Once you have submitted a complaint, here is exactly what happens and when you can expect to hear from us.
Stage 1 — Acknowledgement
We will send an acknowledgement within 5 business days of receiving your complaint. The acknowledgement confirms we have received it, gives it a reference number, and tells you the name of the person handling it. Keep the reference number — you will need it for any follow-up.
Stage 2 — Investigation
Your complaint is assigned to a member of our complaints team. They will:
- Review the account history and any correspondence relevant to your complaint.
- Speak to the teams or individuals involved where necessary.
- Assess whether our processes were followed correctly and whether an error was made.
Stage 3 — Resolution
We aim to issue a final response letter within 15 business days of receiving your complaint. Complex cases involving multiple parties, historical records, or third-party information may take longer — up to 35 business days. If we need more time, we will write to you to explain why and when you can expect the final response.
What the final response contains
- Our decision on the complaint — uphold, partial uphold, or not upheld.
- Our reasoning.
- Any remedy we are offering (refund, goodwill payment, correction of record).
- Your right to take the complaint to the Financial Ombudsman Service if you are not satisfied.
If you are not satisfied with the response
You have the right to refer your complaint to the Financial Ombudsman Service (FOS) — a free, independent service — if you are not happy with our final response, or if 8 weeks have passed from the date we received your complaint without a final response. See escalating an unresolved complaint for how to do this.
See also: How do I make a complaint?, Escalating an unresolved complaint, What happens after I submit a complaint to Credicorp?.