Accessibility & contact

Not everyone reads small print easily, uses the same channels, or finds standard processes straightforward — and that should never get in the way of managing your account. We can adapt how we communicate and work with you, quietly and without fuss. This page brings the options together in one place.

Formats we can usually offer

• Large print — letters, statements and forms in a larger typeface.
• Plain-language summary — a short, plain-English version of a longer letter.
• Accessible electronic format — documents as plain text or accessible PDFs that work properly with screen readers.
• A different channel — if post is not working for you, we can switch to email, or the other way round.

Support with communicating

• Interpreting and relay — if English is not your first language, or you use a relay service, tell us and we will work with that.
• Someone to help you — a friend, family member or advocate can help you deal with us or be present on calls. We may ask you to confirm in writing who is authorised.

How to ask

The simplest route is the Additional Support Needs form — tell us what works for you and we will record it on your account so future correspondence follows it. For a single document in a different format, the General Support Enquiry form is enough. Free, independent advice is available from Citizens Advice, and from the RNIB where a visual impairment is involved.

If you are going through a difficult time more broadly — including financial difficulty — please also see what to do if you are struggling to pay. For how to reach us, see how to contact us and what each channel can do.

See also: Reading your statements and payment information in an accessible way, Adjusting text size, contrast and zoom, Alternative formats we offer.

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You can make the Credicorp online account easier to read using settings that are already built into your browser and device. Our pages are designed to respond to these changes, so you do not need any special software.

Making text larger

Most browsers let you zoom the whole page with a keyboard shortcut or from the menu. Our layout reflows as you zoom, so columns stack rather than overflow and you should not lose any controls. You can also increase your operating system's default text size, which many parts of the account will respect.

• Use your browser's zoom controls to enlarge everything on the page.
• Increase your device's system text size for a consistent effect across apps.
• Turn on your browser's reader or high-contrast mode if it has one.

Contrast and colour

If you use a high-contrast theme or a dark mode at the operating-system level, the account is built to remain readable. We do not rely on colour alone to show important information, so warnings and confirmations are also explained in words.

If something breaks

If zooming or a high-contrast setting causes text to overlap or a button to disappear, let us know the page, browser and setting involved. That helps us reproduce the problem and fix it. In the meantime, our team can complete the same action with you by secure message or phone.

See also: Using your online account with a screen reader, Using your account without a mouse, How is the minimum monthly payment on Credicorp Flex calculated?.

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Standard documents do not work for everyone, so Credicorp can provide the key information about your facility in a range of alternative formats. These are available to the directors and finance contacts of the limited companies and LLPs we lend to.

Formats you can request

• Large print — the same content set in a larger, clearer typeface.
• Accessible PDF — tagged so it reads correctly with a screen reader.
• Plain text — a stripped-back version that works well with assistive software.
• Audio — a spoken version of a document, where this is practical to produce.
• Coloured paper or adjusted contrast — helpful for some forms of visual stress.

How to choose

If you are not sure which format suits you, describe the difficulty you have with standard documents and we will suggest an option. You can set a default so everything we send arrives in your preferred format, or request a single document on its own.

What stays the same

Whatever format you choose, the wording and the figures stay identical to the standard version. The rate, term and amounts will always be those shown in your offer and agreement. Alternative formats are provided at no cost to your company. If we cannot produce a particular format, we will tell you honestly and offer the closest practical alternative.

You may also want documents in large print, accessible statements and payment information or your accessibility preferences recorded.

See also: Accessibility and additional support, Adjusting text size, contrast and zoom, Asking for extra time or plain language on calls.

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Phone calls about a business facility can move quickly and use unfamiliar terms. If that makes things hard to follow, you can ask our team to adjust, and we will. Taking more time or using plainer language is something we are glad to do, not a special favour.

What you can ask for

• A slower pace, with pauses so you can take in each point.
• Plain-English explanations instead of finance jargon.
• Repeating or rephrasing anything that was not clear.
• A summary by secure message or email afterwards so you have it in writing.

