If you're reviewing your business credit profile on Capitalise and discover a bank or credit account that you do not recognise, take immediate action. This could indicate a reporting error or, more seriously, a sign of business identity fraud.
Your course of action depends on whether the unrecognised account is a bank account or a credit account.
For unrecognised bank accounts (e.g., current accounts):
If the unrecognised account is a bank account, Capitalise typically has access to and will display the name of the bank.
Step 1: Contact the bank directly
Identify the bank: on your Capitalise credit profile, you will usually see the name of the bank associated with the unrecognised current account.
Find official contact information: look up the official contact details for that bank's fraud department or customer support. Crucially, do not use any contact details found on suspicious mail or documents. Always go to the bank's official website or a trusted source for their contact numbers.
Explain the situation: clearly state that you are a director of the company and you have an account listed on your business credit report that you do not recognise or did not open. Request further details about the account.
Gather information: ask them for the account opening date, how it was opened, and any other identifying information they can legally provide.
Step 2: Alert Experian directly about potential fraud
When you don’t recognise a bank account, it's also important to inform Experian, especially if you suspect fraud.
Contact Experian's business support/fraud team: Experian is the credit reporting agency that holds this data. You can contact them directly to make them aware of the potential identity fraud. Their contact details for business queries and fraud reporting can be found on the official Experian UK website.
Report the fraud: inform Experian that you've identified an account on your business credit profile that you believe was opened fraudulently or is incorrect. They will guide you on how to formally dispute the unrecognised entry.
For unrecognised credit accounts (e.g., loans, credit cards, lines of credit):
If the unrecognised account is a credit account, Capitalise does NOT have access to display the name of the financial institution that reported it.
Step 1: Contact Experian directly to identify the lender
You MUST contact Experian directly to inquire further about the unrecognised credit account. This is the only way to identify the financial institution that reported it.
Contact Experian's business support/fraud team: be prepared to provide them with the details of the unrecognised credit account as seen on your Capitalise profile (e.g., account type and balance).
Request lender identification: clearly state that you do not recognise this credit account and need to know which lender is reporting it to them.
Step 2: Engage with the identified financial institution (once known)
Once Experian provides you with the name of the financial institution, you can then follow similar steps as for an unrecognised bank account:
Contact their fraud department: reach out to the identified lender's official fraud department.
Explain and investigate: explain that you did not open this account and suspect fraud or error.
Gather evidence: collect any documentation that supports your claim.
Step 3: File a formal dispute with Experian (if fraud/error confirmed)
Regardless of the account type, if your investigation confirms the account was opened fraudulently or is an error, you will need to formally dispute the entry directly with Experian. Capitalise cannot initiate or manage disputes on your behalf. Experian has established processes for investigating and correcting inaccuracies on your credit report.