Every complaint is different, so we avoid promising a single fixed deadline that would either be unrealistic for complex cases or slower than needed for simple ones. What we can promise is to acknowledge your complaint promptly and keep you informed at each stage.
What affects the timeline
- How clearly the issue is described and evidenced at the outset
- Whether we need information from you or a third party to investigate
- How many transactions or events are involved
- Whether the issue spans both Credicorp Flex and Credicorp Slice
Our approach
We aim to resolve straightforward complaints quickly, sometimes within the first exchange. For more involved matters, we will give you a realistic sense of timing once we understand the full picture, and we will not leave you guessing in the meantime.
Helping it move faster
Giving us specific dates, references, and any supporting documents up front removes back-and-forth and shortens the review.
One thing to note
Because these are exempt business facilities, the consumer-credit timescales tied to the Financial Ombudsman Service do not apply. Our internal commitment to keep you updated stands regardless.
See also: How will you keep me updated during a complaint?, Does interest keep building while my company is in arrears? and How long do you keep my records?.