Credit Manager terms and conditions
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Your Credit Manager membership is governed by 3 separate key documents (together, ‘your agreement'):
- Your welcome letter (which you will have received with these terms & conditions),
- A copy of the User Licence Agreement for Sentinel® mobilesafe and Sentinel® Online Protection Software (if you download this software), and
- These terms & conditions
It is important that you read all of the documents forming your agreement carefully since they contain important information about your Credit Manager membership, including your rights and obligations. Please keep your documents together and in a safe place in case you need to refer to them in future.
Credit Manager is made available through Barclays and is provided by Affinion International Limited. Your agreement is between you and Affinion International Limited. Affinion International Limited will provide the services described under your agreement. In some cases Affinion International Limited may appoint subcontractors to supply some of these services.
Your credit report is only one element of any borrowing decision and does not guarantee the outcome of a lending decision by Barclays or any other lender.
Credit Manager membership is only available to people whose main home is in the UK who are at least 18 years of age. You are under an obligation to inform Affinion International Limited if you are moving and will no longer be a UK resident. Credit Manager membership is not available if your address is a BFPO, PO Box and/or business address.
Definitions of words used in these terms and conditions
Where the words below appear in these terms and conditions they have the following meanings.
Means your application for Credit Manager membership, which will be considered by Affinion prior to the commencement of the term.
Means Affinion International Limited. Registered in England: Company number 1008797. Registered Office: Charter Court, 50 Windsor Road, Slough, Berkshire, SL1 2EJ, United Kingdom. Affinion International Limited,. VAT number (GB 125 4954 08).
Means Barclays Bank PLC. Registered in England . Company number 1026167, Registered Office: 1 Churchill Place, London, E14 5HP, United Kingdom.
Means any employment, trade, profession or occupation.
Means Callcredit Information Group Limited. Registered in England and Wales with company number 04968328. Registered Office: One Park Lane, Leeds, West Yorkshire, LS3 1EP
Means the Credit Industry Fraud Avoidance System, the UK’s fraud prevention service.
Means the Credit Manager service provided by Affinion described in Section 2 below.
Credit Management advice
Means the advisory service described in Section 2 below.
Credit Manager membership
Means membership of Credit Manager comprising the provision of services to you in consideration for payment of the fees.
Callcredit Credit Report, Callcredit Credit Report service
Means the Callcredit Credit Report services described in Section 2 below.
Your Callcredit credit score is a credit rating based on the information within your Callcredit Credit Report. It is a number on a scale of 0 to 999 with a higher score indicating that you should find it easier to borrow money or buy goods on credit. However, each lender has their own credit scoring rules and they take other information into account when scoring your application for credit.
Your credit profile refers to the information held about you by Callcredit. This information is used to create your Callcredit Credit Report.
Means the credit statement described in Section 2 below.
Means the amount payable for your Credit Manager membership as notified during the application process, and confirmed to you in your welcome letter. This amount will be charged according to the payment method set out in your welcome letter.
Means the use of your personal information by a third party for financial gain, obtained via an identity theft event.
Means theft of your personal identification, National Insurance number, or other method of identifying you, which has or could reasonably result in the wrongful use of such information, including but not limited to, theft occurring on or arising out of your use of the internet. Identity theft shall not include the theft or wrongful use of your business name or any other method of identifying any of your business activities.
identity theft event
Means one occurrence of identity theft or a series of related occurrences.
Means any documents, notifications or advice delivered to you by Affinion or its subcontractors as part of or during the provision of the services (including but not limited to Callcredit Credit Reports, credit statements and credit scores).
Online Card Monitoring Service
Means the card monitoring service described in Section 2 below.
Online Credit Score Impact Indicator
Means the credit score impact indicator service described in Section 2 below.
Means SentryBay Limited, a company registered in England and Wales with registration number 06370537 and whose registered office is at 3 Manchester Square, London, W1U 3PB
Means a software package designed to allow you to remotely lock, unlock and wipe personal data from your smartphone if it is lost or stolen, as described in Section 2 below.
