Privacy Policy

Information we collect

Depending on how you use the service, we may collect:

• Your name and preferred contact details, unless you submit anonymously.
• Complaint details, requested remedy, financial institution, product, and relevant dates.
• Documents, screenshots, voice notes, or other evidence you provide.
• Consent records, language, channel, case activity, and communication history.
• Security and access records needed to protect the service and its audit trail.

How we use your information

We use your information to create and verify your case, assess whether it is within scope, route it to the responsible institution, investigate and resolve it, communicate updates, manage escalation or referral, prevent misuse, and meet audit and reporting obligations.

How information is shared

Access is limited by role, organization, case assignment, and need. We share only the minimum information required with the responsible participating financial institution, authorized CREDICORP personnel, service providers supporting the complaint process, or an approved regulator, law-enforcement body, or referral destination when necessary and lawful.

Anonymous complaints

You may submit anonymously and track the case using the private reference issued to you. Anonymous cases may carry reduced verification weight, and recovery may be limited if the reference is lost.

Protection and retention

The service uses access controls, field masking, encryption, evidence-integrity checks, and auditable activity records. Information is retained only for the approved complaint, regulatory, audit, and legal periods that apply to the case.

Your privacy rights

Subject to lawful retention requirements, you may request access to your information, correction of inaccurate details, object to certain processing, or request erasure. Use the complaint service’s approved support channel and provide enough information to verify the request securely.