What to include
Describe the issue, relevant date, feature used, and preferred response channel. Do not include passwords, OTPs, or unnecessary identity documents in the first message.
Escalation process
The production service must publish the legal entity name, grievance officer, email and postal address, acknowledgement timeline, resolution timeline, and escalation route before accepting live customer cases.
Lender complaints
Complaints about a lender's decision, pricing, servicing, or collections may need to be directed to that regulated institution using the details in its agreement or Key Facts Statement.
