Credas formal complaints procedure 

Credas is committed to providing both partners and users with the highest standards of service. However, there may be occasions when our service may fall short of your expectations. This easy-to-use guide is designed to help you make us aware of your views so we can address your concerns. 

Credas endeavours to ensure that all formal complaints are treated with urgency and timeliness; and with fairness and respect. 

Formal complaints can be submitted by letter, email or telephone to the contact details shown below. However, detailing your complaint in writing helps us to ensure we have understood all your concerns so that we can investigate them all fully and fairly:  

Service complaints (Partners)
Partner Services
Credas Technologies Ltd
The Maltings
East Tyndall Street
Cardiff
CF24 5EA 


Email: support@credas.com
Telephone: 029 2010 2555 
 
Data protection complaints (Users)
Data Protection Officer
Credas Technologies Ltd
The Maltings
East Tyndall Street
Cardiff
CF24 5EA
 
Email: privacy.officer@dyedurham.com

 
What happens then?  

Regardless of how we receive your complaint, the appropriate team will ensure that your complaint is logged, and it will be acknowledged within 3 working days. 


Your complaint will then be investigated, and we will provide a response within 15 working days from acknowledgment.

What if this does not resolve matters?  

Partner complaints

If we cannot agree how to resolve your complaint, and you feel there has been a breach of contract, we would recommend that you engage with your legal representative(s).

Data protection complaints

If we cannot agree how to resolve your complaint, you are able to escalate it to The Information Commissioner’s Office (ICO) by visiting their website: https://ico.org.uk/make-a-complaint/. 

Version control

VersionDateAuthorComments
0.108/02/2022Louis LancasterInitial Draft
1.008/02/2022Louis LancasterFinal Draft
2.006/03/2023Louis LancasterAnnual Review

Amended personal email address to DPO mailbox email address
2.112/10/2023Louis LancasterAmended timeframe for complaint responses
2.202/04/2024Louis LancasterAmended Credas DPO email address to Dye & Durham privacy officer
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