Grievance Redressal Policy
Credit Help India Services Pvt. Ltd.
At Credit Help India Services Pvt. Ltd., customer satisfaction and transparency are our highest priorities. We are committed to providing efficient, fair, and prompt services to all our customers.
In order to ensure that customer concerns are addressed effectively, the Company has established a Grievance Redressal Mechanism that allows customers to raise complaints or concerns related to our services.
This policy outlines the procedure for lodging complaints, the resolution process, and the escalation mechanism available to customers.
Objective of the Policy
The objective of this policy is to:
- Provide a transparent and accessible system for customers to raise grievances
- Ensure prompt and fair resolution of customer complaints
- Establish a structured escalation mechanism
- Improve service quality through continuous feedback and review
- Promote customer trust and confidence in our services
Scope of the Policy
This policy applies to all grievances raised by customers regarding:
- Credit advisory services
- Credit score improvement services
- Incorrect information or service delays
- Billing or service-related concerns
- Customer service experience
The Company will make every effort to resolve complaints in a timely and efficient manner.
How to Lodge a Complaint
Customers can register their grievances through any of the following channels:
Phone:0129-4107171
Email: care@credithelpindia.com
Registered Office Address:Credit Help India Services Pvt Ltd 16, First Floor, Opposite Sector 29, LIG Flats Baselva, Faridabad – 121008 Haryana, India
Customers are requested to provide the following details while submitting a complaint:
- Full Name
- Contact Number
- Email Address
- Description of the complaint
- Any supporting documents (if applicable)
Once a complaint is received, the Company will acknowledge it and initiate the resolution process.
Complaint Resolution Process
The grievance redressal process generally follows these steps:
- The complaint will be acknowledged within 24–48 hours of receipt.
- The support team will review and investigate the issue.
- Necessary corrective actions will be taken.
- The final response will be communicated to the customer within the defined resolution timeline.
If the customer is not satisfied with the response, the complaint may be escalated as per the escalation matrix.
Escalation Matrix
If your grievance is not resolved satisfactorily, you may escalate it through the following levels:
| Level | Contact Person / Department | Contact Details | Response Time |
|---|---|---|---|
| Level 1 | Customer Support Team | Email: care@credithelpindia.com Phone: 0129-4107171 |
Within 3–5 Working Days |
| Level 2 | Grievance Redressal Officer | Email: saurabh@credithelpindia.com | Within 7 Working Days |
| Level 3 | Senior Management | Email: praveen@credithelpindia.com | Within 10 Working Days |
Customers are encouraged to escalate the complaint only if the previous level has not resolved the issue satisfactorily.
Principles of Grievance Redressal
The Company follows the following principles while handling customer grievances:
- Fair and unbiased treatment of all customers
- Prompt acknowledgement of complaints
- Transparent investigation and resolution
- Time-bound response and closure
- Continuous improvement based on customer feedback
Customer Commitment
Credit Help India Services Pvt. Ltd. is committed to resolving customer grievances in a fair, transparent, and time-bound manner.
We continuously review our processes and service standards to ensure that customers receive the highest level of support and satisfaction.
Policy Review
This Grievance Redressal Policy may be reviewed and updated periodically to ensure compliance with applicable regulations and to improve customer service standards.