Complaints

How to raise a complaint

Email [email protected] with the subject “Complaint”, or write to Credovo Technologies Limited at the registered address shown on this page. There is no charge for raising a complaint with us. You can also ask an authorised representative to contact us on your behalf.

Include your name, a contact address, your application reference if you have one, what happened, relevant dates and what you would like us to do. Share copies of supporting correspondence where helpful. Do not email passwords, bank login details or full identity-document images; if sensitive evidence is needed, ask us how to provide it securely.

What happens next

We will acknowledge your complaint, review the information provided and identify who is best placed to investigate. We may ask for more information or confirmation that a representative has your permission to act.

We will explain our findings and any proposed steps to resolve the issue. If the review takes longer than expected, we will explain the delay and keep you informed. Any mandatory response deadlines that apply to your complaint take precedence over this general process.

Platform and financial-product complaints

Credovo Technologies Limited operates the technology platform and is not a lender. We handle concerns about our website, platform and our handling of your information.

If your concern relates to a loan, lending decision, broker, solicitor or another provider, identify that provider in your complaint. The relevant contractual documents explain its role and complaints process. We will explain if another organisation needs to consider the issue and, where appropriate and permitted, help direct your complaint to it.

A complaint does not automatically suspend payment obligations or contractual deadlines. Contact the lender promptly if you need help with repayments.

If you remain unhappy

Reply to our response explaining which points remain unresolved and provide any further information you would like considered. You may ask for the outcome to be reviewed.

External escalation rights depend on the organisation, product and complaint. Do not assume that the UK Financial Ombudsman Service or compensation arrangements apply to every commercial loan or to the technology platform. Where an external scheme is available, the relevant provider should explain how and when to use it. This process does not restrict legal rights you may have.

Privacy complaints

For a concern about personal information, email [email protected] and describe the processing you are concerned about. Where applicable, you may also complain to the DIFC Commissioner of Data Protection or the UK Information Commissioner’s Office. You do not have to wait for our process to finish before exercising an applicable right to contact a regulator.

Accessibility and representation

Tell us if you need a different communication format or support communicating your complaint. We will discuss suitable arrangements with you. If someone represents you, we may request evidence of your authority before sharing account information.