Understanding support needs

A support need is anything that will help you get the most out of your interactions with us. We want you to be able to access our products and services without barriers. So, where possible, we will adjust certain processes, or how we communicate with you.

For example, it may be helpful for you to get letters with larger print. Or perhaps you just need people to speak slowly and clearly, so you are better able to understand information. Whatever it is, we want to hear about it.

You only need to tell us once. We’ll put it on your customer record and keep it in mind whenever we interact with you. And if your circumstances change, we can easily update your information to remove or update your needs.

Tell us about your support needs

How we can help you

The full list of needs we currently support is below.

We will always try to meet the support needs of our customers. There may be instances where this isn’t possible. When this happens, we will do our best to work with you to find another solution.

We understand there is no one size fits all. That’s why we are actively updating the list. Let us know if your need is not here, and we will try our best to include it.

Tell us about your support needs

Live chat

Speak to Arti, our virtual assistant.

Available 24 hours, 7 days a week. However, if your query requires an agent, they are only available between 8am to 5pm, Monday to Friday.

Select the blue Chat with us button on the right side of our Contact us page.

Call us

Speak to a member of our team:

Monday to Saturday 8am to 8pm, and Sunday 9am to 5pm.

Visit us in branch

Our Branch Finder helps you plan your visit by giving important info around the specific services and facilities offered.

Get more help with Experian Support Hub

We have also signed up to the Experian Support Hub. This lets you share information about your support needs to multiple organisations in a simple process.