If a charge on your statement does not look right, raise it with us and we will investigate. We would rather you ask than assume — most queries are resolved quickly once we can see the same line you are looking at.
What to have ready
- The statement date and the specific line or charge you are querying.
- Your account or facility reference.
- A short note of why it looks wrong — for example, the date, the amount, or that you do not recognise the charge type.
How we handle it
We trace the charge back to the clause in your agreement that authorises it and check that it was applied correctly. We then explain how the figure was calculated. If we find an error, we put it right and adjust your balance.
While the query is open
Keep your other payments up to date so the rest of the facility is unaffected. We will tell you if the query has any bearing on what is due in the meantime.
Where complaints go
Because this is exempt business lending outside the FCA consumer-credit regime, the Financial Ombudsman Service does not apply. We have our own complaints process and will set out how to escalate within Credicorp if you are not satisfied with our first response. The facility is to your company, with no director guarantee.
See also: How charges are shown on your statement, How do late-payment charges work?, Do you charge any hidden fees?.