Complaints

Most complaints from customers reach us within days or weeks of whatever has gone wrong — and that is when they are easiest to put right. Here is how the process actually works.

Complaining to us

There is no minimum or maximum window for raising a complaint with us directly. If something has gone wrong and you want it looked at, please tell us using the Make a Complaint form, by email, or by phone. We will acknowledge it promptly and work on it.

Is there an Ombudsman deadline?

No. We lend only to limited companies and LLPs, so this is unregulated business lending outside the FCA consumer-credit perimeter (Articles 60B and 60L, FSMA RAO 2001). The Financial Ombudsman Service cannot consider complaints about this product, so there is no Ombudsman referral and no six-month deadline. Our final response is the last stage of our internal complaints process; if you remain dissatisfied, the next step is the courts, and we would always prefer to resolve matters directly first.

There is no time limit on raising a complaint with us directly. If you are ever unsure, please raise it anyway and we will tell you where it stands. For how to make a complaint, see how to make a complaint.

Free help with the process

If you would like help putting a complaint together — for example because a health condition or other circumstance makes the process difficult — Citizens Advice offers free, independent advice. Our Additional Support Needs article explains how to record any support needs with us so we handle the complaint process in a way that works for you.

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

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Our complaints process applies equally to all three products: Business Loan, Creditcorp Flex, and Creditcorp Slice. If your concern relates to a specific product, telling us upfront helps us route the case to the right specialist team.

Creditcorp Flex complaints

Creditcorp Flex is a revolving credit facility — you draw funds up to your limit, repay, and redraw as needed. Common concerns we receive about Flex include: unexpected changes to the available limit; questions about how interest accrues on drawn balances; disputes over a transaction or repayment allocation. When raising a Flex complaint, please quote the facility reference and include the relevant statement period.

Creditcorp Slice complaints

Creditcorp Slice spreads a single business bill over three or four weekly instalments at a flat 6% fee. Because Slice is tied to a specific invoice, please include the original invoice number or Slice reference when raising a concern. Common queries include the timing of an instalment, a charge applied after a payment was made, or the status of a Slice application.

How to raise your complaint

Use any of our standard complaint channels — email to complaints@credicorp.co.uk, post, or the account portal — and state clearly which product your concern relates to. The core process (acknowledgement within one business day, written final response after investigation) is the same regardless of product.

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 do I raise a complaint with Creditcorp?, What should I include in my complaint?.

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If you would rather talk it through, you can raise a complaint by phone during our business hours. Some issues are quicker to explain in conversation, and we are happy to take complaints this way.

Before you call

Have your company name and facility reference to hand if you can. Knowing whether the issue relates to Creditcorp Flex or Creditcorp Slice helps us route the call to the right person.

We confirm in writing

So there is no ambiguity about what you raised, we will log the complaint and confirm the key points back to you in writing. If we have misunderstood anything, that is your chance to correct it before we investigate.

• We note your complaint and give you a reference
• We confirm the details and who is handling it
• We keep you updated as the review progresses

Prefer a record from the start?

If you would like a dated written trail from the outset, email is a good alternative. Either route reaches the same complaints team.

Remember that, as an exempt business lender, our facilities fall outside the consumer-credit regime, so resolution runs through our internal process rather than the Financial Ombudsman Service.

See also: How to complain by email, How to make a complaint to Creditcorp and How do I make a complaint?.

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Part of our lending decision is automated, and we are open about that. If you are unhappy with an automated outcome, you have two things you can do: use your data-protection rights to ask for a human review, and — separately — raise a formal complaint. They are not the same, and you can use either or both.

Your right to a human review (UK GDPR Article 22)

Under Article 22 of the UK GDPR, you have the right not to be subject to a decision based solely on automated processing where it significantly affects you, and to ask for human involvement. In practice you can ask a member of our team to re-examine the outcome, explain in plain English the main factors that drove it, and reconsider it with new evidence. A contest goes to a senior underwriter who did not take the original decision. To use this, open the support tab in your portal and tick that your message concerns an automated decision; we respond within two business days. See how to ask a person to review your decision.

Raising it as a complaint

If you feel the process itself was unfair — not just the result — you can also make a formal complaint. That follows the normal route: acknowledged within 3 business days, with a final response normally within 8 weeks. See the complaints escalation ladder. You can also ask for a human to review your decision by getting in touch with our team.

