Part of our lending decision is automated, and we are open about that. If you are unhappy with an automated outcome, you have two things you can do: use your data-protection rights to ask for a human review, and — separately — raise a formal complaint. They are not the same, and you can use either or both.
Your right to a human review (UK GDPR Article 22)
Under Article 22 of the UK GDPR, you have the right not to be subject to a decision based solely on automated processing where it significantly affects you, and to ask for human involvement. In practice you can ask a member of our team to re-examine the outcome, explain in plain English the main factors that drove it, and reconsider it with new evidence. A contest goes to a senior underwriter who did not take the original decision. To use this, open the support tab in your portal and tick that your message concerns an automated decision; we respond within two business days. See how to ask a person to review your decision.
Raising it as a complaint
If you feel the process itself was unfair — not just the result — you can also make a formal complaint. That follows the normal route: acknowledged within 3 business days, with a final response normally within 8 weeks. See the complaints escalation ladder. You can also ask for a human to review your decision by getting in touch with our team.
If you want the decision looked at again, start with the Article 22 human-review route — it is faster and aimed exactly at that. If you want to complain about how you were treated, use the complaints process. You can do both.
For how the automated assessment works in the first place, see is my loan decision made by a computer? Because this is lending to a body corporate, it is outside FCA consumer-credit regulation under Article 60B FSMA RAO 2001, so the Financial Ombudsman Service and the FSCS do not apply; your data-protection rights, however, apply in full.
See also: Are there time limits for raising a complaint?, How do I complain about a fee or charge?, Complaining about your Credicorp Flex facility.