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Here are a few answers to questions you may have. If your question isn't here, please don't hesitate to contact us for help.

Starting your search

How do I start my search?

To start searching on Peopletracer, you will first need to create an account and then purchase credits with one of our great value packages. To perfom a people search, enter a name and/or address into the search bar at the top of the page. To search for births, deaths, marriages or businesses, click on the appropriate tab when you are signed in.

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How does a Peopletracer search work?

Peopletracer is a self-service people and business searching website. This means we give you search results based on the information you provide us. You can read more about our various search products under the ‘What we offer’ tab above.

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What is a credit and when are they used?

Credits are our way of charging for searches. Credits are provided as part of a package. View the ‘Packages’ page to find out more.

Credits are only used if your search returns results. To view how many credits you need to perform a particular search, view the ‘Credit Usage’ page.

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How many credits do I need to search?

We recommend at least 5 credits for each person you need to find. To find information about a business may require more. To view how many credits you need to perform a particular search, view the ‘Credit Usage’ page.

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Can I get help with my search?

You can contact our team who will get back to you as soon as possible.

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I’m a business user, can I sign up to Peopletracer?

Yes. Businesses are allowed to sign up, and we provide a field to enter your Company Name on the payment page. Invoices are available to download from the ‘My Account’ page.

For extensive business use, we recommend Tracesmart, our parent company. Tracesmart offers business users industry leading consumer tracing and data verification solutions. Amongst a variety of other services, business users can use the Tracesmart site to trace people by utilising a multitude of innovative tracing and research datasets.

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I live outside the UK, can I sign up to Peopletracer?

Yes. We allow sign ups from anywhere in the world.

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Account information

I’m having trouble signing in

If you’re having trouble with the login page, click the ‘Forgotten your login details?’ link and you’ll be sent an email to remind you of your username and reset your password if needed.

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I've made a purchase and can't start searching: is there a problem?

We take fraud seriously, and we like to ensure that the cardholder is the person who is making the purchase. We're sorry about the delay in your search, but we'll contact you as soon as possible using the number you entered when making your purchase. Once we've spoken to you, your account will be activated, and you can begin your search.

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I have forgotten my password

That's not a problem; below the account login boxes, simply click the 'Forgotten your login details?' link, and you'll be sent an email so that you can reset your password.

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I have forgotten my username

When you purchased your Peopletracer package, you would have received a confirmation email with your username. If you’re having trouble locating this, click the ‘Login’ button and below the account login boxes, simply click the 'Forgotten your login details?' link, and you'll be sent a new email with your username.

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How can I change my contact details?

To do this, click on the 'My Account' tab and click on the button named 'Edit Account' within the 'Contact Details' box. You'll be taken to a form where you can update your information.

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I want to purchase more credits

If you are running low on credits and would like to purchase more, simply visit 'My Account' and click ‘Top-Up' where you will be able to purchase a new package. Your existing credits will be added to your new package and the expiry date of all your credits will be reset to 6 months from the new purchase date.

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How many credits can I top up with?

We offer 4 packages to choose from with credits ranging from 6 to 600. Simply visit 'My Account' and click on ‘Top-Up' where you will be able select a new package to purchase.

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Do my credits expire?

Your credits will expire 6 months from the date that your package was purchased. However, should you ‘top-up’ prior to the expiry date, your existing credits will roll-over onto your new package and your 6 month expiry date will be reset.

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Can I see my previous payments?

You can view your payment history by clicking on the ‘My invoices’ button on the 'My Account' page.

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Your results

Where do you get your information?

Our data is sourced from various publicly available records such as the Electoral Roll, Telephone Directories, Land Registry, and GRO indexes. This data is regularly updated to ensure you can search the most recent information.

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Which geographic areas can I search?

All our information is sourced from the UK, so we're able to help you find people and businesses anywhere in the UK.

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Am I able to find a person or business that resides abroad?

Unfortunately, our data is sourced from the UK only, so we're unable to help with your search.

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Do I have to pay for previous searches?

All previous searches are saved under the ‘My searches’ tab and can be viewed again as many times as you like without charge for 7 days after the search was performed. After 7 days, the results of a previous search are unable to be viewed, a new search for the same criteria will need to be performed.