For how the automated assessment works in the first place, see is my loan decision made by a computer? Because this is lending to a body corporate, it is outside FCA consumer-credit regulation under Article 60B FSMA RAO 2001, so the Financial Ombudsman Service and the FSCS do not apply; your data-protection rights, however, apply in full.

See also: Are there time limits for raising a complaint?, How do I complain about a fee or charge?, Complaining about your Creditcorp Flex facility.

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Creditcorp Flex is a flexible, revolving-style business facility, so complaints about it often involve drawdowns, repayments, and how your balance moves over time. Pinning down the specific events helps us investigate accurately.

Useful details for a Flex complaint

• The drawing or repayment date the issue relates to
• What you expected to happen versus what actually happened
• Whether the concern is about how a charge accrued on your balance
• Your facility reference and company name

Charges and accrual

If your complaint is about how charges built up across drawings, describe the period and the entries you are questioning. We will reconcile them against your agreement and the activity on the facility. We will not quote rates here, your offer and statements hold the figures that apply to you.

How to raise it

Contact us by email or phone with the details above. We acknowledge the complaint, investigate, and explain our findings, correcting anything we got wrong.

Resolution route

Flex is an exempt business facility, so it is outside the Financial Ombudsman Service. Our internal complaints process is how these are resolved.

See also: Complaining about your Creditcorp Slice facility, How to make a complaint to Creditcorp, Slice or Flex — which Creditcorp product fits?.

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Creditcorp Slice is a structured business facility repaid over your agreed term. Complaints about Slice often concern instalments, the schedule, or how a payment was treated, so dates and references matter.

Helpful details for a Slice complaint

• The instalment or payment date in question
• What you expected and what happened instead
• Whether the issue is about the schedule, a missed application of a payment, or a charge
• Your facility reference and company name

About amounts

We will not state instalment amounts or rates in help content, because only the figures in your offer and statements apply to your facility. Quote those when you contact us so we are looking at the same numbers.

How we handle it

We acknowledge your complaint, trace the relevant payments against your agreed term, and explain what we find. Where we have made a mistake, we put it right and tell you how.

Where it is resolved

Slice is an exempt business facility provided to companies and LLPs, so it sits outside the consumer-credit regime and the Financial Ombudsman Service. Our internal team resolves these complaints.

See also: Complaining about your Creditcorp Flex facility, Can an LLP apply for Creditcorp Flex or Slice? and Can I apply for a second loan while still repaying the first?.

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Creditcorp facilities are held by limited companies and LLPs, not individuals. So when you complain, you are doing so on behalf of the business rather than in a personal capacity. This shapes who can raise a complaint and what we can discuss.

Acting for the company

The people who can complain are generally those authorised to act for the business: directors, LLP members, company secretaries, or named signatories on the facility.

• Tell us your role within the company
• Use the company name and facility reference
• If you are an adviser, have the company's written authority ready

Confirming authority

To protect your business information, we may ask to confirm that the person contacting us is entitled to act for the company before we share account details or discuss the substance of the complaint.

No personal guarantee, no personal complaint

We do not take personal guarantees from directors. The agreement is with the company, which is why the complaint is treated as the company's. That also means the matter sits outside the consumer-credit regime and the Financial Ombudsman Service.

See also: Who can apply on behalf of the company?, How do I request a copy of my data?, Complaining about your Creditcorp Slice facility.

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Internal complaints process means the procedure a lender uses to receive, investigate, and resolve complaints itself, rather than passing them to an external body. For Creditcorp, this is the main route to resolving any complaint about your facility.

What it involves

• Logging your complaint and giving you a reference
• Acknowledging that we have received it
• Investigating what happened, using your information and our records
• Giving you a written outcome that explains our findings
• Reviewing again if you remain dissatisfied and raise new points

Why it matters here

For consumer credit, an unhappy customer can escalate to the Financial Ombudsman Service. Creditcorp lends only to companies and LLPs on an exempt business basis, so that external route does not apply. The internal complaints process is therefore the primary mechanism for putting things right.

Related terms

You may also see references to escalation, which means asking for a complaint to be reviewed at a more senior level, and outcome, which is our final written response to a complaint.

If a complaint touches data protection, a separate external route to the Information Commissioner's Office (ICO) also exists.

See also: Are there time limits for raising a complaint?, Why doesn't the Financial Ombudsman Service apply to my complaint?, What happens after I complain?.

