Grievance Redressal Mechanism

At CIBIL Repair ("Company", "we", "us", "our"), we are committed to resolving any complaints or grievances promptly, fairly, and in accordance with applicable laws. This page outlines the procedure to register a complaint and how we handle such matters.

1. Scope & Applicability

This Grievance Redressal Mechanism applies to:

• All clients who have availed our credit repair services
• All visitors and users of our website
• Any person who has interacted with our representatives

This mechanism does NOT apply to: general service inquiries, pricing questions, or requests for information that can be handled through regular customer support channels.

2. Who Can File a Grievance?

Any client, partner, or visitor who has a genuine concern regarding our services, billing, data handling, or conduct may file a grievance. Anonymous complaints will not be entertained. You must provide your full name, contact information, and a clear description of the issue.

3. Grievance Officer (Nodal Officer)

4. How to File a Complaint?

You can submit your grievance through any of the following channels:

• Online Form: Use the form above on this page (recommended for fastest processing).
• Email: Send a detailed email to contact@cibilrepair.in with subject line "GRIEVANCE - [YOUR NAME]"
• Registered Post: Send a written complaint to our registered address

Required Information for a Valid Grievance:

• Full name and contact information (email and phone number)
• Clear, detailed description of the issue
• Supporting documentation (if applicable)
• Desired resolution (what you expect from us)
• Any previous communication or reference numbers

5. Escalation & Resolution Timeline

• Acknowledgment: Within 2 business days of receipt of complete information.
• Investigation & Resolution: Within 15 business days from acknowledgment. If the matter is complex, we may require up to 30 business days, and we will keep you informed of the status.
• Final Response: Provided in writing via email. Our decision shall be final and binding unless challenged in a court of competent jurisdiction.

6. Grounds for Rejection of Grievance

We reserve the right to reject a grievance without further processing under the following circumstances:

• Anonymous or pseudonymous complaints
• Frivolous, vexatious, or malicious complaints
• Complaints already resolved in previous correspondence
• Complaints outside our scope of services
• Complaints that are discriminatory, abusive, or contain offensive language
• Complaints filed more than 90 days after the alleged incident
• Incomplete information preventing meaningful investigation

7. Escalation Beyond the Grievance Officer

If you are not satisfied with the decision of our Grievance Officer, you may escalate the matter to:

• Consumer Disputes Redressal Forum (District Consumer Court) as per the Consumer Protection Act, 2019
• RBI Ombudsman (for banking/credit-related issues only)
• Cyber Crime Cell (for issues related to cyber fraud or data breach)

Note: Our Grievance Officer's decision does not prejudice your legal rights. However, you must exhaust this internal mechanism before approaching external forums, and any legal proceedings shall be subject to the exclusive jurisdiction of courts in Delhi NCR, India.

8. Confidentiality & Data Protection

All complaints and personal information shared will be kept strictly confidential and used only for the purpose of resolving the grievance. Your data will be processed in accordance with our Privacy Policy and the Digital Personal Data Protection Act, 2023.

9. Limitation of Liability

To the maximum extent permitted by law, CIBIL Repair's total liability arising from any grievance shall not exceed the total fees paid by you to us in the preceding 6 months. We shall not be liable for any indirect, incidental, or consequential damages arising from any delay in resolution caused by factors beyond our reasonable control.

10. False or Malicious Complaints

Warning: Filing a false, frivolous, or malicious grievance with the intent to harass, defame, or cause harm to the Company or its representatives may result in:

• Immediate rejection of the grievance
• Suspension or termination of services
• Legal action for defamation or harassment
• Reporting to relevant authorities
• Claim for damages and legal costs

11. Monthly Reporting & Transparency

We maintain an internal register of all complaints received. Summary data (number of complaints received and resolved) is available upon written request. Individual complaint details remain confidential.

12. Amendments to This Policy

We reserve the right to modify, update, or change this Grievance Redressal Policy at any time without individual notice. The "Last Updated" date indicates when changes were made. Your continued use of our services after changes constitutes your acceptance of the revised policy.

13. Governing Law & Jurisdiction

This Grievance Redressal Policy shall be governed by the laws of India. Any disputes arising out of or relating to this policy or any grievance filed hereunder shall be subject to the exclusive jurisdiction of the courts in Delhi NCR, India.

14. Contact for General Queries

For general support or non‑grievance issues, please use our main support channels:

• Email: contact@cibilrepair.in
• Phone: +91 87094 55441

The Grievance Officer should be approached only after regular customer support has been unable to resolve the issue to your satisfaction.