Why has something appeared on my credit file?
Marshmallow shares information about your monthly payment plan with TransUnion, a credit reference agency. Many companies that offer monthly payment plans do this.
This information shows whether your payments have been made on time each month.
If you have a question about something specific on your credit file, please tell us what it is and we will do our best to help.
I did not know you would report to my credit file
We are sorry this has come as a surprise. When you chose to pay your insurance premium in monthly instalments, this was included in the terms you agreed to.
The information we share reflects what has happened on your account, such as whether your monthly payments were made on time. We cannot change this information unless something has been reported incorrectly.
If you think something looks wrong, please let us know and we will look into it for you.
Can you remove or change something on my credit file?
We understand your concern. The information we share with TransUnion must accurately reflect your payment history with us. We cannot remove or change information just because it may be having a negative impact.
If you think we have reported something incorrectly, we will look into it. Please tell us what you believe is wrong, and we will investigate.
My payment history looks wrong
The payment information on your credit file is based on our records of your monthly insurance payments.
If you think this does not match what happened, please share the details with us. If you have them, include any payment dates.
We will check our records. If we find a mistake, we will get it corrected.
If our records show the same information, we will explain exactly what was reported and why.
What do the payment statuses mean?
The payment status on your credit file is a number that shows how your monthly insurance payments were going at the time. Here is what each number means:
0 means your payment was on time that month.
1 means one payment was missed or overdue.
2 means two payments were missed or overdue.
3, 4, 5, and 6 follow the same pattern. The number shows how many months of payments were missed.
If you would like to talk through what is showing on your file, we are happy to help.
This is damaging my credit score
We understand you are concerned about your credit file. Credit reference agencies use information from many companies to build your credit history.
We share accurate information about your payment history. This is only one part of that. We cannot change or remove correct information.
For customers building their credit history in the UK, on-time monthly payments reported by us can support their credit profile over time.
If you want to understand how this affects your credit score, TransUnion can provide further guidance.