FAQs

Card Protection Plan Limited (registered in England, number 1490503) registered address: 6 East Parade, Leeds, LS1 2AD, United Kingdom. Authorised and regulated by the Financial Conduct Authority, number 311489. Your Identity Protection insurance policy is provided by Card Protection Plan Limited acting as agent of the insurer, Homecare Insurance Limited (registered in England, number 2793290), registered address: 6 East Parade, Leeds, LS1 2AD, United Kingdom. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, number 202880. CPP is a registered trademark of CPP Holdings Limited.

You can find our contact details and opening times on the Contact Us page, just click on the link in the footer of this website and select Identity Protection.

If you have received a product closure notification letter from us and wish to talk to us about that, please call 0330 123 0858.

Select the Sign In link at the top of this website and then choose the Identity Protection product.

You will need your product reference number, surname and a mobile phone number to receive your one-time passcode to complete sign in. If you don’t have a mobile phone, we can send your code to your email address. If it’s your first time accessing the new site, you will need to answer a few security questions before we can send the one-time passcode, so we can continue to keep your information secure.

Your product reference number can be found in the top right corner of any documents we have sent you. If you have previously received a one-time passcode via email or text message, your product reference number will have been included. 

If you don’t have any of these to hand, you can call CPP and talk to one of our customer service agents. Our contact details and opening times are located on the Contact Us page, just click on the link in the footer of this website and select Identity Protection.

If you’re unable to receive your one-time passcode because contact details have changed, you can select ‘change telephone number’ or ‘change email address’ instead of requesting the code when attempting to sign in. You will need to answer a few security questions and then you can update your email address or telephone number. The one-time passcode will then be sent via your new contact details.

Simply access the members’ area and select the ‘Experian Report’ link. You will be redirected to your Experian Identity Plus service. You must have an email address to use the new Identity Plus service and CPP will capture this from you if we don’t currently have one. The first time you access the Identity Plus service you will need to accept Experian’s Terms & Conditions.

Experian Identity Plus service includes your Experian Statutory Credit Report and online web monitoring in one place.

You can monitor changes to your Experian credit report through the fraud report summary pages, or you can click the link to download an up-to-date statutory report. You can also store a copy of the file for your own records.

You can register important details such as, your address, telephone numbers, email addresses and financial account information with Experian.  They will monitor unsecure websites and illegal data trading sites to check if your personal details are available or being traded illegally online.

Experian will send you an email if there are any significant changes to your credit report of if your web monitoring details have been found available online.  You can also choose to receive these alerts by text message to your mobile phone if you prefer. To do this, sign in into your Identity Protection members’ area and select the ‘Experian Report’ link. You can then update your alert preferences with Experian.

If you require any assistance you can contact CPP and talk to one of our customer service agents. They can arrange a call back from our Caseworker team who are available Monday to Friday, 9am to 5pm. The will work with you to understand the situation and provide a personalised action plan to help resolve the situation. Experian can also provide assistance with their Victims of Fraud team if fraud has occurred.

Our contact details are on the Contact Us page, just click on the link in the footer of this website and select Identity Protection.

It is easy to cancel your product, simply call CPP and talk to one of our customer service agents. Our contact details and opening times are located on the Contact Us page, just click on the link in the footer of this website and select Identity Protection.

If you are dissatisfied with your Identity Protection product or the service provided by CPP, please contact us and we will try to resolve the situation. Our contact details and opening times are located on the Contact Us page, just click on the link in the footer of this website and select Identity Protection.

We aim to resolve all complaints as soon as we become aware of them.

If this is not within five working days, we will issue you with an acknowledgement letter to let you know that we have received your complaint and we are investigating it. We will keep you informed of our progress on an at least a four-weekly basis.

During our investigation, we may request additional information or contact with you. This may be via telephone or via written correspondence.

If we are able to resolve your complaint within two working days, we will attempt to phone you to explain our outcome. If we are unable to respond to your complaint within two working days, we will send you a final response letter which summarises our investigation and the outcome of your complaint.

In line with regulatory timescales, we aim to resolve all complaints within eight weeks. If we cannot come to an outcome by the eighth week, we will send you a letter giving our reasons for the delay and an indication of when we expect to provide a decision. At this point, you are also entitled to refer your complaint to the Financial Ombudsman Service.