Sentinel® Online Protection software
Means a software package designed to minimise the risk of internet based fraudulent activity from a PC (excluding Mac) as described in Section 2 below.
Means the following services to be provided by Affinion and its subcontractors to you as part of your Credit Manager membership set out in Section 2 below and includes:
- Credit management services
- Callcredit Credit Report service including credit score
- Credit Monitoring Service
- Credit Statement
- Online Credit Score Impact Indicator
- Identity fraud advice and resolution services
- CIFAS Protect Registration
- Online Card Monitoring Service
- Sentinel® Online Protection Software
- Sentinel® mobilesafe
Means Affinion subcontractors and service providers and currently includes Callcredit and SentryBay.
terms & conditions
Means these terms & conditions.
Means the United Kingdom, including Northern Ireland and Isle of Man.
User Licence Agreement
Means the User Licence Agreement for Sentinel® Online Protection Software and Sentinel® mobilesafe.
we, our or us
Means the welcome letter or email sent to you upon Affinion accepting your application and which forms part of your agreement.
Means the person to whom the welcome letter is addressed.
Has the meaning as defined at the top of this General Section.
You will be charged the fees as described in your welcome letter unless your agreement is cancelled or terminated by you or by Affinion in accordance with the ‘Cancellation and Termination’ section below .We may change the fees for your Credit Manager membership but will give you at least 30 days advance notice before doing so.
Your Credit Manager membership will continue until terminated or cancelled in accordance with the ‘Cancellation and termination’ Section of these terms & conditions.
User Licence Agreement
If you download the Sentinel® Online Protection Software and Sentinel® mobilesafe software, you must accept and fully comply with the requirements of the User Licence Agreement.
Cancellation and termination
Cancellation by you
Cancellation by you
You have the right to cancel your Credit Manager membership within 14 days starting from the day after you receive your terms and conditions and welcome letter. If you cancel within this period you will be entitled to a refund of the fees you have paid to Affinion, if any.
On expiry of the 14-day period you can cancel your agreement at any time and no further fees will be payable from the date we receive notice from you in accordance with the instructions set out below under ‘To cancel, please contact Affinion‘. No fees already paid will be refundable, however.
To cancel, please contact Affinion:
Credit Manager, Operations Centre, Sentinel House, Airspeed Road, Portsmouth, PO3 5RF, or
0800 432 0912 (To maintain a quality service, we may monitor or record phone calls. Lines are open 8am to 8pm, Monday to Friday, and 9am to 5pm on Saturday, excluding bank holidays. Calls to 0800 numbers are free if made from a BT landline. Non-BT customers and mobile phone users should contact their service providers for information about the cost of calls.)
Cancellation by us
We may cancel your agreement by giving you 30 days notice in writing.
Termination of your Credit Manager membership
Your Credit Manager membership will end on whichever of the following happens first:
- The date your agreement is cancelled by you or Affinion;
- The date you cease to be resident within the UK;
- At our discretion if the fee is not paid.
If your Credit Manager membership is terminated, all the services set out in Section 2 of these terms and conditions will stop immediately.
Changes to your agreement
We will only make changes where we have a valid reason to do so. We will notify you in writing regarding any material changes to the services, your agreement or the fees and will give you at least 30 days advance notice before making any such change.
In the event of any such changes your attention is drawn to your general right of termination as set out above.
Choice of Law
Unless Affinion agree otherwise, the language of your agreement and each part thereof generally and all communications relating to it will be English. Your agreement is governed by and interpreted in accordance with the laws of England (or the laws of Scotland if you are domiciled there). Disputes arising in connection with your agreement shall be subject to the non-exclusive jurisdiction of the courts of England and Wales unless you choose the jurisdiction of your domicile if you are domiciled in Scotland or Northern Ireland.
This section sets out the services provided by Affinion as part of your Credit Manager membership. In some cases, the services may be provided by subcontractors of Affinion.
