You do not need to use any special form of words to complain — just tell us what went wrong. But a few details up front help us investigate properly and get back to you faster.
The five things that help most
- Who you are. Your company name and your loan or application reference, so we can find the right account.
- What happened. A short description of the problem, in your own words.
- When it happened. Dates or a rough timeframe, and the names of anyone you dealt with if you remember them.
- What you would like us to do. The outcome you are looking for — an explanation, a correction, a call back, or something else.
- How to reach you. The best phone number or email, and any times that suit you.
If it is easier, a friend, family member or adviser can help you put the complaint together or deal with us on your behalf — we may ask you to confirm in writing who is authorised. If you need the process in large print, plain language or another format, just ask.
How to send it
Message us from your portal, email complaints@credicorp.co.uk, or write to our registered office. Whichever route you choose, we acknowledge within 3 business days and aim to send a final response within 8 weeks — see the complaints escalation ladder for the full process.
Complaining will never affect how your account is treated in any other way. This relates to lending to a body corporate, outside FCA consumer-credit regulation under Articles 60B and 60L FSMA RAO 2001, so the Financial Ombudsman Service and the FSCS do not apply; our internal procedure and, ultimately, the courts are the route.
See also: Are there time limits for raising a complaint?, How do I complain about a fee or charge?, Complaining about your Credicorp Flex facility.