CIBIL Grievance and Redressal Process, CIBIL Dispute Resolution

If you're dissatisfied with CIBIL's services, you have the right to raise a grievance and escalate the issue to higher authorities. CIBIL follows a structured grievance redressal process with multiple escalation levels, each with a defined resolution timeframe. Learn how to register a complaint with CIBIL here.

Channels Available for Registering Grievances

There are various channels through which you can register a complaint with CIBIL:

• CIBIL’s Official Website: Submit an online complaint on the ‘Consumer Grievance’ page of CIBIL’s official website.
• Helpline Number: Call up at 022-61404300 to register your complaint. The lines are up from Monday to Saturday between 10 a.m. and 6 p.m.
• Walk-in Consultation: You can walk-in to the registered CIBIL office from Monday to Friday between 10 a.m. and 6 p.m. and register your complaint at: TransUnion CIBIL Limited, One World Centre, Tower 2A, 19th Floor, Senapati Bapat Marg, Elphinstone Road, Mumbai - 400 013
• Email: You can write an email and register your compliaint at: CIBILinfo@transunion.com 

Classification of Grievances

Consumer interactions will be broadly classified as query, request, compliant, and feedback. Further classifications will be done based on the nature of the interaction.

• Query: A query is an interaction seeking information.
• Request: If the interaction is regarding the correction of a discrepancy in the CIBIL report, it is categorised as a request.
• Complaint/Grievance: If a customer is not satisfied with a response or the response time, he can communicate the issue to CIBIL. This is classified as a complaint/grievance.
• Feedback: Interactions that suggest on improving the products/services offered by CIBIL can be called feedback.

Grievance Redressal Process

• You can raise a complaint with CIBIL regarding errors in your CIBIL score through any of the channels mentioned above for registering grievances. Please note that you cannot raise a complaint for a CIBIL report older than 60 days.
• Once the complaint is registered, CIBIL will mark the complaint as ‘Under Dispute’ and identify the bank/ financial institution based on the complaint.
• CIBIL will contact the concerned bank/ financial institution.
• If the bank/ financial institution accepts the dispute, corrections will be made in the CIBIL report. You will recive a notification regarding the same.
• If the bank/ financial institution rejects the dispute, no corrections are made in the CIBIL report. You will recive a notification regarding the same.

CIBIL Timelines for Resolution

• CIBIL will resolve any complaint within 30 days from the date of receipt of the complaint.
• The banks/ financial institutions will be given 21 days time to resolve the complaint.
• CIBIL will tak 9 days to close the complaint.

CIBIL provides various channels for resolving grievances related to CIBIL report or CIBIL company Credit Information Report (CCR). Once you have raised a dispute CIBIL will contact the lender to confirm if the information in the credit report is correct or not and resolve it within a month.

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