In this report we look at consumer views on credit reports, including their usage and understanding of them. The findings reveal that whilst consumers have reasonable understanding of their credit reports, they lack knowledge of what to do with the information and would greatly value more help and assistance from banks and others, on how to better manage and improve their credit profile. There is significant appetite amongst consumers to learn more and a clear opportunity for organisations that are prepared to engage with them.

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WBW:Workwear|June2013
©2013Conlumino
CREDIT MANAGEMENT
RESEARCH
CONLUMINO & AFFINION
SEPTEMBER 2014

2. CREDIT MANAGEMENT
RESEARCH
CONLUMINO AND AFFINION

3. Credit management report
Page
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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Affinion International Ltd
50 Charter Court, Slough, Berkshire, SL1 2EJ
01753 753338
sales@affinioninternational.com
www.affinioninternational.co.uk
Conlumino
7 Carmelite Street, London EC4Y 0BS
020 7936 6654
hello@conlumino.com
www.conlumino.com
In today’s world it is easy for organisations to gather and view information on our financial behaviour.
This information presented via a customer’s credit profile, plays a critical role in determining whether
or not we get all manner of financial services. A customer’s credit report, is a tool that consumers can,
and should, use to see how they’re likely to be viewed by lenders and take appropriate action to better
their chances of getting credit as well as monitoring for unusual activity which could be an indication
of fraud.
In this report we have looked at consumer views on credit reports, including their usage and
understanding of them. The findings reveal that whilst consumers have reasonable understanding of
their credit reports, they lack knowledge of what to do with the information and would greatly value
more help and assistance from banks and others, on how to better manage and improve their credit
profile. There is significant appetite amongst consumers to learn more and a clear opportunity for
organisations that are prepared to engage with them.
We hope you find the findings useful and interesting.
About Affinion International
Affinion International, a division of Affinion Group, provides a wide range of protection and lifestyle products that
offer value to consumers whilst building additional revenue streams and increased customer-to-brand loyalty and
engagement for its partners. The division is made of more than 1,200 employees and offers services in 17 countries
throughout Europe, Africa and South America. Over the past 15 years, Affinion International has built an
impressive client base that includes 13 of the top 20 EU banks and many of Europe’s premier brands in travel and
retail. For more information, visit www.affinioninternational.co.uk
Contact details

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Key findings in brief
• The vast majority (88%) of consumers know what their credit profile is and what it is
used for.
• A majority (70%) of those who have looked at their credit report have a reasonable
understanding of the information contained in the report.
• However, people are not stimulated into using their credit reports with only 25% of
people having looked at their own in the past year.
• Only 20% of people know what their current credit score is and almost 80% do not
know how long personal information is held on their reports. Half of people would not
know what to do to correct an error on their report.
• A key reason for apathy around using the report is a lack of understanding of what to
do with the information and how to use it effectively.
• With a third of people currently taking steps to manage their credit reports and 1 in 5
planning to do more in the future, there is significant appetite from consumers to know
more about managing their profile.
• Almost half of people say it would be helpful to know more about the steps they can
take to manage and improve their credit profile and 46% think would like their bank to
do more to help them – this rises to 57% among 25-34 year olds.

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Summary
Most people know what a credit profile is
The majority of people are aware of credit profiles and know what they are. Moreover, only 11% rate their
knowledge of what a credit report is and what it is used for as being poor. Knowledge is consistently high
across all demographic segments, although there is slightly lower awareness among the very youngest
consumers (18-24s).
But only 20% know their current credit score
Despite the knowledge of what a credit report is, only 20% say that they know what their credit score is.
Notably, younger consumers are better informed than their older counterparts, perhaps because of their
greater propensity to use credit and their wider array of financial commitments. While 27% of 25-34 year olds
say that they know their score, just 12% of those over 65% are knowledgeable. There is also a social divide with
ABC1s much more likely to know their scores than C2DEs.
Lack of knowledge about how to use reports
One of the issues appears to be that while people know what a credit report and score is they are less aware of
how to actively manage them. As such, knowing a score becomes something that is interesting rather than
something most people can put to use. Around half of those questioned said that they would like to have more
information about managing their profile. This was further reflected in the open responses with a number of
people saying that they would like guidance as to how to improve their scores and use the credit report as a
tool for doing this.
Lack of knowledge means usage is infrequent
Not seeing the credit score as a tool that can be managed means that most people do not look at their reports
frequently. Only 4.2% say that they look at their report very often with a further 16% saying that they check it
quite often. Around a third say they look at their report rarely and just under a quarter have checked it only
once. For many people, the last time they checked their credit report was a year ago or more.

