Grievance Redressal

CredLyf operates a structured, three-level grievance mechanism for Digital Partners and for individuals whose information has been submitted as a lead. Every grievance is logged with a unique reference, assigned to an owner, tracked against a defined turnaround, and closed only after the outcome is communicated in writing.

Digital Partners may raise grievances relating to:

• Partner account access, registration or login/OTP issues
• Partner KYC and verification
• Lead submission and lead handling
• Application status and processing
• Commission calculation and eligibility
• Partner payout delays, deductions or statements
• Platform performance, bugs or availability
• Data privacy and information-handling concerns
• Conduct of another Digital Partner or of a CredLyf representative

Raise your issue from the Support section of the partner platform, through the Contact page, or by writing to support@credlyf.com with your registered mobile number and the relevant Lead or Application reference. A ticket reference is issued on acknowledgement.

If you are not satisfied with the Level 1 response, or have not received one within the committed time, escalate with your Level 1 reference to:

If the grievance remains unresolved or the resolution is unsatisfactory, write to info@credlyf.com marking the subject “Final Escalation” along with your earlier reference numbers. The matter is then reviewed by the CredLyf compliance function.

Whether any external statutory escalation forum applies to CredLyf’s activity, and the appointment of a Nodal Officer, are to be confirmed by CredLyf legal and compliance before being published here.

If a Digital Partner submitted your information to CredLyf and you wish to know what is held, have it corrected, withdraw consent or have it deleted, write to grievance@credlyf.com from the email or with the mobile number that was submitted. We may need to verify your identity, and may need to coordinate with the Digital Partner or the relevant financial institution. Some information may need to be retained for legal, audit or dispute purposes; the Privacy Policy explains this.

CredLyf facilitates opportunities but does not sanction, price, service or recover any financial product. Complaints about sanctioned terms, interest rates, statements, prepayment, foreclosure, claims, collections or credit bureau reporting must be raised with the relevant bank, NBFC, insurer or institution named in the applicant’s agreement, through its published grievance channel. We will help identify the correct contact.

• Your full name and registered mobile number or email.
• Partner ID, Lead ID or Application ID where applicable.
• The product and, if relevant, the institution involved.
• A clear description of the issue with dates and the people you dealt with.
• Supporting screenshots, emails or documents.
• The outcome you are seeking.

• Acknowledgement of any grievance: within 48 working hours.
• Level 1 resolution: targeted within 7 working days.
• Level 2 resolution: targeted within 15 working days.
• Data privacy requests (access, correction, consent withdrawal, erasure): within 30 days.
• Suspected fraud or unauthorised account access: investigation commenced within 24 hours.

These are internal service commitments, not statutory timelines.

Requests to reverse an institution’s credit or underwriting decision, to obtain a product without meeting eligibility criteria, to release commission where the applicable conditions are not met, or anonymous and abusive submissions cannot be processed under this mechanism. Matters already before a court or arbitral tribunal are dealt with under the Terms & Conditions.