CREDITORA

Complaints Procedure

Last updated: May 2026

Our Commitment to You

At Creditora, we strive to provide excellent service to all customers using our credit broking and lead generation services. However, we recognise that things can sometimes go wrong. If you are unhappy with any aspect of our service, we want to hear from you and work to resolve the issue fairly and promptly.

Creditora is a trading style of Trust Claims Pro Ltd (Companies House no. 16450633), an Appointed Representative of Hotpond Media Ltd, which is authorised and regulated by the Financial Conduct Authority. Trust Claims Pro Ltd FCA firm reference number: 1053862.

1. What is a Complaint?

A complaint is any expression of dissatisfaction with our service, whether justified or not. This could include:

  • Concerns about how your enquiry was handled
  • Issues with customer service
  • Concerns regarding communications or data handling
  • Concerns about how we have treated you
  • Disagreement with information or guidance provided
  • Problems relating to our credit broking services

2. How to Make a Complaint

By Email: complaints@creditora.co.uk

By Phone: 0333 123 4567
Lines open: Monday to Friday, 9am – 5pm

By Post:

Complaints Department
Trust Claims Pro Ltd trading as Creditora
235 Tonge Moor Road
Bolton
England
BL2 2HR
United Kingdom

3. Information to Provide

To help us investigate your complaint as quickly as possible, please provide:

  • Your full name and contact details
  • Any reference numbers relevant to your enquiry
  • A clear description of your complaint
  • Relevant dates or supporting information
  • Copies of any supporting documents where applicable
  • Details of how you would like the matter resolved

4. Our Complaints Process

Step 1 – Acknowledgement

We aim to acknowledge complaints promptly, usually within 5 working days of receipt.

Step 2 – Investigation

We will investigate your complaint thoroughly and fairly. This may involve reviewing records, communications, and any relevant information relating to your enquiry or interactions with us.

Step 3 – Resolution

We aim to resolve complaints as quickly as possible and will provide a written response explaining:

  • Our findings
  • Our decision
  • Any action we propose to take
  • Your right to escalate the complaint where applicable

In some circumstances, complaints may take longer to resolve. Where required under FCA rules, we will provide a final response within the applicable regulatory timeframe.

5. Financial Ombudsman Service

If you remain dissatisfied with our final response, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS), where applicable.

Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

You generally have 6 months from the date of our final response to refer your complaint to the FOS.

6. Our Commitment

When handling complaints, we aim to:

  • Treat customers fairly and respectfully
  • Investigate concerns impartially
  • Communicate clearly and professionally
  • Resolve issues as efficiently as possible
  • Learn from feedback to improve our services

7. Contact Information

Email: contact@creditora.co.uk
Phone: 0333 123 4567