent to us.

"We remain committed to ensuring that data relating to consumers is kept accurate and up-to-date and are taking all possible steps to support TSB in rectifying this."

Equifax also confirmed that if customers found any irregularities in their credit score, they can contact it directly.

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