If our final response does not resolve your concern, you have clear options for taking the matter further. We want you to feel confident that there is always a next step available to you.
Step 1 — Request an internal review
If you believe our investigation missed something important or reached the wrong conclusion, you can write to our senior complaints team within 28 days of receiving the final response letter. Address your request to Senior Complaints Review, Credicorp, at complaints@credicorp.co.uk — reference your original case number and explain specifically what you disagree with. A more senior team member, who was not involved in the original investigation, will review the case and issue a supplementary response within ten business days.
Step 2 — External resolution
As a business lender operating outside the consumer-credit regime, Credicorp's complaints are not within the jurisdiction of the Financial Ombudsman Service. However, you may seek independent legal advice or, where a contractual dispute cannot be resolved by agreement, pursue the matter through the civil courts. We will always co-operate fully with any such process and supply records on request.
Keeping communication open
Even while a review or external process is under way, please continue to use your account portal or email us with any urgent account queries. Escalating a complaint does not affect your access to facilities you have not disputed, and we will not treat you differently for raising a concern.
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: What happens after I submit a complaint?, How do I raise a complaint with Credicorp?.