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:
- Website: Through the customer support form
- Email: [email protected]
- Support Portal: Access through the designated online platform
Each complaint should include:
- Contact information
- A detailed description of the issue
- Any relevant supporting documents
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:
- Classify the grievance
- Prioritize the issue based on its nature and urgency
Investigation
Relevant departments may be involved to investigate the issue thoroughly. This may include:
- Reviewing account activities
- Analyzing data records
- Evaluating communication logs
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:
- Regularly review grievance patterns to identify areas for improvement
- Implement proactive measures to prevent recurring issues
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:
- Clear Outline: The process for consent withdrawal must be explicitly detailed
- Deletion of Information: Upon receiving a consent withdrawal request, CreditCliq must delete the consumer's stored credit information immediately
- Confirmation: Post-processing, CreditCliq must confirm the action to the consumer
- Maintenance of Logs: Permanent, verifiable logs of both consent capture and withdrawal must be maintained to ensure accountability and compliance
8. Escalation Matrix
Sl. | Level | Turn-around Time | Name along with Designation | Contact Details (including address, phone and email) |
---|---|---|---|---|
1 | Level 1 | 48 hours | Eniola Osabiya - CTO | [email protected] |
2 | Level 2 | 72 hours | Angel 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.