Submit a complaint
If you have a complaint or concern about our services, share the details with us. We are here to listen and to address every issue with the seriousness it deserves.
How we handle complaints
We value the trust you place in us and are always looking for ways to improve our service. Once we receive your complaint, the process is as follows:
- 1Complaint submissionVia the form above, by email, by letter, or by visiting our offices.
- 2Acknowledgement of receiptWe contact you within 3 working days of receipt to confirm that the complaint has been registered.
- 3Investigation & resolutionWe examine your case carefully and respond with a substantive resolution within 5 working days.
- 4Follow-upWe stay in touch with you to make sure the issue has been resolved satisfactorily.
Our commitment
eCredit, as an intermediary between banks and customers for the issuance of mortgages, is committed to handling complaints with clarity and effectiveness. Complaints may be submitted verbally or in writing, with eCredit undertaking to respond within three days and to resolve issues within 45 days. The process includes verbal resolution, a written response or, if required, legal means for the final judicial resolution of the matter — ensuring transparency and fairness at every step.
If you are not satisfied with our initial response, contact us again — safeguarding your trust is our priority.
Kind regards,
The eCredit Customer Service Team
