Our responsibility: Inform and empower consumers, and ensure that those who interact directly with our company receive fair and honest treatment.
Experian is much more than a simple credit reference agency, but this is one of our central services and is very visible to the consumer, so we focus on this role as one key responsibility.
As a credit reference agency, Experian is obliged by law to provide a certain level of service to consumers, but we set ourselves targets to exceed imposed standards and have a network of community champions across the globe who lead the way in ensuring consumers’ rights and needs are considered in our business interactions.
To provide an idea of scale, we manage approximately 500 million consumer credit records and operate 16 consumer credit bureaux.
We are focused on improving our service to consumers in all capacities: statutory, voluntary and commercial. The spread of our activities both geographically and by type, means it is difficult to provide a consistent measure of this performance, but we do provide a narrative of improvements in the CR report and are looking at how we can make this increasingly quantitative.
The central direction for the Group’s community programme is also now focused on financial education and entrepreneurship and so, increasingly, our funds will support projects that serve the long-term interests of the consumer.