The complaints escalation ladder, step by step

If something has gone wrong, we want to put it right — and we want you to know exactly what happens at each stage. This is the full escalation route, with the timescales we hold ourselves to.

1. You tell us. Raise your complaint by message from your portal, by email to complaints@credicorp.co.uk, or by post to our registered office. Tell us what went wrong and what you would like us to do — see what to include in a complaint.
2. We acknowledge it within 3 business days. You get confirmation that we have received the complaint and the name of the person looking into it.
3. We investigate. We look at what happened, listen to any call recordings, and weigh it fairly. We may come back to you for more detail.
4. We send a final response, normally within 8 weeks. This is our written conclusion: what we found, what we will do, and why. If we cannot respond within 8 weeks we will write to explain why and when we expect to.
5. If you are still dissatisfied. Because this is lending to a limited company and is outside FCA consumer-credit regulation, the Financial Ombudsman Service cannot consider complaints about it. Our final response is the last stage of our internal process; the next step is independent legal advice or pursuing the matter through the courts. We would always much rather resolve a dispute without litigation, so please ask if you would like to discuss or mediate.

If your complaint is specifically about an automated decision, there is an additional route to ask a person to review it. For the timescales in detail, see time limits for raising a complaint. This reflects that the loan is to a body corporate, outside FCA consumer-credit regulation under Articles 60B and 60L FSMA RAO 2001; the Financial Ombudsman Service and the FSCS do not apply.

See also: How do I complain about a fee or charge?, Complaining about your Credicorp Flex facility, Complaining about your Credicorp Slice facility.