Escalation matrix for grievance redressal related to credit report services are as follows:
| S. No. | Level | Turnaround time (TAT) for first response | Contact person and designation | Contact details |
|---|---|---|---|---|
| 1 | Initial Complaint regarding inaccessibility of report | 48hrs | onescorehelp@onescore.app |
Address: West Bay, 6th Floor, Survey No. 278, Hissa No. 4/3 Pallod Farm, Phase II, Baner, Taluka Haveli, Baner Gaon, Pune, Maharashtra – 411045, India Email: onescorehelp@onescore.app |
| 2 | In case no response received on initial compliant within TAT | 7 days | servicehead@notification.onescore.app Name: Anand Kandekar Designation: Service Delivery Head | Address: West Bay, 6th Floor, Survey No. 278, Hissa No. 4/3 Pallod Farm, Phase II, Baner, Taluka Haveli, Baner Gaon, Pune, Maharashtra – 411045, India Email: servicehead@onescore.app |
| 3 | Consumer having concern with response provided by FPL CS | 14 days | grievances@onescore.app Name: Ketan Kulkarni Designation: Grievance Redressal Officer |
Address: West Bay, 6th Floor, Survey No. 278, Hissa No. 4/3 Pallod Farm, Phase II, Baner, Taluka Haveli, Baner Gaon, Pune, Maharashtra – 411045, India Email: grievances@onescore.app |
In case the consumer has a concern with the contents of the credit report, they can reach out to Transunion CIBIL Limited at https://www.cibil.com/contact-us-faq
or Experian Credit Information Company of India Private Limited at
https://www.experian.in/consumer-services/