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Summary
More guidance is key to increasing usage
Around half of respondents would welcome more guidance about using the report in understanding how
different elements of the credit score – such as missing a payment – affected the overall score and how the
score would change if they remedied these things. Around half would also be open to their bank doing more to
help them use their credit reports effectively.
1 in 4 are concerned about getting credit
Nearly 1 in 4 of us are concerned about being able to get credit; this rises to 40% among 25-34 year olds – the
demographic that is often hard pressed with mortgage commitments and establishing a family. In terms of
region, London the North East and Wales all have higher than average levels of concern about being able to get
credit.
But more people are intending to manage profiles in the future
The above noted, with a third of people currently taking steps to manage their credit reports and 1 in 5
planning to do more in the future, there is significant appetite from consumers to know more about managing
their profile.

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Credit profiles
Do you know what a credit profile is?
All figures are percentages who know what a credit profile is
The majority of consumers know what a credit profile is
88.0 89.2 87.1
71.7
89.3 90.2 89.5 87.7 86.0
89.5 91.8
85.8 84.8
All Male Female 18-24 25-34 35-44 45-54 55-64 65+ AB C1 C2 DE

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Managing credit profiles
Do you currently take steps to manage your credit profile?
All figures are percentages
Just under a third currently manage their credit profile
• ssss
Yes
32.4%
No
67.6%
Segment % who manage credit profile
Male 31.9
Female 32.8
18-24 36.7
25-34 39.8
35-44 33.2
45-54 32.0
55-64 25.5
65+ 29.2
AB 38.5
C1 36.1
C2 30.2
DE 25.4

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Managing credit profiles
Do you plan to do more to protect and manage your credit profile in the future?
All figures are percentages
1 in 5 plan to do more to protect and manage their credit profile in the future
Yes
20.7%
No
40.8%
Not sure
38.5%
Segment
% who will do more to
manage credit profile
Male 19.9
Female 21.3
18-24 35.0
25-34 31.0
35-44 24.4
45-54 19.5
55-64 12.3
65+ 11.5
AB 25.4
C1 23.7
C2 22.6
DE 14.4

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Managing credit profiles
Would it be helpful to know more about the steps you can take to manage
Your credit profile?
All figures are percentages
Just under half of people would like to know more about managing their profile
Segment Yes No Not sure
Male 47.9 31.8 20.3
Female 44.3 30.7 25.0
18-24 41.7 33.3 25.0
25-34 53.7 27.8 18.5
35-44 52.2 27.5 20.3
45-54 44.2 29.4 26.5
55-64 38.3 36.4 25.3
65+ 40.7 34.3 25.0
AB 53.4 29.0 17.5
C1 48.8 29.1 22.1
C2 50.0 22.6 27.4
DE 38.4 35.6 26.0
45.9
31.2
22.9
Yes No Not sure

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Managing credit profiles
Do you think that your bank should do more to help you manage
your credit profile?
46% think their bank should do more to help manage their profile
Yes No Not sure
46.0%
26.9% 27.1%
All figures are percentages
Segment
% agreeing banks could
do more
Male 47.9
Female 44.5
18-24 45.0
25-34 57.1
35-44 52.2
45-54 46.2
55-64 37.8
65+ 34.6
AB 49.4
C1 46.3
C2 53.8
DE 42.6

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Credit score
Do you know your credit score?
Some 80% do not know what their credit score is
All figures are percentages
Segment Yes No Not sure
Male 20.3 73.1 6.6
Female 19.9 72.0 8.2
18-24 18.3 70.0 11.7
25-34 27.2 64.4 8.3
35-44 23.4 69.9 6.6
45-54 21.8 71.5 6.7
55-64 14.2 79.4 6.4
65+ 12.4 79.2 8.4
AB 23.8 67.1 9.1
C1 22.1 70.4 7.5
C2 16.0 79.2 4.7
DE 16.6 76.6 6.8
20.0
72.5
7.5
Yes No Not sure

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Understanding of credit report
How would you rate your understanding of what a credit report is
and what it is used for?
Few people rate their understanding as poor
All figures are percentages
10.5
36.5
42.2
7.9
2.9
Excellent
understanding
Good understanding Reasonable
understanding
Poor understanding Very poor
understanding
Total excellent and good
47.0%
Total poor and very poor
10.8%

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Length of time information is held
How long do you believe information about you is held on your
credit report?
A third are not sure how long information is held
All figures are percentages
1.6 2.1
8.2
22.9
9.0
22.8
33.3
Six months One year Three years Six years Ten years Permanently Don't know

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Looking at credit report
When was the last time you looked at your credit report?
25% have looked at their report in the last year
All figures are percentages
2.7
6.5
9.4
5.6
25.3
50.4
In the last week In the last month In the last 6 months In the last year More than a year Never

