Help & FAQ's

Can't find my business?

My Business Profile currently supports Limited businesses only. We may also be unable to find your business for one of the following reasons:

  • Your business is a Non-Limited business and not registered at Companies House. If so, Experian Credit Expert http://www.creditexpert.co.uk can be used to access the data behind your business.
  • The business name that you use is different to that registered with Companies House. Check your information held at Companies House http://www.companieshouse.gov.uk/
  • Your Business has recently been incorporated. It takes up to 2 weeks from when you incorporate your business with Companies House before we display it.

Can't find my directorship?

My Business Profile receives a regular update of Directors and their Usual Residential Addresses from Companies House. However, one of the reasons below may have prevented us from finding you:

  • If you are not a registered Director of the business, we cannot release information to you. Check your information held at Companies House http://www.companieshouse.gov.uk/
  • If you are the Company Secretary of the business, we cannot release information to you as the service is only available to current directors of limited businesses.

Explanation of Credit Account Information (CAIS)

CAIS stands for Credit Account Information Sharing and is a scheme managed on behalf of organisations such as banks & utility companies by Experian.

CAIS is a secure data sharing scheme that increases security and reduces the risk of fraud or unsustainable lending. CAIS members each submit information on their customers to a central database and 'share alike' to help them make decisions on lending that focus on what is best for the applicant.

My Business Profile allows you, as the data subject, to view the same CAIS information that major lenders will use to help them decide whether to lend and to what level.

When will I get my Personal Identification Number (PIN) letter?

It can take around 7 working days from the time you apply for My Business Profile for your PIN to arrive with you. If you have waited longer than 7 days, please call our customer support team on 0844 481 0028 (8.30am - 5.30pm, Monday to Friday) for a new PIN.

I have not received my Personal Identification Number (PIN) letter

It can take around 7 working days from the time you apply for My Business Profile for your PIN to arrive with you. If you have waited longer than 7 days, please call our customer support team on 0844 481 0028 (8.30am - 5.30pm, Monday to Friday) for a new PIN.

How do I cancel my subscription?

We’re sorry that you want to leave. You can cancel your subscription by logging into your account and following the simple three step process below:

  • 1. Log into your account at My Business Profile
  • 2. Click on ‘My Account’ at the top of the screen
  • 3. Click ‘Cancel this subscription’ and follow the instructions

Please note: After cancelling your subscription, it will remain active until it reaches its expiry date. For example, if you purchased a one month subscription, and then choose to cancel it, the subscription will remain active until the end of the month.

If you’d like to speak to us, or have any queries about cancelling your subscription, please call our Customer Support team on 0844 481 0028 (8.30am - 5.30pm, Monday to Friday).

How do I manage my card details?

If you would like to change the Credit or Debit card details used for your monthly subscription, you can log into My Business Profile at any time and visit 'My Account' to update your payment card details. If you're having problems, please call our team on 0844 481 0028 (8.30am - 5.30pm, Monday to Friday).

What is My Business Profile?

My Business Profile is a subscription service for Directors of UK businesses which helps them to understand, improve and use their business credit score.

What do I get with My Business Profile?

You will receive access to your business credit score, credit limit and other information whenever you need it. My Business Profile also gives you access to the same level of data as used by lenders to give you the best ever view of the factors that influence how your business is understood by lenders, utilities companies, customers and suppliers.

How is my business credit score calculated?

Experian take a number of factors into account to calculate a credit score. Elements we use include publicly accessible data such as Companies House records and information on CCJs. We also use a number of factors such as information from current account providers, credit card companies and other trade credit providers to understand the financial position of your business. Your payment performance to other companies is also taken into account. These positive and negative factors are combined to create your score.

What does Days Beyond Term (DBT) mean?

Days Beyond Term (DBT) is an indication of how long it takes a company to pay its bills, after the due date.

What is Industry DBT?

Industry Days Beyond Term (DBT) shows on average, how long companies in the same sector as this company take to pay their bills, after the due date.

What is DBT By Size Of Account?

This shows the average DBT based on the size (£) of the outstanding accounts. Where this shows N/A, there are no known accounts with this value range.

What is Number of Experiences?

The number of DBT experiences reported in the last month.

What does Monthly Trend mean?

A calculation based on recent information showing monthly DBT trend, up to and including the latest completed month.

Why do you need my home address?

We take security very seriously and your home address will be your Usual Residence Address you submitted to Companies House on Form AP01 Appointment of Director, which will allow us to verify your directorship.

How do I make a complaint?

If you have any queries please contact our Customer Support Team through the following channels;

Telephone: 0844 481 0028
Email: mbp.info@experian.com

Our Opening Hours are 8.30am - 5.30pm, Monday to Friday.

