Grievance Redressal Policy

1. Raising a grievance

Users may raise concerns or grievances relating to:

• The bestscore application or services;
• Access to or display of their personalized credit report or credit score;
• Subscriptions or payments, where applicable;
• Customer support;
• Privacy or personal data;
• Consent relating to Credit Information; or
• Any other aspect of the services provided through bestscore.

Users may raise their grievances through the appropriate channels mentioned in the Complaint Escalation Matrix below.

Upon receipt of a grievance, we will endeavour to acknowledge it within 48 hours.

If a concern is not resolved at the initial level, or if the User is dissatisfied with the response provided, the matter may be escalated to the next level in accordance with the escalation process below.

2. Complaint Escalation Matrix

Users are encouraged to first raise their concerns through the appropriate customer support channel.

If the grievance remains unresolved or the User is dissatisfied with the response provided, the grievance may be escalated to the next level in accordance with the above Complaint Escalation Matrix.

3. Resolution timeline

We endeavour to address grievances within the following timelines:

• Acknowledgement: Within 48 hours of receiving the grievance.
• Resolution: Within 15 working days from the date of acknowledgement, subject to the nature and complexity of the grievance and applicable legal or regulatory requirements.

Where a grievance requires additional time for investigation or resolution, we will endeavour to inform the User of the reason for the delay and the expected timeline for resolution.

4. Closure of grievance

A grievance may be considered resolved or closed once an appropriate response or resolution has been provided to the User.

If the User remains dissatisfied with the resolution, the User may escalate the grievance through the Complaint Escalation Matrix above or pursue any other remedies available under applicable law.

5. Credit information-related concerns

Where a grievance relates to information contained in a personalized credit report or other Credit Information obtained from an authorised third-party source, bestscore will review the concern within the scope of its services and responsibilities.

Where appropriate, the User may also be required to raise the relevant concern directly with the concerned credit information provider or other appropriate entity responsible for maintaining or reporting such information.

Bestscore does not independently alter, correct, or guarantee the accuracy of Credit Information maintained by third-party credit information providers.

6. Policy updates

Bestscore may update or modify this Grievance Redressal Policy from time to time to reflect changes in our services, internal processes, applicable laws, or regulatory requirements.

The updated version of this Policy will be made available through the bestscore platform or through other appropriate communication channels.