How to get a credit report?

You have the right to access your credit report from Creditinfo. You can obtain your credit report free of charge twice every 12-months. If you require additional reports during that period, you can email us at ug.creditreports@creditinfo.com or call us on +256 (0) 200 518 600 and we will provide you with your credit report at a small fee. You will be required to submit the following information for us to process your request.

– Proof of Identity
– Name
– Surname
– Date of Birth
– Contact information (e-mail address, telephone number)
– Any of the following officially recognised documents: National Identity Card, Financial Card Number,Passport, Drivers Licence, NSSF Card or Voters Card.

How to log a dispute?

If you feel that the information on your credit report is incorrect, you can contact Creditinfo’s Information Integrity (Disputes) Department to request that your information is reviewed and corrected. Creditinfo’s Information Integrity (Disputes) staff have the knowledge and skills to assist you in resolving queries on your credit report. You can email the team at ug.disputes@creditinfo.com or call on +256 (0) 200 518 600.

You will be required to submit the following information for your request to be processed.

– Proof of Identity
– Name
– Surname
– Date of Birth
– Contact information (e-mail address, telephone number)
– Any of the following officially recognised documents: National Identity Card, Financial Card Number,Passport, Drivers Licence, NSSF Card or Voters Card.
– Detailed reason(s) for logging the dispute (Dispute Forms for Individual Borrowers and Non-Individual Borrowers attached).

We may require additional information for your request to be processed accurately.
According to the Guidelines to Participating Institutions on Credit Data Standardisation and the Implementation of Credit Reference Services issued by Bank of Uganda, complaints by borrowers are to be addressed immediately and in any case not later than 14 business days for full complaint resolution. If your information is updated on your credit report after investigation with the responsible financial institution(s) because of your dispute; we will provide you with a copy of your updated credit report.

If your information is not updated on your credit report after investigation with the responsible financial institution(s) because of your dispute; we will provide detailed feedback as to the reasons why we could not process your request. If you are not in agreement with the outcome of the investigation you can contact the financial institutions directly for further assistance.

What is CBS?

Q: What is CBS?
A: CBS stands for Credit Bureau Solution. It is a comprehensive platform designed for credit reporting institutions to manage and access credit information.

Q: How do I access CBS?
A: Access to CBS is provided through secure login credentials issued by your organization’s IT department.

Q: What should I do if I encounter an error in CBS?
A: If you encounter an error, report it to the designated IT support team immediately, including as much detail as possible about the error message or issue.

Q: How do I reset my password for CBS?
A: To reset your password:
• Go to the CBS login page(https://crb.creditinfo.co.ug/app/) and click on ‘Reset Password.’
• Enter your username.
• Click on the ‘Reset Password Request.’
• A reset link will be sent to your work email, allowing you to create a new password.

Q: Will the new CBS have a Documentation Module where users can access system information, functionalities, and report interpretation, similar to Credit Check?
A: Yes, CBS will include user manuals accessible through the question mark (?) icon.

Q: Is the application accessible on mobile devices?
A: Yes, the application is accessible on mobile devices.

Credit Clearance Certificate

Q: What is a Credit Clearance Certificate?
A: A Credit Clearance Certificate is an official document that verifies an individual’s or entity’s credit history and status. It is often used to prove that all debts have been settled and that there are no outstanding financial obligations.

Q: How do I apply for a Credit Clearance Certificate?
A: To apply, follow these steps:
• Complete the Bio Data form provided online. Clearance Certificate – Creditinfo Uganda
• Attach Your ID: Upload a copy of your ID in acceptable formats (JPEG, PNG, or PDF).
• State the Reason for Application: Specify why you need the Credit Clearance Certificate.
• Confirm Consent: Select ‘YES’ to confirm your consent.
• Submit the Form: Submit the completed application form.
• Receive Confirmation Email: After submission, you will receive a confirmation email with a ticket number.
• Complete Payment: You will get a notification on the supplied Airtel/MTN phone number for payment instructions.
• Receive the Certificate: Once payment is completed, the Credit Clearance Certificate will be sent to the email address you provided.

Q: What ID formats are acceptable?
A: You can submit your ID in JPEG, PNG, or PDF formats.

Q: What if I don’t receive a confirmation email?
A: Check your spam or junk folder. If you still don’t receive it, contact customer support for assistance.

Q: How will I be notified to complete the payment?
A: You will receive a notification on the Airtel or MTN phone number you provided during the application process.

Q: Can I use a different phone number for payment notifications?
A: No, the notification will be sent to the Airtel or MTN phone number you supplied. Ensure it is correct.

Q: How long does it take to receive the Credit Clearance Certificate?
A: After completing the payment, you should receive the Credit Clearance Certificate at your provided email address. The processing time may vary, but it generally takes less than 1 hour.

Q: What if I make an error in the application form?
A: If you realize there’s an error after submission, contact customer support as soon as possible to request a correction on ug.disputes@creditinfo.com or 0200518600.

Q: Is there a fee for the Credit Clearance Certificate?
A: Yes, there is a fee associated with obtaining the certificate. Details about the payment will be sent to you after your application is submitted.
Q: Whom should I contact if I have issues or questions?
A: For any issues or questions, please reach out to customer support via the contact details provided on the application website (ug.disputes@creditinfo.com or 0200518600).