Before an important call

If you know you have a call coming up about your Credicorp Flex or Credicorp Slice facility, you can ask us to send the key points in writing beforehand. That way you can read them at your own pace and note any questions to raise.

Making it your default

If extra time helps every time, ask us to note it on your company record so each adviser knows before the call begins. You will not be rushed and you will not be made to feel awkward for asking. If you ever feel a call was handled too quickly, you can ask a manager to review it.

See also: What does it mean to be in arrears?, Can I get my documents in large print?, What is an overpayment?.

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If standard print is hard to read, you can ask us to provide your Credicorp documents in large print. This applies to the documents that explain your Credicorp Flex or Credicorp Slice facility, your statements, and the letters we send about your account.

How to ask

Tell us that you would like large print and which documents you mean. We can set this as a standing preference so future documents arrive in large print automatically, or we can produce a one-off copy of something you already have.

• Let us know the document or type of document you need.
• Tell us whether you want this as a one-off or as your default going forward.
• Confirm the postal or email address you would like it sent to.

What we can adjust

Large-print versions keep all the same wording and figures as the standard document; only the presentation changes so it is easier to read. The rate, term and amounts shown will always match what is in your offer and agreement.

No charge

We do not charge your company for producing accessible versions of your documents. If you would prefer a different format altogether, such as an accessible PDF or audio, ask us and we will tell you what we can offer.

See also: Alternative formats we offer, What documents might you ask me to provide?, Can I get my loan documents in large print or another format?.

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If dealing with your facility on your own is difficult, you can let someone help. Because Credicorp lends to your company rather than to you personally, the company decides who is authorised to act on its behalf, and you can use that to make support easier.

Who can help

• Another director or the company secretary.
• A finance colleague or your in-house bookkeeper.
• Your accountant or another professional adviser.
• A trusted person who supports you, where the company authorises it.

Setting it up

An authorised person from the company can ask us to add a named contact and tell us what that person may do, such as discussing the balance, requesting documents or helping with a payment instruction. We will confirm the arrangement so everyone is clear, and you can change or remove it at any time.

Keeping control

You stay in charge of your facility. We will only act on instructions from people the company has authorised, and certain decisions remain with the company's directors. Adding someone to help does not change the rate, term or amounts in your agreement; it simply makes the day-to-day easier. If you want a one-off rather than a standing arrangement, tell us and we will treat it that way.

See also: Who can make a complaint to Credicorp?, How to contact us, and what each channel can do, Can my accountant or another representative deal with you on our behalf?.

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There is more than one way to reach us, and the right one depends on what you are trying to do. This page sets out the channels and what each is best for, so you get to the right place first time.

For anything about your own account

Account actions — checking your balance, making a payment, setting up an arrangement, requesting documents, updating your details — happen securely in your online portal, after you sign in. This is by design: it keeps your information protected behind your login, and it is the only place a genuine request to pay will appear. Sign in at clients.credicorp.co.uk.

For general questions

You do not need to sign in to ask a general question. The contact page on our main site has the ways to reach us, and Credi, the assistant on this help centre, can answer questions about our products, eligibility, applying, costs and processes at any time. Credi is knowledge-only — for anything tied to your specific account it will point you to sign in, because it cannot see account details.

If you are not sure which route you need, start here in the help centre or ask Credi, and we will point you to the right place. For support needs of any kind, see accessibility and additional support.

See also: Reading your statements and payment information in an accessible way, Adjusting text size, contrast and zoom, Alternative formats we offer.

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We are here to help. Whatever you need — a payment arrangement, a statement, a change to your details or simply a question answered — this page shows you the quickest way to reach the right team. Most things can be sorted online without picking up the phone.

Three quick ways to get sorted

• Send a request online. Fourteen request forms cover payments, statements, complaints and account changes, and each one goes to the right team. Use the Forms & Requests section on our main site — the General Support form is the best starting point.
• Browse answers by topic. This help centre is a topic-indexed knowledge base covering payments, your account, your loan, hardship and more. Browse all help articles or use the search box at the top of any page.
• Make a payment. You can pay online by debit card in your portal — you will need your account or reference number to hand. Sign in at clients.credicorp.co.uk.

