What to do when a candidate's credit check returns a mismatch

What is a credit report mismatch?

A mismatch happens when details supplied by the candidate don't line up with what's held on file by the credit bureau. The most common cause is a data error on the credit record itself, for example a wrong date of birth, a misspelt name, or an outdated address. Because the bureau can't verify the candidate against mismatched records, the credit check can't be completed in its current form.

How will I know there's a mismatch?

When you open the candidate's profile in the portal, the status will show as "In Review". A note on the report will explain the specific mismatch and what needs to happen next. It will read something like:

"The attached report shows a mismatch between the candidate's reported date of birth and the date of birth appearing across their credit records. This discrepancy appears to be due to an error with the credit provider. The candidate must contact the provider to correct the record and provide updated information to the credit bureau reflecting the accurate date of birth. Verification cannot be completed until the corrected credit report has been produced."

What should I do first?

Speak with the candidate to understand what has led to the mismatch. In many cases, the candidate can explain the reason straight away, for example a typo on an old credit application, a name change after marriage, or a historic address error.

Can I complete the check myself if I'm satisfied with the candidate's explanation?

Yes. If the candidate gives you a clear reason for the mismatch and you're satisfied with that explanation, you can complete the check directly in the portal. The check will be marked as complete based on your review, with no further action needed from us.

What if I'd rather have the mismatch corrected?

If you'd prefer the credit report itself to be corrected before the check is completed, ask the candidate to contact the provider that reported the information (for example, the lender, bank, utility, or telco). The provider should then submit the corrected record to the credit bureau on the candidate's behalf. This is the normal route and applies regardless of the reason for the mismatch.

The candidate should only approach the credit bureau directly if the provider refuses to make the change, which is rare.

Where can the candidate get help with correcting their report?

If the candidate needs guidance, point them to:

• Our candidate FAQ on correcting credit report information, which walks them through contacting the provider, raising a dispute with the bureau, and the timelines involved
• Our candidate support team at candidate-support@veremark.com

What happens once the candidate has corrected the information?

Once the provider has submitted the amendment, the correction itself is usually processed within 5 to 10 business days. The updated details then need to appear on a new credit report, which is produced on the bureau's monthly cycle, so allow around a month from the date of correction. In practice, it's often quicker.

Ask the candidate to confirm when the updated report is available before you take the next step.

Will I need to re-order the credit check?

Yes. Once the candidate confirms the correction has been made, you'll need to re-order the credit check so we can pull a fresh report from the bureau.

Please note: a re-ordered credit check is billable as a new check. The original check cannot be completed without a clean report from the bureau, so the updated pull is treated as a separate order.