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The Financial Services Compensation Scheme (FSCS) is a safety net tied to regulated financial activities, mainly aimed at consumers and deposit-holders. Creditcorp facilities are exempt business-finance arrangements, so FSCS protection does not apply to them.

What this means in practice

FSCS is most relevant to things like protected deposits and certain regulated products. A business loan to a limited company or LLP for business purposes is not one of those products, so there is no FSCS cover attached to your Flex or Slice facility.

What you still have

• A clear written agreement setting out the terms of your facility
• Our internal complaints process if something goes wrong
• The general legal rights that apply between a business and its lender

Why we say this openly

We would rather be upfront than have you assume protections that are not there. Knowing the regime your facility sits in helps you make informed decisions for your company. If you are unsure how this affects you, raise it with us and we will explain plainly.

The absence of FSCS and the Financial Ombudsman Service does not change our commitment to handle your complaint thoroughly and fairly.

See also: Why doesn't the Financial Ombudsman Service apply to my complaint?, What is the Direct Debit Guarantee and does it apply to my facility?, Is Slice covered by the Ombudsman or FSCS?.

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Feedback is not the same as a complaint, but it is just as valuable to us. Whether you want to praise a team member, flag a frustrating process, or suggest a product improvement, we want to hear it.

Ways to share feedback

• In-portal survey: After key account events — a drawdown, a repayment, a statement — a short optional survey appears in your dashboard. It takes under a minute and responses go directly to our product team.
• Email: Send open-form feedback to feedback@credicorp.co.uk at any time. There is no required format.
• Account manager: If you have a named account manager, you can share feedback with them directly in any conversation.

What we do with your feedback

All feedback is reviewed by the relevant team lead within five business days. Where feedback points to a systemic issue, we log it in our service-improvement register and it feeds into our product and process review cycles. We may follow up to ask for more detail, but we will never pressure you to change a negative rating.

When feedback becomes a complaint

If your feedback relates to something that went wrong and you want a formal investigation and response, please raise it as a complaint rather than feedback. This gives it the full case-management process — acknowledgement, investigation, and a written final response — which informal feedback does not carry.

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 do I raise a complaint with Creditcorp?, What happens after I submit a complaint?.

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If a charge on your Creditcorp Flex or Slice account looks wrong, unexpected, or unexplained, raise it with us. We will check the entry against your agreement and the activity on your account.

What to tell us

• The date the charge appeared and where you saw it
• The exact amount as shown on your statement
• Why you believe it is wrong or were not expecting it
• Any earlier conversation that led you to expect something different

We deliberately do not quote charge figures in help articles, because the only amounts that matter are the ones shown in your own offer and statements. Refer to those when you contact us.

How we review it

We trace the charge to its source, compare it with the terms you agreed, and check whether it was applied correctly. If we got it wrong, we will correct it and explain what happened. If it was applied correctly, we will show you the relevant term so you can see why.

Keep records

Hold on to the statement or screenshot that shows the charge. It makes the review quicker and gives us a shared reference point.

As these are exempt business facilities, fee complaints are resolved through our internal process rather than the Financial Ombudsman Service.

See also: Complaining about your Creditcorp Slice facility, Complaining about your Creditcorp Flex facility, How do I make a complaint?.

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Data and privacy concerns are handled with the same seriousness as any other complaint, and in some respects they have an additional route that ordinary facility complaints do not.

Raising it with us first

Tell us what you are worried about: how information was collected, used, stored, or shared. Be specific about what happened and when. We will investigate and explain what we found, and put right anything we got wrong.

• Describe the data or records involved
• Explain your concern and any impact on the business or individuals
• Reference earlier correspondence if relevant

The data regulator

Unlike facility complaints, data-protection concerns sit under UK data-protection law. If you are not satisfied with our response, you can raise the matter with the Information Commissioner's Office (ICO), the UK regulator for data protection.

Why this is different

Your facility itself is exempt business lending, so it is outside the Financial Ombudsman Service. Data rights, however, apply regardless of the lending regime, which is why the ICO route is available for privacy concerns specifically.

If you are unsure whether your issue is a data complaint or a facility complaint, raise it and we will direct it correctly.

See also: How do I complain about how you handled my data?, What if I'm not happy with the outcome of my complaint?, Complaining about your Creditcorp Slice facility.

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Errors on a business lending account — whether a balance discrepancy, an unexpected charge, or an incorrect status — should be reported as soon as you spot them. The quicker you flag an error, the faster we can correct it.