Common requests, straight to the form

If you already know what you need, these links open the right form on our main site:

• Set up a payment arrangement
• Request a payment extension
• Hardship variation request
• Request a statement of account
• Update your contact details

Email the right team

If you would rather email, sending to the right address gets you a faster answer:

Phone and post

You can call us on 07946 812 112. Our team is available during normal office hours, Monday to Friday. By post, write to:

Credicorp Limited
Attn: Customer Service
Suite AU31848, 9 Skyport Drive
Harmondsworth, West Drayton UB7 0LB, United Kingdom

If you are finding payments hard, please do not wait — see what to do if you are struggling to pay. If you need things done differently for any reason, see accessibility and additional support.

See also: Reading your statements and payment information in an accessible way, Adjusting text size, contrast and zoom, Alternative formats we offer.

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If part of our website, online account or documents is hard to use because of an accessibility barrier, we want to hear about it. Reports from customers are one of the best ways we find and fix problems, so please do tell us.

What to include

The more detail you can give, the faster we can reproduce and fix the issue. Where you can, please tell us:

• The page or document where the problem happened.
• What you were trying to do and what went wrong.
• Any assistive technology you were using, such as a screen reader or magnifier.
• Your browser and device, if you know them.

How to send it

You can report a problem through any of our contact channels, including secure message in your online account or email. You do not need to be signed in to tell us about a public page on our website.

What happens next

We will acknowledge your report and look into it. If we can offer a workaround in the meantime, such as completing an action with you directly, we will. We will let you know when we have fixed it. As a business lender we are outside the Financial Ombudsman Service, but you can ask a manager to review how we have handled your report.

If you need help while we investigate, see accessibility and additional support, how to get help and support from Credicorp and recording your accessibility preferences.

See also: Reading your statements and payment information in an accessible way, Adjusting text size, contrast and zoom, Alternative formats we offer.

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Credicorp lends to UK limited companies and LLPs for business purposes, and we want every director, company secretary or finance contact who deals with us to be able to do so comfortably. Accessibility is not a bolt-on for us; it shapes how we build our online account, write our documents and run our support channels.

What we aim for

Our goal is that you can apply, manage a Credicorp Flex or Credicorp Slice facility, and reach us for help without your access needs getting in the way. Where something is harder than it should be, we want to know so we can put it right.

• An online account designed to work with screen readers, keyboard navigation and browser zoom.
• Plain-English documents that explain your facility without unnecessary jargon.
• Alternative formats on request, such as large print or accessible PDFs.
• A choice of ways to contact us, so you can use the channel that suits you.

Telling us what you need

You do not have to explain a diagnosis or share medical details. Simply tell us what would make things easier, and we will do what we reasonably can to support it. You can record a lasting preference so you do not have to repeat yourself each time.

A note on protections

Because we lend only to businesses for business purposes, our facilities sit outside the FCA consumer-credit regime. That means the Financial Ombudsman Service and FSCS do not apply. Our accessibility support is something we provide directly, and we will always tell you who to contact if you are not happy with it.

See also: Recording your accessibility preferences, Working capital vs growth finance: matching finance to purpose and A director's loan to your own company: tax and legal points.

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Your statement and payment information should be easy to read and understand, whatever your access needs. Credicorp can supply these in an accessible format and can talk you through them if reading the detail is difficult.

Getting your statement in the right format

You can ask for your statements in large print, accessible PDF or plain text, and set that as your default so each new statement arrives the same way. If you use a screen reader, our online statements use proper table headings so the figures are read out alongside the column they belong to.

• Choose a default format so you do not have to ask each month.
• Request a one-off accessible copy of a past statement.
• Have a statement read out and explained over the phone or by secure message.

Understanding what you see

A statement shows what has been drawn, what has been repaid and what is outstanding on your Credicorp Flex or Credicorp Slice facility. If any line is unclear, ask us and we will explain it in plain words. The figures will always match the rate and term shown in your agreement.