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Looking at credit report
How regularly do you look at your credit report?
Credit reports are looked at relatively infrequently
All figures are percentages of those who have looked at their report
4.2
16.0
26.3
29.5
24.0
Very often Quite often Not very often Rarely Have only looked at it
once

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Understanding credit report
How well did you understand your credit report?
70% understand the figures on their report, but how sure are they of
what to do with the information?
All figures are percentages of those who have looked at their report
I understood
all of the
information
I understood
most of the
information
I understood
some of the
information
I understood
little of the
information
I didn’t
understand any of
the information
Don’t know or
can’t
remember
28.7% 41.2% 18.2% 5.5% 0.6% 5.9%

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Guidance and errors
Did the credit report provider
give you practical guidance
about your credit score?
Most said advice was not provided or were unsure
All figures are percentages of those who have
looked at their report
28.1
31.1
40.8
Yes No Not sure
Would you know what to do if
there was an error in the
information on your credit report?
All figures are percentages of those who have
looked at their report
50.1 49.9
Yes No

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Credit availability
Nearly 1 in 4 of us are concerned about being able to get credit; this rises to
40% among 25-34 year olds.
How concerned are you about being able to get credit?
All figures are percentages
Segment Extremely Somewhat
Extremely
plus
somewhat
A little Not at all
Male 6.8 14.5 21.3 20.1 58.6
Female 7.2 16.7 23.9 18.0 58.2
18-24 1.7 38.3 40.0 30.0 30.0
25-34 13.5 27.4 40.9 20.3 38.8
35-44 7.0 25.9 32.9 20.6 46.5
45-54 8.1 10.2 18.3 23.5 58.1
55-64 3.8 5.4 9.2 14.7 76.1
65+ 1.4 3.9 5.3 14.3 80.3
AB 6.7 19.6 26.3 17.9 55.8
C1 7.9 15.9 23.8 19.1 57.2
C2 7.5 17.0 24.5 31.1 44.3
DE 5.9 12.7 18.6 18.0 63.4
7.0
15.7
18.9
58.3
Extremely Somewhat A little Not at all
Extremely plus Somewhat
22.7%

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Credit availability
London, North East and Wales have most concerns over credit
How concerned are you about being able to get credit?
All figures are percentages
Segment Extremely Somewhat A little Not at all
East Anglia 7.1 18.8 20.0 54.1
East Midlands 2.8 17.2 22.1 57.9
London 11.2 21.1 21.5 46.3
Northern Ireland 9.7 25.8 12.9 51.6
North East 10.5 15.8 25.3 48.4
North West 6.5 12.6 19.1 61.8
Scotland 6.8 13.0 17.3 63.0
South East 7.2 16.2 16.9 59.7
South West 4.7 14.1 16.0 65.3
Wales 10.2 10.2 22.7 56.8
West Midlands 3.1 14.4 17.5 65.0
Yorkshire & Humberside 7.7 14.7 16.8 60.8

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Credit availability
In total 15.2% have had difficulty getting some form of credit
In the past 2 years, have you had difficulty getting credit for any of the following?
All figures are percentages
Area of difficulty %
Taking out a new credit card 5.5
Loan from a bank or building society 3.3
Loan from another lender 2.9
Getting a higher credit limit on an existing credit card or store card 2.5
A mobile phone contract 2.5
Mortgage 2.4
Taking out a new store card 2.1
A finance / hire-purchase style agreement 1.4
Rental agreement on a house 1.4
Car finance 1.0
Car finance 0.9
Other 0.7

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Other services
Are there any other services that would be helpful to help you better manage
your credit report?
I think all credit and lending
companies, including credit card
companies, should have, as part
of doing business with a
customer, a plan in place to allow
the customer to access their
credit report for free.
More advice on how to
improve my credit score and
deal with potential issues
would be helpful.
I would like to know how the
credit score is affected by
different things –e.g. how
much does a missed payment
affect it?
Some kind of annual
review telling you how
your score changed
across the year and why
would be good.
The reports could
be clearer and
easier to follow, I
find them quite
difficult to
understand today
Alerts to let you
know of any
changes as soon as
they happen.

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© 2014 Conlumino
hello@conlumino.com | 020 7936 6654
Credit management
Prepared for September | September 2014
Methodologies and sources
• Consumer research in this report is based on a survey conducted with a UK
nationally representative poll of consumers. 2,002 consumers were
interviewed during August 2014 and questioned about credit reports and
credit management.
• Unless otherwise stated, all sources of information are derived from
Conlumino’s own research and should be referenced to Conlumino/Affinion.

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WBW:Workwear|June2013
©2013Conlumino
Conlumino
020 7936 6654
hello@conlumino.com
7 Carmelite Street, London EC4Y 0BS
Affinion International Ltd
01753 753338
sales@affinioninternational.com
50 Charter Court, Slough, Berkshire, SL1 2EJ