If you feel your query has not been resolved to your satisfaction and you want to make a complaint, we are sorry. We want to hear from you because telling us gives us the chance to put matters right for you, and see how we can improve what we do for others. Whatever way you complain to us, we will take notice.

Click on the following link to find out about our complaints handling procedure www.experian.co.uk/assets/consumer/contact-us/complaint-handling-procedure.pdf and how to make a complaint. If we cannot resolve things under that procedure, then you may have the right to refer your complaint, free of charge, to the Financial Ombudsman Service. If you are in any doubt about whether you can refer your complaint to the Ombudsman, please contact the Ombudsman. The contact details for the Financial Ombudsman Service are:

Telephone: 0300 123 9 123, or from outside the UK +44 20 7964 1000
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Why do I need to create a memorable word?

When you create your My Business Profile account we ask you choose a memorable word to maximise security. When you log in to My Business Profile we’ll ask you for 3 characters from your memorable word.

What do I do if I have forgotten my memorable word?

If you are logging into My Business Profile and forget your memorable word, click on the 'hint' option which will display the hint you provided when you created your My Business Profile account. If this doesn't help you can click on the link which will send you an email enabling you to create a new memorable word and hint.

How do I change my memorable word?

Whilst you are logged into your My Business Profile account you can go to 'My Account' then 'Manage Memorable Word'. Complete the details requested on screen and click 'Change Memorable Word'.

What is my reputation score?

The reputation score helps you understand your business’s online reputation and compare it to that of your competitors.

It is calculated on the basis of a business’s performance across a variety of important online areas including: reviews, social, surveys, reach, visibility, etc. The reputation score also takes into account the local market and industry. This allows you to benchmark your business and see how your business stacks up to the competition in terms of online reputation. The Reputation Score is calculated on a 1,000-point scale, where 1,000 is the highest possible rating on the scale and 0 is the lowest.

What factors make up my reputation score?

  • Star Average: each review’s average star rating (generally on a scale of one to five stars), with weights assigned to the popularity of the review site and the position of the review.
  • Review Volume: the total number of reviews for a given business (or location where you have more than one) across important on-line review sites, such as Google, Yahoo, Insider Pages, and more. A location needs to have a minimum quantity of reviews on each site to score highly on volume.
  • Review Recency: the recency of reviews written about a business across various online review sites. Recent reviews are weighted more favorably than reviews posted many months or years ago.
  • Review Length: the percentage of total reviews that are considered long enough, based on the number of words in the review, to impact a potential customer’s perception of the business.
  • Review Spread: reviews the distribution across various online review sites, with consideration given to the visibility of each review site in search results. Businesses with reviews across a variety of the more popular review sites score more favourably than those with reviews concentrated on just one or two sites.
  • Search Impression: how your business appears in search results. Businesses scoring well on the “Search Impression” thermometer have highly visible websites (generally high on the first page of search results), along with a map to their location(s) and visible positive reviews.
  • Listing Accuracy: the accuracy of your business’s location information on various major sites and directories. Businesses with accurate and consistent information including - name, address, contact information, hours, etc., on the top generic and industry specific sites will score more favourably than those with incorrect or no information.

Why does it take 48hrs for me to get my reputation score?

When you register for your reputation score we collate information from the reviews against the details that you have submitted, as soon as we have done this we will provide the score back to you.

Does my reputation score impact my credit score?

No. The credit score is looking at the credit worthiness of your business and you reputation score is looking at your online presence and reputation based on reviews left on social media sites.

What is the average star rating on my reputation score?

It’s an average of the star ratings across a variety of review sites (generally on a scale of one to five stars), with weights assigned to the popularity of the review site and the position of the review.

What do I do if I have a query on my reputation score?

You can contact our Customer Support team on tel: 0844 481 0028, email mbp.info@experian.com

Can I subscribe to my reputation score without subscribing to my credit score?

No, you will need to subscribe to your credit score to be able to subscribe to your reputation score. If you cancel your credit score subscription or your subscription lapses, your reputation score subscription will be cancelled automatically.

What is the competitors section on my reputation score?

As part of your reputation score subscription you can select up to three competitors to monitor so you can see how your online reputation score compares to others. You can select your competitors when you sign up or add them from the dashboard at a later date.

How can I improve my reputation score and online reputation?

Our partner, Reputation.com, offers a Managed Service that enables you to request reviews or social posts from your current customers, monitor them and respond to them, all via their platform or their iOS / Android mobile app. You can then also decide to promote reviews or social posts on your website. For further details please contact Experian’s Customer Support team on 0844 481 0028 or at mbp.info@experian.com