How to dispute an account that isn’t yours on Equifax
Spotted an account on your Equifax report that you’ve never seen before? Don’t panic — it’s more likely a mixed file than fraud. Equifax’s matching algorithms sometimes link someone else’s data to your profile.
Either way, it needs fixing. Here’s how to sort it out with Equifax.
Key takeaways
- Free to dispute — your legal right under CCA s.159 and UK GDPR.
- Equifax must respond within 28 days.
- Lender has 21 days to respond to Equifax’s enquiry.
- Check your Equifax report free via ClearScore.
How to dispute with Equifax
Use the Online Help portal. If you suspect a mixed file, select “Financial Account information”. If you suspect fraud, select “CIFAS/Fraud information”.
Provide proof of identity and explain the account isn’t yours. Equifax contacts the lender to verify.
You can also raise this through ClearScore, which feeds through to Equifax.
Equifax-specific tips
Equifax has separate dispute categories for mixed files (“Financial Account information”) and fraud (“CIFAS/Fraud information”). Choosing the right category helps speed up the investigation.
Evidence you’ll need
- You’ll need proof of identity (passport, driving licence, or birth certificate), proof of address (utility bills, council tax), and your date of birth and National Insurance number to help Equifax distinguish you from the other person.
- Upload through the Online Help portal at help.equifax.co.uk/EquifaxOnlineHelp. If you suspect a mixed file, select “Financial Account information”. If you suspect fraud, select “CIFAS/Fraud information” — choosing the right category speeds up the investigation. Standard formats (PDF, JPEG, PNG) are accepted. For postal submissions, send copies to PO Box 10036, Leicester, LE3 4FS.
Timeline
Equifax contacts the lender to verify the account holder’s identity. The lender has 21 days to respond — shorter than the other CRAs. Mixed file disputes typically resolve within 2–4 weeks once the mismatch is confirmed.
Equifax confirms receipt within 24 hours and adds a dispute flag visible to lenders. If you disputed through ClearScore, Equifax creates an Online Help account for you to track progress.
If your dispute is rejected
If Equifax can’t resolve the mixed file, escalate to the ICO — a mixed file is inaccurate personal data under UK GDPR, and the ICO can order Equifax to correct it.
For re-submissions, try the alternative dispute form at disputeuk.zendesk.com. Formal complaints go to [email protected] or call 0800 014 2955. If you suspect identity fraud rather than a simple mixed file, use the “CIFAS/Fraud information” dispute category.
FAQs
Should I report a mixed file to Action Fraud?
No. A mixed file is a data error, not a crime. Only report to Action Fraud if you believe someone has deliberately used your identity.
Can a mixed file happen on Equifax but not the other CRAs?
Yes. Each CRA uses different matching algorithms, so a mixed file may appear on one CRA but not others. Always check all three.
Dispute this on another CRA
Other disputes on Equifax
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