The services provided to you are limited to the description below. There is no insurance provided by these services or as part of the Credit Manager membership by Affinion or its subcontractors or Barclays.
a) Credit management services
If you want guidance about managing your credit score you can speak to one our experts on 0800 432 0912. We can:
- help with any enquires you may have about your credit profile and factors affecting your credit score.
- help with correcting any errors in your credit profile where possible and adding notes if needed.
b) Callcredit Credit Report service including credit score
After we have received your application for Credit Manager, we will verify:
- your identity; and
- that you have a [credit profile] with CallCredit, and if we are able to verify this, we will:
- send you your Callcredit Credit Report
- activate the credit monitoring service.
But if we are unable to verify this, you will not receive your Callcredit Credit Report and the credit monitoring service will not be started. You will be notified if we have been unable to do this.
By applying for Credit Manager, you are authorising us to pass on your data to Callcredit to provide your Callcredit Credit Report and the credit monitoring service under Section 7 of the Data Protection Act 1998, You can request your Callcredit Credit Report as many times as you want during your Credit Manager membership up to a maximum of 1 report each day.
c) Credit Monitoring Service
Once you have received your Callcredit Credit Report you can choose to receive weekly notifications alerting you to any significant changes which have occurred (including but not restricted to):
- Your credit profile held by Callcredit is searched,
- An account is added or deleted from your credit profile held by Callcredit,
- A change is made to the payment history of your credit accounts,A judgment, voluntary arrangement or bankruptcy (or a decree, debt arrangement or sequestration in Scotland) is added or deleted.
If there have been no such changes then you will be notified every month that this is the case.
You can select the alerts you want to receive at creditmanager.barclays.co.uk
If you have chosen not to receive these alerts, we will not notify about these changes.
d) Online Credit Score Impact Indicator
You will be able to use our Credit score impact indicator to see how changes in your circumstances can impact your credit score.
e) Credit Statement
We will provide you with a quarterly credit statement setting out an overview of what has happened to your credit status over the 3 months ending on the date of the credit statement. This will include an illustration of how your credit score has changed over time.
f) Identity fraud advice and resolution services
If you have any questions about your Callcredit Credit Report or about identity theft, you can speak to one of our experts on 0800 432 0912.
If identity fraud is suspected by the expert, you will be assigned a ‘victim of fraud’ consultant who will analyse your Callcredit Credit Report with you and discuss CIFAS Protective Registration with you (see section f below). If your victim of fraud consultant thinks it is necessary they will open a case on your behalf and liaise directly with anyone who has searched your credit profile held by Callcredit or recorded a credit account, to seek to have any inaccurate credit information corrected or notes added. As part of this service, you may be required to contact third parties directly. Your dedicated victim of fraud consultant will be available between the hours of 8am and 8pm Monday to Friday, and 9am and 5pm Saturday and Sunday, excluding UK bank holidays.
The identity fraud and resolution services provided to you as part of the Credit Manager membership are limited to the description above. These services are provided whether or not an identity theft event has actually occurred. The identity fraud and resolution service is not insurance, and nothing in your agreement will oblige Affinion or its subcontractors or Barclays to compensate you or assume any risk of or in relation to an identity theft event occurring. Neither Affinion nor its subcontractors Barclays will be able to become involved in any legal proceedings with a lender or any other investigatory body if a lender disputes whether there has been an identity theft event.
g) CIFAS Protective Registration
The CIFAS Protective Registration service is available to you as part of your Credit Manager membership. When you register for CIFAS Protective Registration, you agree to a CIFAS warning being placed against your address, which indicates that you have been recorded on the CIFAS database at your own request. If a CIFAS member undertakes a search of the CIFAS database they will see the CIFAS Protective Registration entry against your address and in some cases request further proof of identification. This may mean you experience delays while your credentials are being checked.
