How to raise a complaint
You may raise a complaint with us by any of the following methods: (a) In-app — use the 'Help & Complaints' section of your Creditly account dashboard; (b) Email — complaints@creditly.io; (c) Post — Complaints Team, Creditly Technologies S.L., Calle de Serrano 00, 28001 Madrid, Spain. For Latin American users, please also copy latam-complaints@creditly.io so that your complaint is routed to the correct regional team.
We do not accept anonymous complaints unless you are reporting a safeguarding concern or a potential financial crime. Including your full name and account email in your complaint will allow us to respond more quickly.
Information to include
To help us investigate your complaint efficiently, please provide: your full name and the email address registered to your Creditly account; a clear description of what happened, including relevant dates and any reference numbers (e.g., application IDs, offer reference codes); what outcome you would like us to achieve; and copies of any relevant supporting documents (screenshots, correspondence with lenders, etc.).
If your complaint concerns a decision made by a partner lender rather than by Creditly (for example, a declined application or a disputed loan term), we will acknowledge the distinction in our response and, where appropriate, forward your complaint to the relevant lender and facilitate communication.
Our response timelines
We will send an acknowledgement of your complaint within 2 business days of receipt. We aim to provide a full substantive response within 15 calendar days. Where a complaint is particularly complex and requires input from a partner lender or a regulatory body, we may require up to 35 calendar days; we will notify you if this is the case and provide a progress update at the 15-day mark.
These timelines reflect the standards required by the Bank of Spain and, for Latin American markets, by CONDUSEF (Mexico) and the Banco Central do Brasil. In regulated markets where shorter mandatory timelines apply, we will adhere to the shorter standard.
Our final response
Our final response will either uphold your complaint (and describe the remedy we will provide), partially uphold it (explaining which elements we accept and which we do not), or reject it (with a full explanation of our reasoning). If we reject or partially reject your complaint, we will explain which external body you may escalate to.
If you have not received a final response within 35 calendar days, or if you are dissatisfied with our final response, you are entitled to escalate to the relevant independent body listed in the section below.
Escalation to independent bodies
European users (Spain, Portugal, and passported EEA markets): You may refer your complaint to the Bank of Spain's Customer Complaints Service (Servicio de Reclamaciones del Banco de España) at bde.es/reclamaciones. There is no charge for using this service. The service's decision is not automatically binding on Creditly, but we undertake to comply with well-founded decisions in full.
Mexico: You may escalate to CONDUSEF (condusef.gob.mx, tel. 55 5340-0999) at no cost. CONDUSEF's conciliation proceedings are binding if both parties accept the proposed agreement. Brazil: Banco Central do Brasil operates a Consumer Assistance Service (BC Resolve) at bcb.gov.br/acessoinformacao/resolucaoreclamacoes. You may also contact PROCON in your state if your complaint relates to consumer-protection law.
How we record and learn from complaints
All complaints are logged in our complaints register and reviewed quarterly by our Chief Compliance Officer. Complaint data is used to identify systemic issues, improve our matching algorithm, and strengthen our lender-partner oversight programme. Anonymised complaint statistics are reported to our regulators as required.
If you believe your complaint highlights a risk to consumers beyond your own situation — for example, a pattern of misleading practices by a partner lender — please let us know explicitly. We treat such concerns under our whistleblowing policy and will escalate internally within 3 business days of receipt.