If something does not add up

If a figure looks wrong or you cannot reconcile it, contact us and we will check it with you. We would rather walk through it together than leave you unsure.

For related support, see alternative formats we offer, requesting documents in large print and recording your accessibility preferences.

See also: Accessibility and additional support, Adjusting text size, contrast and zoom, Asking for extra time or plain language on calls.

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You should not have to explain your access needs every time you contact us. Credicorp can record your preferences against your company record so the right format and the right kind of support follow you from one conversation to the next.

What you can record

• Your preferred document format, such as large print or accessible PDF.
• Your preferred way of being contacted, such as secure message rather than phone.
• Extra time on calls, or a request that we avoid jargon and explain things plainly.
• The name of anyone the company has authorised to help you.

How we use it

Once recorded, your preferences shape how we send documents and how our team gets in touch. We treat this information sensitively and use it only to support you. You never have to give us a diagnosis or any medical detail; telling us what helps is enough.

Keeping it up to date

Your needs can change, and so can the way you prefer to deal with us. You can update or remove a preference at any time by telling us through any contact channel. If you ask, we will confirm back in writing what we have noted, so you can check it is right. Recording a preference never affects the rate, term or amounts in your agreement.

Examples of preferences include alternative document formats, support for hearing loss and support for neurodivergent customers.

See also: Accessibility and additional support, Reading your statements and payment information in an accessible way, Adjusting text size, contrast and zoom.

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If a phone call is difficult because of hearing loss, you do not need to use one to manage your Credicorp facility. We offer written channels so you can handle everything about your Credicorp Flex or Credicorp Slice account without speaking on the phone.

Written ways to reach us

• Secure message in your online account, which keeps a record of the conversation.
• Email for questions that do not need you to be signed in.
• Post if you would prefer to put something in writing formally.

If you do want to use the phone

You are welcome to use a text relay service to call us. When you reach us through a relay assistant, please give them a moment to explain how the call works, and our team will adjust the pace to suit. We will not rush you and we will repeat or rephrase anything that is unclear.

Recording your preference

You can ask us to make written contact your default, so we reach you by secure message or email rather than by phone. Tell us once and we will note it on your company record. As we lend only to businesses, the Financial Ombudsman Service does not cover us, but you can always ask a manager to review how we have handled your contact preferences.

See also: How to contact us, and what each channel can do, Changing your communication preferences and Support for customers with visual impairment.

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If you have a visual impairment, there are several ways Credicorp can make managing your business facility easier. These cover both how we send you information and how you use your online account day to day.

Documents you can read

We can send your facility documents and statements in large print, accessible PDF, plain text or audio. You can set one of these as your default so everything arrives in a format that works for you, rather than asking each time.

An account you can navigate

• The online account works with screen readers and supports keyboard-only navigation.
• You can zoom your browser without text overlapping or controls disappearing.
• Important information is conveyed in text, not by colour alone.
• Form fields are clearly labelled so assistive software can announce them.

Getting help

If you would rather talk something through than read it, our team can walk you through your statement or an action over the phone or by secure message. We are happy to read out the figures shown in your offer or agreement and explain what each one means.

Recording what you need

Tell us your access needs once and we will note them, so you receive the right format and support from then on. You never have to share medical details to receive this support.

See also: Support for neurodivergent customers, How we support directors in vulnerable circumstances and How to contact us, and what each channel can do.

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People process information in different ways, and dealing with a business facility can involve a lot of detail at once. If you are autistic, dyslexic, have ADHD, or simply find dense documents and fast calls difficult, Credicorp can adjust how we work with you.

Adjustments that often help

• Information sent in writing so you can read it at your own pace and re-read it.
• Plain language with one idea per sentence and clear headings.
• Plain-text or differently coloured documents to reduce visual stress.
• Time to consider things, rather than being asked to decide on the spot.
• A single point of contact where practical, so you are not retelling your situation.

