Question to the HM Treasury:

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.

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.