Important Information about CIFAS warnings
- Law enforcement agencies may access and use this information
- Other organisations may access and use this information to prevent fraud and money laundering, for example when:
- Checking details on applications for credit and credit related or other facilities
- Managing credit and credit related accounts or facilities
- Recovering debt
- Checking details on proposals and claims for all types of insurance
- Checking details of job applications and employees
- Other organisations may access and use from other countries the information recorded by fraud prevention agencies
- To find out about the relevant fraud prevention agencies contact the Credit Manager team by calling 0800 432 0912
The CIFAS warning will remain on the CIFAS database for a minimum of 13 months, unless you call the Credit Manager Team on 0800 432 0912 or write to us at Credit Manager, Operations Centre, Sentinel House, Airspeed Road, Portsmouth, PO3 5RF and ask for it to be removed.
h) Online Card Monitoring Service
You will be able to register up to a maximum of 10 debit or credit card numbers to be monitored on the internet. You will be able to access, add and delete which cards are being monitored by logging into the Credit Manager website at creditmanager.barclays.co.uk or over the phone with the Credit Manager customer services team on 0800 432 0912. If you pay for the Credit Manager Fee by credit or debit card you will have the card number automatically registered for monitoring.
Online card monitoring will start within 24 hours of a card being registered with Affinion. If one or more of the card numbers is detected as compromised by us on a suspicious website, you will be notified within 24 hours of detection. Monitoring of your cards will cease when your membership is closed or cancelled.
i) Sentinel® Online Protection Software
Sentinel® Online Protection Software helps protect your PC (excluding Mac) from key logging attacks. Once you have registered on the Credit Manager website, you will be able to download the Sentinel® Online Protection Software for your PC. You must agree to comply with the User Licence Agreement before you will be able to download the Sentinel® Online Protection Software.
You are able to download this software a maximum of 3 times, and will receive automatic updates for as long as you remain a member of Credit Manager. You will not be able to receive automatic updates when your membership is closed or cancelled.
j) Sentinel® mobilesafe
Sentinel® mobilesafe is a secure application that allows you to browse the internet safely from your smartphone, protecting you from phishing scams. Additionally, if you’re an Android user, you can use Sentinel® mobilesafe to remotely lock and unlock your device in the event it’s lost or stolen. Once you have registered on the Credit Manager website, you will be able to install the Sentinel® mobilesafe app on your Android or Apple smartphones You are responsible for updating your smartphone number. You must agree to comply with the User Licence Agreement before you will be able to download the Sentinel® mobilesafe software.
You are able to download this software a maximum of 3 times, and will receive automatic updates for as long as you remain a member of Credit Manager. You will not be able to receive automatic updates when your membership is closed or cancelled. Access to mobilesafe will cease when your membership is closed or cancelled.
How to make a complaint regarding the services
If you have cause for dissatisfaction and wish to complain about the service elements of this service or about the way in which the product was sold please contact Affinion on 0800 432 0912 or write to: Customer Services Manager, Credit Manager, Sentinel House, Airspeed Road, Portsmouth, Hampshire, PO3 5RF quoting your Credit Manager membership number.
We aim to promptly solve most of our customers’ complaints at the initial point of contact. Our staff are fully trained to deal with your complaint quickly and efficiently. However, should you not be satisfied with the response you have received, your complaint will be responded to by the Customer Relations Team who will aim to resolve your complaint, if this is possible, by the end of the next working day following receipt of your complaint. If we cannot resolve your complaint within this time, we will write to you within 5 working days, and do our best to resolve the problem within 4 weeks. If we cannot respond within these timescales we will write to you again within 4 weeks to provide you with a final response or to let you know when we will contact you again, which will be within 8 weeks from when you first contacted us about your complaint.
If we have not resolved your complaint to your satisfaction within 8 weeks from when you first contacted us, you may refer your complaint to the Financial Ombudsman Service for an independent review.
our agreement constitutes the entire agreement between you and Affinion. A person who is not a party to your agreement shall have no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any terms of your agreement.
You may be required to validate any request you make to Affinion by providing the security details you have registered during your application. Failure to provide such security details or other suitable validation will result in Affinion refusing to act upon such a request. If you have not registered security details with us you should contact us on 0800 432 0912 as soon as possible to ensure they are able to provide you with the service to which you are entitled.