How to report an account error

• Portal: Log in, navigate to the relevant transaction or account section, and use the Query this or Report an error option next to the item. This creates a tracked ticket automatically.
• Email: Send details to complaints@credicorp.co.uk with your company name, account reference, and a description of the discrepancy.

Include the date the error appeared, the amount involved (if applicable), and any reference numbers shown on your statement or in the portal.

What we check

Our team will review the transaction records, the relevant product terms (Business Loan, Creditcorp Flex, or Creditcorp Slice), and any automated processes that could have triggered the entry. If the error is on our side we will reverse or correct it and confirm the correction in writing, usually within two business days.

While the query is open

If the disputed amount relates to a repayment that is due, please contact us before the due date so we can note the query and avoid any adverse marking while the investigation is in progress. We handle error queries fairly and will not apply late-payment consequences to a genuinely disputed item during an open investigation.

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 do I raise a complaint with Creditcorp?, What should I include in my complaint?.

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If something has gone wrong, we want to know so we can fix it. You can raise a complaint with the Make a Complaint form, by email, or by phone. Tell us what happened, when, and what you would like us to put right.

We will acknowledge your complaint promptly, investigate it fairly, and keep you updated. For the full process and timescales, see the step-by-step guide to raising a complaint with Creditcorp.

For more detail, see what happens after you complain and the complaint options and process. There are also time limits for raising a complaint, so it helps to contact us as soon as you can.

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

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We aim to resolve the majority of complaints within five business days of receiving all the information we need. We understand that an open complaint can be frustrating, so we commit to keeping you informed throughout.

Our standard timescales

• Acknowledgement: within one business day of your complaint being received
• Resolution (straightforward cases): within five business days
• Resolution (complex cases): up to 28 calendar days — we will notify you if your case falls into this category and explain why

What can extend the timeline

Some complaints require us to retrieve archived records, liaise with a payment provider, or review a sequence of transactions in detail. If we need anything further from you — additional documents or clarification — we will contact you promptly, and the clock pauses until we have what we need. If you provide that information quickly, it is the single most effective way to speed resolution.

Keeping you updated

You will receive a written update at least every seven calendar days for any complaint that has not been resolved. At the end of our investigation you will receive a final response letter setting out our findings, any action taken, and the reasoning behind our decision. If you are not satisfied with our final response, the next step is set out in our escalation process.

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 do I raise a complaint with Creditcorp?, What can I do if my complaint is not resolved?.

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Every complaint is different, so we avoid promising a single fixed deadline that would either be unrealistic for complex cases or slower than needed for simple ones. What we can promise is to acknowledge your complaint promptly and keep you informed at each stage.

What affects the timeline

• How clearly the issue is described and evidenced at the outset
• Whether we need information from you or a third party to investigate
• How many transactions or events are involved
• Whether the issue spans both Creditcorp Flex and Creditcorp Slice

Our approach

We aim to resolve straightforward complaints quickly, sometimes within the first exchange. For more involved matters, we will give you a realistic sense of timing once we understand the full picture, and we will not leave you guessing in the meantime.

Helping it move faster

Giving us specific dates, references, and any supporting documents up front removes back-and-forth and shortens the review.

One thing to note

Because these are exempt business facilities, the consumer-credit timescales tied to the Financial Ombudsman Service do not apply. Our internal commitment to keep you updated stands regardless.

See also: How will you keep me updated during a complaint?, Does interest keep building while my company is in arrears? and How long do you keep my records?.

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Email is a straightforward way to put a complaint to us in writing, and it gives you a dated record of exactly what you raised and when. We acknowledge written complaints and keep you updated as we look into them.

What to put in your email

• Your company name and, if you have it, your facility or account reference
• The product involved, whether that is Creditcorp Flex or Creditcorp Slice
• A clear summary of what went wrong and when
• What you would like us to do to put it right
• The best name and contact details for our reply

Attachments help

If you have statements, screenshots, or earlier correspondence that show the issue, attach them. Specific dates and amounts let us trace events accurately rather than working from memory.

What happens next

Once your email arrives we log it, acknowledge receipt, and begin investigating. We will tell you who is handling it. If anything is unclear we will come back to you rather than guess.

Because Creditcorp lends only to companies and LLPs on an exempt business basis, the Financial Ombudsman Service does not cover these facilities, so our internal team is your point of resolution.

