At Credwise, we are committed to ensuring transparency, fairness, and timely resolution of customer concerns. To provide effective support, we have established a structured escalation matrix as outlined below:

Level 1: Customer Support Centre
For any queries, issues, or complaints, please reach out to our Customer Support Team.
support@credwise.co
Available Monday to Friday (excluding national holidays), between 11:00 AM to 7:00 PM.
Our customer support team aims to resolve your concerns within 10 business days.

Resolution Process

• We strive to resolve all concerns raised at Level 1 within the defined timelines.
• If your concern remains unresolved or if you are not satisfied with the response, you may escalate it to the next level. Please ensure that:

1. You have already exhausted the previous level(s) before escalation.
2. You hold a valid ticket number issued by our support team for your complaint.

• In some cases, due to technical or operational dependencies, resolution may take longer. For example, if the concern involves a third-party such as a bank, NBFC, payment gateway, or network provider, the resolution timeline may vary. We will keep you informed of such delays promptly.
• In case of a refund, approval may be granted instantly; however, it may take 3–10 business days for the refund to reflect in your account, depending on your bank or payment partner.
  

Level 2: Escalation to RBI Ombudsman
If your concern remains unresolved even after following the above escalation matrix for 30 days, you may escalate your grievance to the Reserve Bank of India (RBI) Ombudsman.
You can file your complaint at:
https://cms.rbi.org.in/
https://sachet.rbi.org.in/