We aim to resolve the majority of complaints within five business days of receiving all the information we need. We understand that an open complaint can be frustrating, so we commit to keeping you informed throughout.
Our standard timescales
- Acknowledgement: within one business day of your complaint being received
- Resolution (straightforward cases): within five business days
- Resolution (complex cases): up to 28 calendar days — we will notify you if your case falls into this category and explain why
What can extend the timeline
Some complaints require us to retrieve archived records, liaise with a payment provider, or review a sequence of transactions in detail. If we need anything further from you — additional documents or clarification — we will contact you promptly, and the clock pauses until we have what we need. If you provide that information quickly, it is the single most effective way to speed resolution.
Keeping you updated
You will receive a written update at least every seven calendar days for any complaint that has not been resolved. At the end of our investigation you will receive a final response letter setting out our findings, any action taken, and the reasoning behind our decision. If you are not satisfied with our final response, the next step is set out in our escalation process.
We lend only to UK limited companies and LLPs, and the loan is to the company with no director personal guarantee. As business finance outside the consumer-credit regime, it is not covered by the Financial Ombudsman Service or FSCS.
See also: How do I raise a complaint with Credicorp?, What can I do if my complaint is not resolved?.