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I'd say contact NatWest directly. I have been a long term customer and have the same weird ass credit discrepancies.
I get praised for only using a small percentage of available credit, and then equally am told that I should borrow more money to raise my score because my total lines of credit are quite small.
My boss was complaining that his says his score is low because he has no mortgage, but that's because he owns his place outright.
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You can get your credit report from all 3 agencies for free
ClearScore - Equifax
creditkarma - TransUnion
MSE Credit Club - ExperianCredit rating is nonsense, only the full report is worth paying attention to.
I use Experian typically to keep an eye on credit rating. I pay for the better insight version and it's fairly clear and seems accurate.
I just noticed my NatWest app offers a credit check through TransUnion so I had a look. My rating there is dogshite and includes lots of seemingly incorrect information (like suggesting I've had a Santander account for 24 years - I've never had a Santander account to my knowledge).
How can I go about finding out whether I signed up with them as a reckless 13 year old, whether someone is doing something in my name, or whether TransUnion have got it wrong?