See also: Can I make a complaint over the phone?, I think a charge is wrong — how do I query it? and Protecting your business email from takeover.

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One of the most frustrating parts of any complaint is silence. We aim to avoid that by keeping you informed at sensible points rather than only at the end.

What you can expect

• An acknowledgement that we have received your complaint, with a reference
• Confirmation of who is handling it and how to reach them
• Updates if the investigation is taking longer than first expected
• A clear written outcome explaining what we found and why

If we need something from you

Sometimes the quickest way to move a complaint forward is information only you hold, such as a date, a document, or confirmation of what was said. If so, we will ask clearly and tell you why we need it.

Choosing how we contact you

Let us know the best contact for the complaint, whether email or phone. We will use your preferred route for updates and keep a written record either way.

Chasing us

You should not have to, but if you ever feel out of the loop, contact us with your reference and we will bring you up to date. As an exempt business lender, our internal team is your single point of contact throughout.

See also: How long will my complaint take to resolve?, How do I make a complaint? and Funding monthly payroll when receipts are delayed.

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Whether your complaint is simple or involved, keeping a tidy record helps it move faster and protects your position if the matter runs on. You do not need anything elaborate, just the essentials in one place.

What to keep

• The reference we give you when we log the complaint
• Copies of any emails between you and us
• Dates and brief notes of any phone calls, including who you spoke to
• Statements or screenshots that show the issue
• Your original agreement and offer for the facility involved

Why it matters

A clear trail means neither side has to rely on memory. If a question comes up about what was said or when, the record settles it. It also makes any further review straightforward, because the history is already assembled.

We keep records too

We log complaints, acknowledgements, and outcomes on our side as well. If you ever need us to confirm what was agreed, quote your reference and we can check our file.

A practical note

Because these facilities are exempt and outside the Financial Ombudsman Service, your own records are especially useful if you later take independent advice.

See also: How will you keep me updated during a complaint?, What to include in a complaint, How long will my complaint take to resolve?.

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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 Creditcorp Flex facility, Complaining about your Creditcorp Slice facility.

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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, Creditcorp, 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, Creditcorp'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 Creditcorp?.

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You do not need to use the word complaint or fill in a special form. If you are unhappy with something we have done, or failed to do, and you want us to investigate it, we treat that as a complaint.

Examples that usually count

• You think a charge on your Flex or Slice facility is wrong
• A payment was not applied to your account as expected
• You feel a decision was not explained clearly
• You experienced poor service or a long delay
• You believe we did not follow what your agreement says

Things that may not be complaints

A general question, a request to change account details, or asking how a feature works is usually support rather than a complaint. We are happy to help with those too, and if it turns out you are actually dissatisfied, we will switch it to the complaints process.

Not sure which it is?

Tell us what happened and what you want, and we will categorise it correctly. If in doubt, we will err towards logging it as a complaint so it gets the right attention.

As an exempt business lender, we handle complaints internally rather than through the Financial Ombudsman Service.

See also: Making a complaint: your options and our process, What does it mean to be in arrears? and How do I make a complaint?.

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Once you have complained, we will acknowledge it and look into what happened. We will then send you a written response explaining our findings and any action we are taking. We keep you updated while we investigate, and we will tell you if we need anything further from you.

Because we lend only to limited companies and LLPs, this is unregulated business lending and the Financial Ombudsman Service cannot consider complaints about it. Our final response is the last stage of our internal process; if you remain dissatisfied, the next step is the courts.

If you have not complained yet, see how to make a complaint and the complaint options and process. Note that there are time limits for raising a complaint.

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

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Submitting a complaint triggers a structured process. Here is what happens at each stage so you know exactly what to expect.

Stage 1 — Acknowledgement

Within one business day of receiving your complaint we will send you a written acknowledgement. This confirms we have received it, gives you a unique case reference number, and names the case handler responsible for your review. Keep the case reference to hand for any follow-up queries.

Stage 2 — Investigation

Your case handler reviews the full picture: your account history, any relevant communications, transaction records, and the documents you have provided. They may contact you if they need clarification or additional evidence. The investigation is carried out independently of the team whose service you are complaining about, so the review is objective.

Stage 3 — Final response

Once the investigation is complete you receive a final response letter. This sets out: what we found; whether we uphold your complaint in full, in part, or not at all; any corrective action we are taking (such as a charge reversal or account correction); and the reasoning behind our decision. If your complaint is upheld we will act on any agreed remedy promptly — usually within two business days of the final response.

