Credit Manager terms and conditions

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General information

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Your Credit Manager membership is made up of the following separate key documents (together, ‘your agreement'):

  • Your welcome letter or email (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 Bank and is provided by cxLoyalty International Limited (cxLoyalty). Your agreement is between you and cxLoyalty. cxLoyalty will provide the services described under your agreement. We have appointed our subcontractors to supply some of these services. In order to provide the services, we therefore have to share data collected from you with such subcontractors.

Your credit report is only one element of any borrowing decision and does not guarantee the outcome of a lending decision by Barclays Bank or any other lender.

Your eligibility

Credit Manager membership is only available to UK residents who are at least 18 years of age. You are under an obligation to inform cxLoyalty 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 cxLoyalty prior to the commencement of the term


Means Barclays Bank UK PLC. Registered in England. Companynumber 9740322, Registered Office: 1 Churchill Place, London, E14 5HP, United Kingdom.


Means any employment, trade, profession or occupation.


Means the Credit Industry Fraud Avoidance System, the UK’s fraud prevention service.

Credit Manager

Means the Credit Manager service provided by cxLoyalty 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.

Credit Report and monitoring services

Means the Credit management services, the TransUnion Credit Report service including Credit Score, the Credit Monitoring service, the Online Credit Profile impact indicator, and the Credit Statement as described in Section 2 below.

Credit Score

Your TransUnion credit score is a credit rating based on the information within your TransUnion Credit Report. It is a number on a scale of 0 to 710 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.

Credit Profile

Means the information held about you by TransUnion. This information is used to create your TransUnion Credit Report.

Credit Statement

Means the credit statement described in Section 2 below.


Means cxLoyalty International Limited. Registered in England: company number 1008797. Registered address: Charter Court, 50 Windsor Road, Slough, Berkshire, SL1 2EJ, United Kingdom. cxLoyalty International Limited, provides the services to you through its subcontractors under your agreement. VAT number GB 125 4954 08. cxLoyalty International Limited is authorised and regulated by the Financial Conduct Authority (FCA). Our Financial Services Register number is 311584. You can check this on the Financial Services Register by visiting the FCA’s website https://register.fca.org.uk/ or by contacting the FCA on 0800 111 6768.


You will be charged the fees as described in your welcome letter or email once we have successfully validated your identity with TransUnion as set out in ‘Validating your identity with TransUnion’ and we have activated the Credit Report and monitoring services.

We will notify you when the Credit Report and monitoring services have been activated. 

Future fees for your Credit Manager membership will be at the rate notified to you in advance in accordance with the section entitled ‘Changes to your agreement’.

Identity fraud

Means the use of your personal information by a third party for financial gain, obtained via an identity theft event.

Identity theft

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 cxLoyalty or its subcontractors as part of or during the provision of the services (including but not limited to TransUnion Credit Reports, credit statements and credit scores).

Online Card Monitoring Service

Means the card monitoring service described in Section 2 below.

Online Credit Profile Impact Indicator

Means the online credit profile 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 20 Little Britain London EC1A 7DH.

Sentinel® mobilesafe

Means a software package designed to allow you to browse the internet safely from your Android or Apple smartphone, and for Android users, 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 cxLoyalty and its subcontractors to you as part of your Credit Manager membership set out in Section 2 below and includes:

  • Credit management services
  • TransUnion Credit Report service including credit score
  • Credit Monitoring Service
  • Online Credit Profile Impact Indicator
  • Credit Statement
  • Identity fraud advice and resolution services
  • CIFAS Protect Registration
  • Online Card Monitoring Service
  • Sentinel® Online Protection Software
  • Sentinel® mobilesafe


Means cxLoyalty subcontractors and service providers and currently includes TransUnion and SentryBay.

Terms & conditions

Means these terms & conditions.


Means TransUnion International UK Limited, which is partof TransUnion Information Group. TransUnion International UK Limited is registered in England and Wales with companynumber 03961870. Registered Office: One Park Lane, Leeds, West Yorkshire, LS3 1EP. TransUnion International UK Limited is authorised and regulated by the Financial Conduct Authority under registration number 737740.


Means the United Kingdom, including Northern Ireland.

User Licence Agreement

Means the User Licence Agreement for Sentinel® Online Protection Software and Sentinel® mobilesafe.

We, our or us

Means cxLoyalty.

Welcome letter

Means the welcome letter or email sent to you upon cxLoyalty accepting your application and which forms part of your agreement.

You, your

Means the person to whom the welcome letter is addressed.

