Credas formal complaints procedure 

Last updated: 14/06/2022

Credas is committed to providing both clients 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:  

Client complaints (inc. billing, provision of service, accuracy of service) 
Client Services 
Credas Technologies Ltd 
The Maltings 
East Tyndall Street 
Cardiff 
CF24 5EA  

Email: support@credas.com
Telephone: 029 2010 2555  
 
End user complaints (inc. data protection) 
Data Protection Officer 
Credas Technologies Ltd 
The Maltings 
East Tyndall Street 
Cardiff 
CF24 5EA 
 
Email: louis.lancaster@credas.com  
Telephone: 029 2136 6056 

 
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 following which your concerns will be fully investigated and responded to accordingly.  

Where the issues are straightforward, we will aim to resolve them within 10 working days from acknowledgment. However, in some cases it may be necessary to conduct testing or review code before responding. This will clearly take longer and should this be required the person investigating your concerns will let you know.  

Where possible we will, within 15 working days of receipt of your complaint, provide a full response or update you to let you know what actions have been or still need to be taken to enable a full response to be provided.  

What if this doesn’t resolve matters?  

Client 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). 

End user 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/.