Complaints Handling Procedure

Our Commitment

CouncilCredit operates with rigorous transparency and high standards of commercial ethics. If you believe any part of our service, data, or communication has fallen below standard, we maintain an expedited complaints resolution procedure.

How to Lodge a Complaint

Please email our Governance & Compliance Desk at support@councilcredit.co.uk with:

• Your full name, company name, and contact details
• The relevant Claim ID (e.g. CC-XXX-XXXXXXXX) or Billing Authority reference
• A detailed summary of your concern or dispute

Escalation & Resolution Timetable

1. Acknowledgment: Within 24 business hours of receipt.

2. Investigation: Our compliance team will review the municipal ledger records, mandate documents, and communications.

3. Final Response: A comprehensive written determination will be issued within 10 business days.