Disputing incorrect or outdated information on your credit report is crucial for maintaining a good credit score and ensuring fair access to credit.
Here’s how to lodge CRB disputes in Kenya.
Steps to lodge a CRB dispute
1) Obtain your credit report
Access your credit report from the CRB where the incorrect information is recorded.
You are entitled to one free credit report per year from each of the three CRBs in Kenya: TransUnion, Metropol, and Creditinfo.
2) Identify the errors
Carefully review your credit report to identify any errors or outdated information.
Common errors include:
- Incorrect personal details
- Wrongly listed defaults, or
- Payments not updated.
3) Gather supporting documents
Collect evidence supporting your claim. This may include loan statements, payment receipts, or letters from creditors confirming the correct status of your accounts.
4) Contact the CRB
Each CRB has a specific procedure for handling disputes. Contact the CRB where the error is recorded. You can do this via their online platforms, email, or visiting their offices.
Contact information for CRBs in Kenya
a) TransUnion
- Website: TransUnion Kenya
- Email:
- SMS: Send your ID number to 21272 to start the process.
- Physical Address: 2nd Floor, Prosperity House, Westlands Road, Nairobi.
b) Metropol CRB
- Website: Metropol CRB
- Email:
- Mobile App: Metropol Crystobol app is available on the Google Play Store.
- Physical Address: Metropol Building, Westlands, Nairobi.
c) Creditinfo CRB Kenya
- Website: Creditinfo Kenya
- Email:
- Physical Address: Crescent Business Centre, 2nd Floor, Nairobi.
Lodging the dispute
1) Fill out the dispute form
Download and complete the dispute resolution form from the CRB’s website or get it from their office. Provide detailed information about the error and attach copies of your supporting documents.
2) Submit the dispute
- Submit the completed form and supporting documents to the CRB. You can do this online, via email, or in person at their office.
3) CRB investigation
The CRB will investigate your dispute. They will contact the lender or institution that reported the disputed information for verification.
4) Resolution
The CRB has up to 30 days to investigate and resolve the dispute. If the information is found to be incorrect, the CRB will update your credit report accordingly.
You will receive a notification about the outcome of your dispute.
Monitoring your dispute
- Follow up: Regularly follow up with the CRB to check the status of your dispute.
- Re-check your report: After the dispute is resolved, obtain a new copy of your credit report to ensure the corrections have been made.
Escalating unresolved disputes
If your dispute is not resolved satisfactorily, you can escalate the matter:
Contact the credit provider
Directly contact the credit provider who reported the incorrect information and request them to correct it.
Seek help from the Central Bank of Kenya (CBK)
- If the issue remains unresolved, lodge a complaint with the Central Bank of Kenya.
- Contact Information:
- Website: Central Bank of Kenya
- Email:
- Physical Address: Haile Selassie Avenue, Nairobi.
Lodging a dispute with Tatua Center
Tatua Center is an initiative aimed at resolving disputes related to credit reporting and financial services. Here’s how to lodge CRB disputes using Tatua Center.
- Visit the Tatua Center website:
- Go to the Tatua Center website to initiate the dispute resolution process.
- Lodge a dispute:
- Navigate to Lodge a Dispute tab to fill out the complaint form. Provide detailed information about the dispute, including your personal details, the nature of the complaint, and the credit provider involved.
- Attach supporting documents:
- Upload all relevant documents that support your dispute. Ensure that the documents are clear and legible.
- Submit the complaint:
- Once you have completed the form and attached the necessary documents, submit your complaint through the Tatua Center portal.
After submitting your complaint, you will receive an acknowledgment from Tatua Center confirming receipt of your dispute. It will then review your complaint and engage with the relevant financial institutions and CRBs to investigate the issue.
Conclusion
Lodging a CRB dispute in Kenya involves obtaining your credit report, identifying errors, gathering supporting documents, and contacting the relevant CRB.
Follow the outlined steps and ensure you provide all necessary information to facilitate a timely and accurate resolution.
Regularly monitoring your credit report can help you maintain a good credit score and avoid potential issues in the future.