You are advised that any telephone calls made to Affinion, its subcontractors, its administration and claims handling units may be recorded. These recordings may be used to monitor the accuracy of information exchanged between you and the relevant staff. They may also be used to allow additional training to be provided to Affinion staff and its subcontractors, for quality control purposes and in the investigation of any complaints or queries regarding the services. The staff are aware that conversations are monitored and recorded.
Keeping details up to date and changing address
To ensure that you are entitled to receive the full benefits provided by the services, you must keep Affinion informed of any changes, additions or deletions to your registered card for payment of the fees. You must inform Affinion of any change to your home address.
Data Protection Act
The details you supply to Affinion and its subcontractors will be stored securely and used by Affinion and its subcontractors to administer your Credit Manager membership. By applying for Credit Manager, you authorise Affinion to pass on your data to Callcredit to provide the report and monitoring service under Section 7 of the Data Protection Act 1998. Information may be disclosed to regulatory bodies and/or your bank or card issuer and its subcontractors for the purposes of providing the services. These details will not be kept for no longer than is necessary. You are entitled to a copy of all of the information held about you for which Affinion may charge you £10. By entering into your agreement, you give your consent to the transfer of data outside of the EEA to the USA (including to an affiliate company of Affinion) for the purposes of data processing relating to the provision of services. Your data may also be disclosed to third parties where required by law or in the event that Affinion merges with or is bought by another company, or otherwise undergoes a corporate restructuring. For more information about the data processing activities of Affinion and its subcontractors please write to Customer Services Manager, Credit Manager, Sentinel House, Airspeed Road, Portsmouth, Hampshire, PO3 5RF.
Affinion will use all reasonable skill and care in the supply of the services to you. Please note, however, that the information comes from a number of third party sources who may not always keep their information up to date. You agree that one of the purposes of the supply of Information is to alert you to inaccurate information from third–party databases. For that reason, any guarantee or warranty that any Information is complete, accurate, up to date or error free, of a satisfactory quality or fit for any particular purpose is inappropriate to the nature of the Services, and we exclude all liability in this respect unless (and to the extent) attributable to our breach or negligence. Except as expressly set out in your agreement, Affinion excludes all other promises to the extent that Affinion is legally allowed to exclude them. (Please refer to your local Citizen’s Advice Bureau or local trading standards office for information about your statutory rights and promises which Affinion are not legally allowed to exclude).
Limitation of Liability
This section (and any other clause excluding or restricting our liability) applies to Credit Manager’s directors, officers, employees, subcontractors, agents and affiliated companies as well as to Credit Manager. Nothing in this services Agreement in any way limits or excludes Credit Manager’s liability for negligence causing death or personal injury or for fraudulent misrepresentation or for anything that may not legally be excluded or limited. Without prejudice to the rest of your agreement, Credit Manager’s liability of any kind in respect of any services or otherwise shall be limited to the amount equal to fees payable by you in any 12 month period under your agreement. In no event will Credit Manager will be liable for any:
- economic losses (including, without limit, loss of revenues, profits, contracts, business or anticipated savings)
- loss of goodwill or reputation
- losses that you incur that were not reasonably foreseeable to you and Credit Manager when your agreement was
- entered into: or
- damage to or loss of data, to the extent that this was not in the contemplation of Credit Manager and you at the commencement of the term and is not attributable to Credit Manager’s negligence or breach of your agreement.
Credit Manager will not pay for losses arising from our inability to provide the services in the event of war, terrorism, invasion, an act of foreign enemy, hostilities (whether war be declared or not), riot, strike, civil commotion, civil war, revolution, insurrection or military or usurped power. If any provision of your agreement is found by any court or administrative body of competent jurisdiction to be invalid or unenforceable, such invalidity or unenforceability shall not affect the other provisions of your agreement which shall remain in full force and effect.
Credit Manager is provided by Affinion International Limited, registered in England and Wales, Company no. 1008797, 50 Charter Court, Windsor Road, Slough, Berkshire, SL1 2EJ.