Internal complaints process means the procedure a lender uses to receive, investigate, and resolve complaints itself, rather than passing them to an external body. For Credicorp, this is the main route to resolving any complaint about your facility.
What it involves
- Logging your complaint and giving you a reference
- Acknowledging that we have received it
- Investigating what happened, using your information and our records
- Giving you a written outcome that explains our findings
- Reviewing again if you remain dissatisfied and raise new points
Why it matters here
For consumer credit, an unhappy customer can escalate to the Financial Ombudsman Service. Credicorp lends only to companies and LLPs on an exempt business basis, so that external route does not apply. The internal complaints process is therefore the primary mechanism for putting things right.
Related terms
You may also see references to escalation, which means asking for a complaint to be reviewed at a more senior level, and outcome, which is our final written response to a complaint.
If a complaint touches data protection, a separate external route to the Information Commissioner's Office (ICO) also exists.
See also: Are there time limits for raising a complaint?, Why doesn't the Financial Ombudsman Service apply to my complaint?, What happens after I complain?.