Your agreement

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 cxLoyalty 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.

Validating your identity with TransUnion

The Credit Report and monitoring services are subject to your identity being validated with TransUnion. We will notify you when we have validated your identity with TransUnion and let you know that your Credit Report and monitoring services have been activated.

If TransUnion are unable to validate your identity your Credit Report and monitoring services will not be activated. We will not always be able to tell you why your identity has not been successfully validated with TransUnion, but one reason for this may be that, at the time, TransUnion were unable to match your personal details to the correct Credit Report. You will be asked to submit documents to help TransUnion validate your identity. 

If the documents submitted are not sufficient for TransUnion to validate your identity, you will be asked to submit further documents. You will be sent a reminder after 30 days and a further reminder at 60 days. If you are still not validated within 30 days from the second reminder, we will assume you no longer wish to have the Credit Manager services and cancel your membership.

Use of the Credit Report and monitoring services

The Credit Report and monitoring services are strictly personal to you and you may only use and access these services on your own behalf and not on behalf of anyone else. You cannot order Credit Reports about anyone else. Username and password details should be kept confidential.

You must not engage, authorise or permit a third party other than cxLoyalty to directly access or use data obtained through the Credit Report and monitoring services (whether as an agent, or representative on behalf of, or as a service provider).

All Intellectual Property rights in the Credit Report and monitoring services and all aspects of them shall be owned by TransUnion and/or its licensors. TransUnion have the right to suspend services if they reasonably consider that there is likely to have been a breach of security.

Cancellation and termination

Cancellation by you

You may cancel your Credit Manager membership at any time  up until 14 days from the latter of the start date of this agreement or the day after receipt of your welcome letter and these terms & conditions and receive a refund of any fees you have paid. On expiry of the 14 day period you can cancel your Credit Manager membership but you will not be entitled to a refund of any fees paid.

To cancel please write to Customer Services Manager, Credit Manager, Sentinel House, Airspeed Road, Portsmouth, Hampshire, PO3 5RF, or call us on 0800 432 0912*

Cancellation by us

We can cancel your membership by giving you at least 30 days’ notice in writing by email/letter where there is a valid reason for doing so. We will send an email or letter to the latest email/home address we have for you setting out the reason for cancellation. Valid reasons may include, but are not limited to: 

  • where we have not been able to collect the fee. In this case, we will make reasonable efforts to contact you requesting payment by a specific date. If we are unable to contact you or do not receive payment by this date your membership will be cancelled.
  • where the product is no longer available, for example, if the product is being discontinued. If this occurs you may be entitled to a pro rata return of the fees.
  • if we or TransUnion reasonably consider that there is or is likely to have been a breach of security
  • if we or TransUnion reasonably consider the Credit Report and monitoring services are being used in a way which is not permitted or fraudulent.
  • if we or TransUnion reasonably consider that the Credit Report and monitoring services are being used in any way detrimental to us or TransUnion.

Termination of your Credit Manager membership

Your Credit Manager membership will end on whichever of the following happens first:

  • the date you cease to be resident within the UK;
  • the date your agreement is cancelled or terminated by you;
  • the date we terminate your agreement for a valid reason (as set out above).
  • you are requested to submit documents to TransUnion to validate and activate your Credit Report and monitoring services but either fail to do so or the documents you submit are not sufficient for TransUnion to validate your identity within 90 days of you failing validation.

If your Credit Manager membership is terminated, all the services set out in Section 2 of these terms & conditions will stop immediately.

Changes to your agreement

We, or our subcontractors, will notify you in writing regarding any material changes to the services, your agreement or the fees. Wherever possible, we will endeavour to notify you of such changes at least 30 days in advance of them taking effect. In the event of any such changes your attention is drawn to your general right of termination as set out above.

Updates to Digital Content

We may update or require you to update digital content, provided that the digital content shall always match the description of it that we provided to you before you bought it.

Choice of Law

Unless cxLoyalty 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 and Wales.

Disputes arising in connection with your agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales. If you live in Scotland, you can bring legal proceedings in respect of the services in either the Scottish or English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the services in either the Northern Irish or English courts.

How to make a complaint

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 cxLoyalty 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 promptly. If we need more time to investigate your complaint we will send you an acknowledgement letter providing reassurance that your complaint is being dealt with. We will 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 your complaint relates to the data that TransUnion holds and we are not able to resolve your complaint, we may refer your complaint to TransUnion.