If you are not satisfied with our resolution you also have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued

The contact details of the Financial Ombudsman Service are:

Website:               

http://financial-ombudsman.org.uk/

E-mail address:  

complaint.info@financial-ombudsman.org.uk

Telephone:        

0800 023 4567

020 7964 1000 (switchboard)

+44 20 7964 1000 (for calls from outside the UK)

Address:             

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

If you are dissatisfied with your Identity Plus service provided by Experian, please follow their complaints handling procedure;

Step 1: Contact Experian

• Call 0344 848 4277* and select option 1 and then option 2 to speak to Experian. Lines are open Monday to Friday 8am to 6pm.
• Send a letter: Customer Relations Team, Experian, PO BOX 8000, Nottingham, NG80 7WF
• Email: complaints@uk.experian.com

You don’t need to ask anyone to make a complaint on your behalf. Whenever possible, Experian prefer to hear about your complaint in your own words. When you contact Experian to make a complaint, they’ll investigate it fully and let you know what will happen next. So, to help Experian investigate your complaint, please tell them:

Your full name, address and preferred daytime phone number

Your email address

A description of the circumstances and facts that have given you reason to complain

The impact that this has had on you

Any reference numbers or account numbers

* Charges for calling 03 numbers are the same as for calls made to standard UK landline phone numbers starting 01 or 02. If your landline or mobile phone package means you can call an 01 or 02 number as part of ‘free’ inclusive minutes, the same will apply to calling our 03 numbers.

Step 2: Experian will see if they can resolve quickly…

They’ll try to resolve your complaint immediately. If they can’t do this, Experian will get back to you once they’ve reviewed your complaint in more detail. If they haven’t been able to resolve things for you immediately, Experian will acknowledge your complaint within 5 business days.

Whether Experian can resolve your complaint immediately or not, they may contact you to ask for clarification or to discuss options with you.

Step 3: What Experian will do next…

Experian will send you their final response within 8 weeks. The final response will tell you what Experian have found, what they’ll do and why they came to that conclusion.

Step 4: If you’re still unhappy…

If you’re still unhappy after Experian have completed these steps then, depending on the nature of your complaint, an alternative dispute resolution provider may be able to assist. Experian will provide you with the details of applicable providers at the time of completing these steps.

For example, if you’re a consumer and your complaint is about your credit file or financial services, then you will have the right to refer your complaint to the Financial Ombudsman Service (“Ombudsman”). The Ombudsman is an independent public body which aims to resolve disputes between consumers and businesses like us. Smaller businesses, charities and trusts may also be able to refer to the Ombudsman complaints about some subjects, such as the business information files we hold about them. It’s free to use their services and they are independent.

The contact details for the Ombudsman are:

Telephone:

0800 0234 567

Calls to this number are now free on mobile phones and landlines

0300 123 9123, or from outside the UK +44 20 7964 0500

Calls to this number cost no more than calls to 01 and 02 numbers.

Email:

complaint.info@financial-ombudsman.org.uk

Web:

www.financial-ombudsman.org.uk

Address:             

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Data is retained in line with our privacy policy which can be found in your most recent renewal pack, or online here. Data is retained for a minimum 7 years in line with legal and regulatory requirements.

If you wish to make a claim for an incident that happened before your product ended, or make a complaint, please don’t hesitate to get in touch.  You can find our contact details and opening times on the Contact Us page, just click on the link in the footer of this website and select Identity Protection.

If you have registered for the Experian ID Plus service as part of your CPP Identity Protection product, then your access to this will end on your product cancellation date. Please contact Experian directly if you would like to see what services they have available to you after your CPP product has closed.

Yes, if you have an active Bitdefender license key, this will continue to run for 12 months after the activation date, even if your product closure date is before this.

Your Cifas registration will continue for the timescale we advised at the point that we set this up for you, even if this is beyond your product cancellation date.

We have designed this website to be access via your PC, Mac or mobile device and we have tested this on several browsers; Chrome 79, Firefox 71, Microsoft Edge 44, iOS 11, 12, 13 & 14, Android 8.1 & 9.  

If you are having any difficulties, please check your web browser is up to date or contact CPP. Our contact details are on the Contact Us page, just click on the link in the footer of this website and select Identity Protection.

The Identity Protection privacy policy can be located here.

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