If you are not satisfied

If you disagree with our final response you can ask for an internal review or refer the matter to an external arbitration body. See our escalation article for details.

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?, What can I do if my complaint is not resolved?.

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If you have received our response and still feel the matter is unresolved, the first step is to tell us. A complaint outcome is not necessarily the end of the conversation.

Ask for a further review

Explain which part of our response you disagree with and why. New information, a point we overlooked, or a misunderstanding can all justify another look. We would rather get it right than close a case prematurely.

• Reference your original complaint
• Be specific about what you think we got wrong
• Add any evidence we did not see the first time

Why the Ombudsman is not an option

Because your facility is exempt business lending to a company or LLP, the Financial Ombudsman Service does not cover it. That route, which consumers sometimes use, is not available here.

Other routes for a business

As a business in dispute, you may take independent legal advice or pursue other dispute-resolution options open to companies. We will continue to engage constructively with you, and with a professional adviser acting on your behalf, throughout.

See also: Complaining about an automated decision, Complaining on behalf of your company, What to include in a complaint.

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Some account issues span more than one organisation — for example, a disbursement that left Creditcorp 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 Creditcorp 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?.

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The more clearly you describe your concern, the faster we can investigate and reach a fair outcome. You do not need to use formal language or follow any particular format — plain English is perfectly fine.

Essential details

• Your company's registered name and Companies House number
• Your Creditcorp account reference (shown in your portal dashboard and on any statements)
• A clear description of what went wrong and when it happened
• The names of any staff members you have already spoken to, if applicable

Supporting evidence

If you have documents that support your complaint, please attach them. Useful evidence includes: screenshots of errors or unexpected charges; copies of emails or messages; account statements showing a disputed transaction; any written communications you received from us about the issue. You do not need to gather everything before raising your complaint — you can send additional documents later and we will add them to your case.

What outcome you are looking for

It helps us to know what resolution you would consider fair. This might be a correction to your account, a refund of a charge, a clearer explanation of a decision, or simply an acknowledgement and apology. We cannot guarantee every requested outcome, but understanding your expectations allows us to focus the investigation appropriately.

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 do I raise a complaint with Creditcorp?, How long does a complaint take to resolve?.

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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.

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 Creditcorp Flex facility.

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Creditcorp lends only to UK limited companies and limited liability partnerships (LLPs) for business purposes. Because the borrower is the company rather than any individual, a complaint is treated as coming from the business itself.

Who can raise it

In practice, a complaint should come from someone authorised to act for the company. That usually means a director, a member of an LLP, a company secretary, or another named signatory on the facility.

• A director or LLP member of the borrowing company
• A named account contact or authorised signatory
• A professional adviser (for example an accountant or solicitor) acting with the company's written authority

If someone else contacts us

If a complaint reaches us from a person we cannot link to the company, we may ask for confirmation of their authority before we share account details. This protects your business information.

A note on protections

As an exempt business-finance arrangement, your facility sits outside the FCA consumer-credit regime. The Financial Ombudsman Service and FSCS do not apply. Our internal complaints process is the route to resolution, and we take it seriously.

See also: Complaining about your Creditcorp Slice facility, How to complain by email, What payment methods can my company use?.

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It is a fair question, especially if you have dealt with consumer lenders before. The short answer is that Creditcorp does not provide consumer credit, and the Financial Ombudsman Service deals with complaints inside the FCA consumer-credit and broader regulated regimes.

What makes our lending exempt

We lend only to UK limited companies and LLPs, strictly for business purposes, and never to individuals or sole traders. Business-purpose lending of this kind is an exempt arrangement, which means it does not fall under the consumer-credit rules that bring the Ombudsman into play.

• The borrower is the company, not a person
• The funding is for business use, not personal use
• No personal guarantee is taken from directors

So how do complaints get resolved?

Through our internal complaints process. We investigate properly, explain our findings, and aim to put things right where we have got them wrong. You can also take other routes open to a business in dispute, such as legal advice.

Related protections

For the same reason, the Financial Services Compensation Scheme (FSCS) does not apply to these facilities. None of this changes our duty to treat your business fairly.

See also: Complaints glossary: internal complaints process, Are there time limits for raising a complaint?, What does it mean that Creditcorp is an exempt business lender?.

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