Some account issues span more than one organisation — for example, a disbursement that left Credicorp on time but did not arrive in your business bank account, or a repayment that was debited but not credited. In these cases you do not need to manage two separate complaints processes on your own.
Raise the complaint with us first
Start by raising the complaint with Credicorp regardless of where you think the fault lies. We can identify from our transaction logs exactly what happened on our side and, where necessary, liaise directly with the third-party provider — whether that is a bank, a payment gateway, or a clearing network. This is often faster than the third party investigating independently because we can supply the reference data they need.
What information helps most
- The date and amount of the transaction in question
- Your company's bank account sort code and account number (the destination or source of funds)
- Any payment reference your bank has given you for the transaction
- A screenshot or statement showing the discrepancy from your bank's side
Timescales in third-party cases
Where we need to raise a trace or query with an external provider, our investigation may take longer than the standard five business days. We will tell you if this is the case, give you a revised estimate, and update you at least every seven days until the matter is resolved. We remain your single point of contact throughout.
We lend only to UK limited companies and LLPs, and the loan is to the company with no director personal guarantee. As business finance outside the consumer-credit regime, it is not covered by the Financial Ombudsman Service or FSCS.
See also: How long does a complaint take to resolve?, How do I correct an error on my account?.