If your account is in arrears, our collections team may contact you. Collections contacts must be conducted in a way that is fair, respectful, and compliant with FCA rules on treating customers fairly. If you believe a contact fell short of this standard, here is what to do.
Standards we are held to
Under FCA Consumer Duty and the FCA's Debt Collection sourcebook, collections contacts must:
- Be made at reasonable times (not excessively early or late).
- Not use threatening, aggressive, or misleading language.
- Not contact third parties (e.g. family members or your employer) without your consent.
- Not make contact at a frequency that constitutes harassment.
- Always explain who is calling and why.
How to complain
- Note the date, time, and nature of the contact you are complaining about. If it was a call, note who you spoke to if they gave their name.
- Submit a complaint using the Online complaints form, email complaints@credicorp.co.uk, or call our complaints line. Quote the date of the contact.
- We will investigate and respond in writing within our standard complaints timelines.
If you want contact to stop during the complaint
If you believe contact is excessive or causing distress, tell us directly and we will pause collections contact while we investigate your complaint. This does not affect the debt or the accrual of interest, but it stops the contact while we resolve the complaint.
Using a debt adviser as a buffer
If you instruct a recognised debt adviser (such as Business Debtline or a StepChange-affiliated adviser) to handle your case, all collections contact should be directed to them rather than to you. Provide us with their contact details in writing.
See also: How do I make a complaint?, What happens after I submit a complaint?, I am struggling to pay — what should I do?.