Grievance Redressal Process
GoodScore believes that a transparent, fair and timely grievance redressal mechanism is essential for building long-term trust with its customers. We are committed to providing high standards of customer service and resolving customer grievances in a fair, transparent and timely manner while complying with all applicable regulatory guidelines issued by regulatory bodies like RBI and credit bureaus.
GoodScore views every complaint as an opportunity to improve its products, processes, and customer experience.
1. Process of Grievance Redressal
A grievance may arise due to issues related to:
- Credit information access or usage
- Consent, data privacy, or data security
- Product or service experience on the GoodScore platform
Customers may raise their grievance through the following channels. You will receive an acknowledgment and response from the GoodScore support team within 72 working hours.
2. Escalation Matrix
If you do not receive a response within 72 working hours, or are dissatisfied with the resolution, you may escalate as follows:
| Level | Name & Designation | Contact Details | Response Time | TAT |
|---|---|---|---|---|
| I | Customer Support Executive | help@goodscore.app08069819392 | 72 Hours | 7 Days |
| II | Ashok Kumar Supervisor, Customer Support | cso@goodscore.app | 48 Hours | 7 Days |
| III | Mohit Sai Chief Grievance Officer | grievances@goodscore.app | 48 Hours | 28 Days |
GoodScore will provide its final response or inform you if additional time is required.
3. Credit Bureau Related Grievances
For grievances related specifically to your Credit Information Report or data maintained by a Credit Information Company, please contact the respective credit bureau directly. Resolution will be provided within the timelines specified by the respective bureaus.
WHAT IS GOODSCORE?
HOW DO WE WORK?
We give you access to your detailed credit report after a thorough analysis of your credit profile in the form of personalised video guidance and a step-by-step plan.
Our team analyses all your active and closed credit accounts, and credit behaviour including payment history, defaults, credit utilisation, loan enquiries and balances - all of which are important factors that impact your credit score.
WHY SHOULD YOU USE THE APP?
- Credit Score Tracking: Stay on top of your financial health by tracking your credit score every month. With a detailed credit report, you can easily monitor changes, spot discrepancies, and ensure your credit history is accurately reflected.
- Score Improvement Tips: We help you identify key factors impacting your credit score, offering tailored advice on how to improve them. With our expert guidance, you can work towards reaching a credit score of 750 or higher.
- Personalised Support: Receive a personalised video that explains your credit situation in detail, along with a step-by-step plan for improvement. Plus, enjoy 24x7 chat support to get real-time assistance whenever you need it.
- Account Overview: Easily manage your financial portfolio by tracking all your loans and credit accounts in one centralised location. This streamlined approach helps you stay organised and keep an eye on all your financial obligations.
- Payment Reminders: Never miss a payment again by setting timely reminders for your bills and EMIs. You can also set up autopay requests, ensuring your payments are always on time and helping you avoid late fees and interest charges.
- Bill Payments via BBPS: Seamlessly pay loan repayment EMIs, Credit Card and other utility bills via NPCI’s secure BBPS system.