If you remain unhappy

If we have not resolved your complaint to your satisfaction within eight weeks from when you first contacted us you may refer your complaint to the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. By telephone on 0800 023 4567 or 0300 123 9123. By e-mail: complaint.info@financialombudsman.org.uk. Using our complaints procedure or referral to the Financial Ombudsman Service does not affect your legal rights.

The EC Online Dispute Resolution Platform

If you have a complaint, you have the option to register your complaint using the European Commission Online Dispute Resolution (ODR) Platform. This is a web-based platform that is designed to help consumers who have bought goods or services online to deal with issues arising from that purchase. Complaints submitted to the platform will be dealt with by approved ADR providers. You can access the platform at the following website address: http://ec.europa.eu/consumers/odr/.

General rights

Your agreement and any written representations given to you during your application constitute the entire agreement between you and cxLoyalty. 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 cxLoyalty by providing the security details you have registered during your application. Failure to provide such security details or other suitable validation will result in cxLoyalty 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 we are able to provide you with the service to which you are entitled.

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 cxLoyalty informed of any changes, additions or deletions to your registered card for payment of the fees. You must inform cxLoyalty of any change to your home address.

How we will use your data

cxLoyalty is the data controller for the personal data we collect directly from you.

We will only use your personal data as set out in our Privacy and Cookies Policy.



cxLoyalty will use all reasonable skill and care in the supply of the services to you and TransUnion will use all reasonable efforts to verify the accuracy of information provided as part of the Credit Report and monitoring services. 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.

Any information provided to you as part of Credit Report and monitoring services are provided for guidance and information only. Any businesses that carry out credit searches on you will take information from a number of sources and use their own criteria in making decisions based on it.

You should not rely on the information provided as part of Credit Report and monitoring services and TransUnion nor any member of the TransUnion Information Group companies can be responsible or liable if you rely on it or take any action based upon it. 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, cxLoyalty excludes all other promises to the extent that cxLoyalty are 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 cxLoyalty are notlegally allowed to exclude).

Limitation of Liability:

This section (and any other clause excluding or restricting our liability) applies to cxLoyalty’s directors, officers, employees, subcontractors, (Specifically including TransUnion), agents and affiliated companies as well as to cxLoyalty. Nothing in this services agreement in any way limits or excludes cxLoyalty’s liability for negligence causing death or personal injury or for fraudulent misrepresentation or for anything which may not legally be excluded or limited. Without prejudice to the rest of your agreement, cxLoyalty’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 twelve month period under your agreement. In no event will cxLoyalty 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 cxLoyalty when your agreement was entered into, or

• Damage to or loss of data, (other than damage caused to a device or digital content belonging to you as a result of defective digital content which we have supplied to you),to the extent that this was not in the contemplation of cxLoyalty and you at the commencement of the term and is not attributable to cxLoyalty’s negligence or breach of your agreement. 

cxLoyalty 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.


This section sets out the services provided by cxLoyalty as part of your Credit Manager membership. In some cases, the services may be provided by subcontractors of cxLoyalty.

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 cxLoyalty or its subcontractors or Barclays Bank.

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) TransUnion Credit Report service including credit score

After we have received your application for Credit Manager, we will verify:

  • your application details; and
  • that you have a credit profile with TransUnion, and
  • that TransUnion can validate your identity

We will then send you your Credit Report or make it available for you to view via your online account. The source of the information included in your Credit Report, including information on County Court Judgments CCJs), is TransUnion Limited.

But if we are unable to verify this, you will not receive your TransUnion 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 TransUnion to provide your Credit Report and monitoring services under Section 7 of the Data Protection Act 1998,

You can request your TransUnion 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 TransUnion 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 TransUnion is searched,
  • An account is added or deleted from your credit profile held by TransUnion,
  • A change being made to the payment status 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 Profile Impact Indicator

You will be able to use our Credit profile 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 TransUnion 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 TransUnion 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 TransUnion 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 advice 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 advice and resolution service is not insurance, and nothing in your agreement will oblige cxLoyalty or its subcontractors or Barclays Bank to compensate you or assume any risk of or in relation to an identity theft event occurring. Neither cxLoyalty nor its subcontractors, nor Barclays Bank 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 cxLoyalty. 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.


Credit Manager is provided by cxLoyalty International Limited, registered in England and Wales, Company no. 1008797, 50 Charter Court, Windsor Road, Slough, Berkshire, SL1 2EJ.

* Lines are open 8am to 8pm, Monday to Friday, and 9am to 5pm on Saturday, excluding bank holidays. Calls are free from mobiles and land lines. Calls will be recorded and monitored for training and quality purposes