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How can I tell if someone is still residing at the property shown in the results?

We have two dates which help you determine whether someone is living at the property shown:

  • Recency - This is the date which we last received a record for the person at that address.
  • Residency – shows you how long the person has lived at the address.
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Will the person I'm searching for be told that I am looking for them?

No. Our service is self-search, which means that only you (and our records) will know that you're using the site. We simply retrieve results based on your search, it’s then up to you to contact the person you're looking for.

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I can't see a telephone number on the search results, why?

If your retrieved search results haven’t provided telephone number details, this could be due to:

  • The telephone number is ex directory
  • There's no listing for this name at the address in the telephone directory
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I'm confident that the person I'm looking for is on the Electoral Roll, but I still can't get a result, why?

The Electoral Roll that we gain our information from was optional from 2003, which means that people can choose not to have their details registered. The number of people choosing to opt out of the Electoral Roll has levelled out to approximately 40% over recent years, which could be the reason that you're unable to find the person you're searching for.

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Why is there no Land Registry (property) information showing in my people search result?

If your people search result didn’t provide property information, this could be due to one of the following reasons:

  • The property has not been bought or sold since 1999
  • The property was recently bought or sold and we have yet to receive updated information from Land Registry.
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My phone number is ex directory: why is it being shown here?

We take data protection very seriously, and we're very careful not to display withheld information. We do not hold ex-directory telephone numbers.

The data that we use is supplied from a core database to which all licensed telecommunications operators and service providers submit their customers' directory data.

You'll need to contact your own telephone service provider to confirm your details are actually ex-directory, as we are not able to make changes to this central database.

Once they make the changes the correct data will be added to the telephone directory database and cascaded to all directory service providers within 24 hours.

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Removal of Personal Details and Complaints

I opted out of the Electoral Roll: can you remove my details from your records?

We can help you remove your records, simply print off and complete the record removal request form, and send it back to us. The reason we have your details is that you appeared in the 2002 version or in years since 2003 you may not have opted out of the Electoral Roll and we continue to hold those details.

This means that it's likely that other data specialists will also have your details on their records. If you wish to have them removed from all available sources, you'll need to contact them and advise them of your requirements.

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How do I make a complaint?

We aim to provide services which satisfy the needs of all our customers. However, should you need to complain about our service, you can do so by writing to us via email info@peopletracer.co.uk or by post to: Complaints Team, Peopletracer Ltd, Global Reach, Dunleavy Drive, Cardiff, CF11 0SN. To allow us to respond quickly to your concerns, please provide the following details:

  • Full name
  • Address
  • Date of birth
  • Email address
  • Any relevant reference numbers
  • A description of the complaint, plus any supporting evidence

Our complaints procedure

We aim to resolve your complaint within 3 working days of receiving it and will contact you, in writing, with the outcome. If that is not possible, we will write to you within 5 working days to let you know that your complaint has been received and we are progressing with it.

If your complaint is not resolved after 4 weeks, we will write again to explain what progress has been made. In most cases, we will give you our final response within 8 weeks of receiving your complaint. Our final response will tell you what we have found, what we will do and why we came to that conclusion.

Depending on the nature of your complaint, an alternative dispute resolution provider may also be able to assist. Where you are a consumer and your complaint relates to the financial information about you processed by Peopletracer acting as a credit information services provider, you will have the right to refer your complaint to the Financial Ombudsman Service (the "FOS").

The FOS is an independent body which seeks to resolve eligible complaints received from individual consumers. Sole traders, partnerships and other small businesses, charities and trusts may also be able to refer eligible complaints to the FOS. There is no charge for referring complaints to the FOS.

The contact details for the FOS are:

Financial Ombudsman Service

Exchange Tower
E14 9SR

Telephone: 0800 023 4567, or +44 20 7964 1000 if calling from outside the UK

E-mail: complaint.info@financial-ombudsman.org.uk

Website: http://www.financial-ombudsman.org.uk

Where you are a consumer with a complaint arising out of services purchased online, you may also register your complaint using the European Commission Online Dispute Resolution (ODR) platform. A link to the platform, including more information about how it works, can be accessed at the following address: http://ec.europa.eu/consumers/odr

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