We're here to listen, and to make things right.
How to Submit a Complaint
CREDICORP is committed to treating every customer and stakeholder fairly. If you are unhappy with our service, a product, or the conduct of a partner Financial Institution acting on our behalf, you can raise a complaint through any of the channels below.
What to Include in Your Complaint
- Your full name and preferred contact details (email/phone).
- Your account, application, or reference number, if applicable.
- The name of the Financial Institution or partner involved, where relevant.
- A clear description of the issue, including relevant dates.
- Copies of any supporting documents (statements, emails, receipts).
- The outcome or resolution you are seeking.
Internal Escalation Procedure
If your complaint is not resolved to your satisfaction at the first point of contact, it is escalated through the following stages:
Complaints & Redress Desk
Your complaint is logged, assigned a reference number, and acknowledged. Most matters are resolved directly at this stage.
Head, Customer Experience / Compliance
If unresolved within the standard timeline, or if you are not satisfied with the outcome, your complaint is escalated for a further review within 5 business days.
Office of the Managing Director/CEO
Complaints that remain unresolved after internal review are escalated to Executive Management as the final internal decision point.
Escalation to Regulatory Bodies
Where a complaint remains unresolved after our internal process has been exhausted, or where it falls within their regulatory mandate, you may escalate the matter to:
Central Bank of Nigeria (CBN)
Consumer Protection Department — for complaints relating to financial services and consumer credit that remain unresolved after CREDICORP's internal process has been exhausted.
Federal Competition and Consumer Protection Commission (FCCPC)
For broader consumer protection matters within its regulatory mandate.
Frequently Asked Questions
Complaints & Redress Desk
Reach the Complaints and Redress Desk directly using the details below. Every complaint is logged and issued a reference number for tracking.
Centurion Complex, Opposite Churchgate, CBD, Abuja, FCT, Nigeria
Our Commitment to You
- AcknowledgementEvery complaint is acknowledged within 2 business days of receipt, along with a reference number.
- ResolutionMost complaints are resolved within 10 business days. Complex cases requiring further investigation may take up to 30 business days, with interim updates provided.
- TrackingQuote your reference number in any follow-up to get a status update at any time.