If you are unhappy with any aspect of your experience with Credicorp — whether it is how a decision was made, how we communicated with you, or a service failure — we want to hear from you and put it right. This guide explains the full complaints process.
How to submit a complaint
You can raise a complaint in any of the following ways:
- By email: complaints@credicorp.co.uk
- Through your online account: sign in and use the complaints section under support
- In writing: Credicorp Limited, [our registered address as shown in your loan agreement]
There is no specific form you need to complete. Please describe what went wrong, when it happened, and what outcome you are looking for. The more detail you can give us, the more effectively we can investigate.
What we will do
Once we receive your complaint:
- Acknowledgement. We will acknowledge receipt within 5 business days
- Investigation. A named member of our team will take responsibility for your complaint and investigate it
- Final response. We aim to send you a final response within 8 weeks of the date you first complained
- Update if delayed. If we need more time, we will write to you explaining why and when you can expect a response
What our final response will contain
Our final response will tell you:
- Whether we uphold your complaint in full, in part, or not at all
- The reasons for our decision
- Any steps we are taking to put things right, which may include a financial remedy or an apology
- Your right to take the matter further if you remain dissatisfied
What if you are not satisfied with our response?
Because Credicorp lends to UK limited companies and LLPs for business purposes, your borrowing is outside the Financial Conduct Authority's consumer-credit regime. This means the Financial Ombudsman Service (FOS) and the Financial Services Compensation Scheme (FSCS) do not apply to your loan.
If you are not satisfied with our final response, your options include:
- Referring to the Business Banking Resolution Service (BBRS) if your company meets their eligibility criteria (certain SMEs only — check thebbrs.org)
- Seeking legal advice — independent legal advice on contract disputes is available from solicitors specialising in commercial law
- Citizens Advice can help you understand your options even for business disputes
Urgent or sensitive complaints
If your complaint involves a time-sensitive matter — for example, a pending payment collection that you dispute, or a data breach — please contact us immediately and flag it as urgent. We will prioritise these cases.
If your complaint relates to financial difficulty rather than a service issue, please see our Payment difficulty guidance — there is a separate process for payment arrangements and hardship support.
Our complaints data
Credicorp publishes summary data on complaints volumes and resolution rates. You can find this in our About Credicorp section or request it directly by contacting us at complaints@credicorp.co.uk.
See also: How to download your loan documents, How to get a business loan: a step-by-step guide, How to read your Key Information Sheet (KIS).