Calls and deadlines

If a call helps, we can keep it short, stick to an agenda and follow up in writing. If a deadline is causing pressure, tell us; we would rather agree a workable approach than have you struggle with it. We will explain the figures shown in your offer and agreement without rushing.

Telling us what works

You do not need to label yourself or share a diagnosis. Describe what makes things harder and what helps, and we will note it so you get the same support next time. You can change these preferences whenever you like.

See also: Support for customers with visual impairment, Do all directors need to approve the application? and How we support directors in vulnerable circumstances.

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If you use a keyboard instead of a mouse, or rely on a switch or other input device, the Credicorp online account is built to be operated without pointing and clicking. Every action you need to manage a Credicorp Flex or Credicorp Slice facility should be reachable by keyboard alone.

How it works

• Tab order follows the visual layout, so you move through a page in a logical sequence.
• Visible focus shows you where you are on the page as you move.
• Skip links let you jump past the menu straight to the main content.
• Menus and dialogs can be opened, used and closed from the keyboard.

Forms and confirmations

Form fields are labelled so assistive software announces them correctly, and you can move between fields and submit using the keyboard. When an action succeeds, such as setting up a payment instruction, the confirmation is placed where keyboard and screen-reader users will reach it.

If you hit a barrier

If a control cannot be reached or a focus trap stops you moving on, tell us the page, your browser and the device you use. We treat keyboard barriers as faults to fix. While we look into it, our team can complete the same step with you by secure message or phone.

Related accessibility articles cover using your online account with a screen reader, the accessibility standards we follow and how to report an accessibility problem.

See also: Accessibility and additional support, Reading your statements and payment information in an accessible way, Adjusting text size, contrast and zoom.

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Your Credicorp online account is built to work with common screen readers on desktop and mobile. Whether you manage a Credicorp Flex or Credicorp Slice facility, the structure is designed so you can move around by headings, landmarks and links rather than reading every line.

Getting around

Each page begins with a skip link so you can jump straight to the main content without tabbing through the menu every time. Pages use proper heading levels, so you can pull up a heading list to get an overview and move to the section you need.

• Landmark regions identify the main navigation, the primary content and the footer.
• Form fields carry visible labels that are also announced by your screen reader.
• Buttons and links describe what they do, not just where they go.
• Status messages, such as confirming a payment instruction, are announced when they appear.

Tables and statements

Where we show transactions or a statement summary, columns have proper headers so your screen reader can tell you which figure belongs to which heading as you move across a row.

If something does not read correctly

Screen readers and browsers vary, so if a page does not announce clearly, tell us which page, which screen reader and which browser you were using. That detail helps us reproduce and fix the issue quickly. You can reach our support team through any of our contact channels, and you can ask us to confirm back in writing.

For nearby topics, see using your account without a mouse, accessible statements and payment information and reporting an accessibility problem.

See also: Accessibility and additional support, Adjusting text size, contrast and zoom, Alternative formats we offer.

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We build our website and online account towards the Web Content Accessibility Guidelines, the international standard most UK organisations use as their benchmark. We aim to meet the widely adopted AA level across the journeys that matter for managing a business facility.

What we do in practice

• Use semantic headings, landmarks and labels so assistive technology can interpret pages.
• Make sure colour is never the only way important information is shown.
• Support keyboard-only operation, browser zoom and high-contrast settings.
• Test key journeys, such as signing in and viewing a statement, with assistive technology.

Being honest about gaps

No site is ever perfectly accessible at every moment, and new pages or changes can introduce issues. Where we know about a barrier, we work to fix it and we are glad to be told about ones we have missed. We treat accessibility as ongoing maintenance, not a one-off project.

Telling us what you find

If you meet a barrier on our site, let us know the page, your browser and any assistive technology you use, and we will look into it. If you ever cannot complete something online, our team will do it with you another way so you are never stuck. As a business lender we sit outside the Financial Ombudsman Service, but you can ask a manager to review any concern.

See also: Recording your accessibility preferences, Funding an urgent equipment repair or replacement, What is an IVA and does it apply to companies?.

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