CreditCliq Grievance Policy

1. Purpose

The purpose of this policy is to ensure that any concerns or complaints from customers, partners, or other stakeholders are addressed promptly, transparently, and professionally. CreditCliq is committed to resolving grievances fairly to maintain trust and uphold its high standards of service.

2. Scope

This policy applies to grievances related to CreditCliq's products, services, or interactions with its team.

3. Grievance Submission Process

Step 1: Filing a Complaint

Complaints can be submitted via any of the following channels:

Each complaint should include:

Step 2: Acknowledgment

Complaints will be acknowledged within 2 business days, and a reference number will be provided for tracking purposes.

4. Resolution Process

Initial Review

Our support team will conduct an initial assessment to:

Investigation

Relevant departments may be involved to investigate the issue thoroughly. This may include:

Resolution

We aim to resolve grievances within 10 business days. If additional time is required, the complainant will be informed, and updates will be provided throughout the process.

5. Appeals

If the outcome of the grievance is unsatisfactory, complainants may escalate the issue by submitting an appeal within 5 business days of receiving the resolution. Appeals will follow an expedited review process.

6. Monitoring and Improvement

CreditCliq will:

7. Grievance Redressal Mechanism for Specified Entities

(For entities categorized as Specified Users under clause j of Regulation 3 of the CIC Regulations, 2006, and entities not categorized as Specified Users under CICRA, 2005)

Consent Withdrawal Process

This process applies to entities sharing credit information based on individual consent. The mechanism must include the following steps:

8. Escalation Matrix

Sl.LevelTurn-around TimeName along with DesignationContact Details (including address, phone and email)
1Level 148 hoursEniola Osabiya - CTO[email protected]
2Level 272 hoursAngel Idusuyi - CEO[email protected]

9. Adoption and Review

The grievance redressal mechanism will be reviewed periodically as per the company's policy to ensure effectiveness and compliance with regulatory requirements.