Want to know What is CIBIL Grievance and Redressal Process? Well, you have landed on the right article!
CIBIL plays an imperative role in helping you avail of a loan or credit card. The higher the credit score, the lower the interest rate offered to you and visa-versa. So, always keep an eye on your credit score and do your best to keep it as high as possible, which can be achieved by taking the following steps:
- Make timely payments of your outstanding dues such as EMI's, credit card bills, or repayment of the loan amount
- Check your CIBIL regularly
- Monitor your credit utilisation ratio
- Take one loan at a time
- Check your eligibility for every new loan you borrow
What is CIBIL Grievance and Redressal Process?
Channels Available for Registering Grievances
Not amused with the services provided by CIBIL? Likely, all customers would not be satisfied with the CIBIL work procedure. Some individuals encounter a challenging situation, leading them to file a complaint. It is a situation where you can raise a grievance and bring it to the attention of CIBIL's higher authorities by escalating your concern.
There are various channels wherein you can log your complaint with CIBIL-
- TransUnion CIBIL's Official Website (cibil support mail id) - They have an authorised website, www.cibil.com, where you are required to submit an online form that is available on their 'Contact Us' page. You can register your complaint here, and their support team will get back to you within a specified timeline.
- Telephone - If you are not comfortable with the online procedure, you can call them and register your complaint via phone. The number they receive complaints is 022-61404300; the lines are open from Monday to Friday, between 10 a.m. to 6 p.m.
- Letter - Although it is a conventional method, this is an option available for you. You can write your complaint and send it to the registered office of TUCIBIL. The address is One Indiabulls Centre, Tower 2A, 19th Floor, Senapati Bapat Marg, Lower Parel, Mumbai 400013.
- Walk-in Consultation - You can also directly go to their office and meet the manager of the Customer Services Department. They are available from Monday to Friday - you can meet them and tell them in person about your issue and file a complaint.
Classifying Grievances
Customer interactions are classified into four categories for quick action. They are as below :
- Query - Interaction is termed as a query when the customer has some questions in their mind and needs an answer that will solve their query. Therefore, it is called a query when a customer wants to get information on any CIBIL product or service.
- Request - When the communication is about the amendment of a disparity in the CIBIL report, it is considered a request. Sometimes the request can also be about other changes in the CIBIL report.
- Grievance - There are situations when customers are unhappy either with the response or the time taken by the support team. The customer may communicate this issue to CIBIL via cibil grievance email id, and the dispute thus raised is referred to as a complaint.
- Feedback - As the name suggests, when a customer suggests improving the services or products offered by CIBIL, it is called Feedback. So, when a customer thinks there is a scope for improvement or is not satisfied with the services, they might give feedback, enhancing the customer experience in the future.
Grievance Redressal Guidelines
Every day numerous complaints are filed with CIBIL; the number depends on the credit applications received and processed by the lenders. There are a few guidelines set by CIBIL which are essential to follow when dealing with complaints. Here are the guidelines-
- Every customer interaction should be filed in CIBIL's Customer Relationship Management software.
- Once the complaint is logged with CRM, it creates a unique Service Request (SR) number for every interaction.
- The customer receives an acknowledgement either through email or letter, which mentions the SR number, which the
customer can use for follow up or any further action. - After that, the interaction or complaint is analysed, and action is taken as per the set timelines.
- If the information provided is incomplete, a CIBIL representative will call the customer for more details.
- A response is then sent to the customer stating the action taken within the set timeline through email or letter.
- There are a few cases where it becomes pivotal to conduct a Root Cause Analysis (RCA) for understanding the room for improvement in its functioning.
- The Management Information System on complaints investigates the matter based on the RCA, and if there are any findings, it is shared with the CIBIL's Consumer Protection Committee.
- Consumer Services is the department that takes care of all consumer complaints and grievances.
How can you Raise a CIBIL Dispute?
If there is any discrepancy in your CIBIL Report and you are not satisfied with it, you have the option to raise a CIBIL dispute both online or offline at your convenience.
CIBIL disputes are majorly classified into two sections-
- Company Disputes - If there is any discrepancy in a Credit Information report of a company, then it is called a Company Dispute. However, only the company's authorised signatory is empowered to raise the dispute.
- Individual Disputes - Discrepancy in any individual's CIBIL information/score is an individual Dispute. The complaint can be about problems related to duplicate accounts, issues with personal details, etc. These kinds of disputes are resolved by filing a CIBIL dispute form.
Timelines for Resolution
For online disputes and complaints received through cibil email id for complaint, acknowledgement is sent within the next business day. Action should be taken within three business days from receipt of every communication.
In the case of correction of the CIBIL score, the problem must be resolved within 15 business days. This will be subject to receipt of a response from the lenders. All other complaints are resolved within seven business days.
Escalation Process
CIBIL disputes can be raised at three levels
- Escalate Level 1 - The complaint will be submitted online by filling up the 'Escalate to Level 1 Form'. It is received by the Manager - Consumer Services. The relevant Service Request number must be quoted for escalation.
In the absence of a Service Request number, you can generate one by following the procedure on the CIBIL Dispute Resolution Process page. Alternatively, you may use the Query Form on CIBIL's official website. The maximum time to respond to Level 1 escalation is 15 business days. - Escalate Level 2 - In case of unsatisfactory response from Level 1 escalation, you may escalate it to Level 2, which is received by the Assistant Vice President - Consumer Services.
You need to fill up the 'Escalate to Level 2 Form', and you must remember to mention the SR number and the Online Grievance ID of Level 1. The response from this escalation should happen within 15 business days. - Escalate Level 3 - If you are still not satisfied with the resolution provided, you may escalate to the Chief Operating Officer by filling up the 'Escalate Level 3 Form' mentioning SR number and Grievance IDs of Level 2. The COO is required to provide a solution within eight business days
Finally, suppose CIBIL's response states that the lenders have confirmed the correctness of the CIBIL report. In that case, you must contact the lenders directly for further discussion and negotiations regarding the dispute.
Frequently Asked Question
1. Where can I Complain about a wrong CIBIL score?
The CIBIL department will not be able to make any changes directly to your CIBIL report. The change needs to be authorised by the Credit Institution first; only then CIBIL will be updated.
Therefore, in case of a wrong CIBIL score, you need to register a complaint with TransUnion CIBIL's official website by submitting an online form once hitting the 'Contact Us' section or call up at 022-61404300 to file your complaint.
2. How can I raise my complaint in the CIBIL report?
For raising a complaint or dispute in the CIBIL report, you need to follow the steps mentioned below:
Visit the CIBIL website and log in to your account if registered. If not, first register your account and then click on the 'Raise a Dispute' tab.
You will be provided with multiple sections; choose a relevant one regarding which you want to file a complaint to the department.
Click on 'Dispute Type' and submit the details of your dispute in the brief section, and tap 'Submit.'
Note: Only if you are disputing a data inaccuracy, enter the exact value for the field and tap Submit.
3. How can I remove a wrong loan from CIBIL?
You just need to fill out a form to report it to the Credit Bureau. First, you need to visit the Dispute Resolution Section and fill out the form to report the error and fix them. Furthermore, you must also submit your 9-digit Credit Report Number containing the disputed details.
4. How can I dispute my CIBIL score?
Since there is a massive database of many individuals, sometimes the department makes the mistake of reporting someone else's credit history instead of yours. This may happen due to similarity of names or some other reasons. Thus, the Credit Information Report must be checked before applying for a credit card or loan to ensure its accuracy.
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