Credicorp
Listening to your reviews: a Trustpilot update
An honest update on our Trustpilot reviews, what customers have told us, and the specific changes we have made because of your feedback.
Reviews tell us things our own reports never will. As we pass our first six months of lending, we wanted to share an honest update on our Trustpilot reviews, what people have been telling us, and, more importantly, what we have actually changed as a result. Feedback is only worth asking for if you do something with it, and we take that seriously.
We are a young company, so our review history is still short. But the picture is encouraging and, just as usefully, instructive about where we can do better. A short history also means every single review carries real weight, and we read them that way.
Where we stand
At the time of writing we hold a Trustpilot rating of around 4.6 out of 5, across just over 300 reviews. For a lender only a few months into trading, we are genuinely pleased with that, and grateful to everyone who took the time to leave their thoughts, good or critical.
We want to be straight about how we treat reviews, though. We do not pressure anyone to leave one, we do not offer anything in return, and we do not try to talk people out of posting honest criticism. A review is only useful if it is freely given, so we simply make it easy for customers to share their experience if they want to, and we read all of them.
What customers told us
A few themes came through clearly. People appreciated reaching a real person quickly, getting a decision without a long wait, and the fact that we explained costs upfront rather than hiding them. That is good to hear, because being clear about cost is something we work hard at; a short-term loan is expensive compared with other options, and we would rather you saw that before applying.
The criticism was just as valuable. Some customers found parts of the application repetitive. A few wanted clearer updates while their application was being assessed. And some told us that certain documents used language that was heavier than it needed to be.
What we changed because of it
Here is what that feedback turned into:
The things we will not change
Some feedback asks for things we cannot or should not do, and honesty matters here too. We will not stop running a business credit check on the company, because responsible lending depends on it. We will not pretend the product is cheaper than it is. And we will keep being clear that, because we lend to companies for business purposes, this lending is not covered by the Financial Ombudsman Service or the FSCS; you can read more in our transparency pages.
Keep telling us
We would much rather hear a complaint than have you quietly walk away unhappy. If something has not gone right, our feedback and complaints page tells you how to raise it, and we will look into it properly. Every review, every message and every complaint helps us build a better lender. Thank you for taking the time.
More from the newsroom
Meet our credit team: how decisions get made
A look behind the scenes at the people who assess applications, the focus on company affordability, and why a human always reviews the decision.
Our first eight months: what customers have told us
Eight months into trading, we look back at what we have learned from listening to customers — and what we are changing as a result.
A new look for the customer portal
We have refreshed the customer portal to make it easier to track your loan, sign documents, make payments and download statements. Here is what has changed.
Investing in our technology platform
We are investing in the technology behind the scenes: stronger security, better Open Banking connections, and more reliable systems you can count on.
How we handle complaints
If something has gone wrong, we want to know. We explain how to raise a complaint and what happens at each stage.
How we verify it is really you on the phone
A short note on what we will and will not ask for when we speak to you. Knowing the difference is one of the simplest protections against impersonation fraud.
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