To ask Her Majesty's Government what assessment they have made of (1) the operation of UK credit scoring agencies; and (2) reports that such agencies have closed their telephone helplines but continue to blacklist customers whilst their automated systems are not functioning effectively.
3 April 2020
The Government recognises that the outbreak of COVID-19 may lead to consumers facing financial difficulty and uncertainty. The Government is working closely with industry, including credit reference agencies (CRAs) and the Financial Conduct Authority (FCA) – the regulator responsible for CRAs – to ensure that consumers are not treated unfairly as a result of this crisis.
Some CRAs have experienced operational difficulties with respect to its telephone helplines due to a reduction in call centre capacity. CRAs’ online portals are available for customers to make any inquiries while these issues are being resolved.