Wellbeing - Financial Health and Support
At Equifax, we understand that anyone can experience difficulties and may need some additional help. Equifax is dedicated to providing an inclusive service provision for all our users. This means we provide a flexible approach that is respectful of each individual regardless of their personal circumstances, where everyone is treated fairly.
Last updated: March 2025
Support and Wellbeing at Equifax
While vulnerability definitions are wide and rightfully unique, we organise them across 5 broad topics. Circumstances:
A change to your circumstances may be affecting your ability to manage your finances, including domestic or financial abuse as well as being a victim of fraud or having a thin file.
Health
If your ability to carry out day to day activity is limited because of health conditions or illness, be it physical or mental health related.
Financial Resilience
If your finances are impacted through credit refusal or a reduction in income.
Financial capability
If you have problems managing your finances or don’t know what steps you need to take to improve your financial situation.
Life Events
If you are currently experiencing or have experienced a life changing event e.g. a death of a loved one, loss of a job etc.
Knowledge is Power
The Equifax Knowledge Centre is a free to use section of the Equifax website which has over 200 articles across a range of topics which may be of use.
Gambling Problems and getting credit
If you or a loved one find yourselves in financial distress due to gambling issues, there are steps you can take to regain control of your finances and organisations that will provide help and support to get you back on your feet. For more information read: Gambling and managing finances
Consumer Duty
Consumer Duty is a standard introduced by the Financial Conduct Authority (FCA), to improve consumer protection and drive better outcomes. Businesses must act to deliver good outcomes for all customers, including those with characteristics of vulnerability.
Accessing Equifax service in alternative formats
Living with a disability whether visible or invisible is a permanent situation for many of the UK population. We want to ensure that we are supporting you effectively by providing alternative ways for you to contact and communicate with us, such as offering Next Generation Text as an alternative way to talk to us and alternative format credit reports, such as Braille, Large Print and Audio for those who need this service.
- Can I get my credit report in a different format
- I am profoundly deaf how can you support me
- I am blind/partially sighted how can you support me
- I am registered disabled how can you support me
Safeguarding yourself and family against scams
The UK’s National Trading Standards (NTS) organisation is keen to raise awareness about scams and how they can impact the lives of many vulnerable people. The Equifax Knowledge Centre has lots of information in the Identity Protection section on how to protect yourself and family from this type of fraud. We have also provided an external link to the NTS Friends against Scams website at the top of this page.
- Elderly people and scams
- Protect yourself from becoming a victim of SMS phishing
- How to spot phishing phone scams
- How to spot phishing emails
Dealing with the death of a friend or a loved one
Our Knowledge Centre has articles that you can read to help you reduce the stress in dealing with companies that have to be informed that someone has passed away.
- Registering a death
- Closing down a bank account after a death
- Who inherits money and property if someone dies without a will?
- What is Inheritance Tax?
Arranging for other people to talk to use on your behalf
Sometimes it is easier to have someone you know and trust to talk on your behalf. If you think you may need help now and in the future, it might be worth looking at setting up a Lasting Power of Attorney. This article tells you about how to set one up and tell Equifax about the arrangements, if you need to.
Problems getting credit
Getting access to credit whether planned or in an emergency can be a challenge and if your personal circumstances are making you vulnerable too, it can be an increasingly stressful time. Here we provide links to articles in our Knowledge Centre helping you to understand the factors that influence your Equifax Credit Score and what actions you can take to help improve your chances of getting credit in the future when you need it.