WowScore

Grievance Redressal Policy

At WowScore, we are committed to providing a transparent, reliable, and positive experience to our users. We value every concern and are committed to addressing and resolving grievances fairly, promptly, and transparently, in accordance with applicable laws and regulatory requirements.

We consider user feedback and grievances as important opportunities to improve our services, processes, and overall user experience.

1. Raising a Grievance

Users may raise concerns or grievances relating to our application, credit-improvement plans, subscriptions, customer support, privacy, personal data, or any other aspect of our services through the appropriate channels mentioned in the Complaint Escalation Matrix below.

Upon receipt of your grievance, we will acknowledge it within 48 working hours.

If your concern is not resolved at the initial level, or if you are dissatisfied with the resolution provided, you may escalate the matter to the next level in accordance with the escalation process outlined below.

2. Complaint Escalation Matrix

  1. Level 1

    Customer Support Executive

    Contact:
    +91 95119 96614 / +91 95119 96615
  2. Level 2

    Supervisor, Customer Support

  3. Level 3

    Grievance Redressal Officer

    Name:
    Kunika Modi
    Contact:
    +91 90280 65621
    Address:
    203, Terminal-1, Tower B, Hinjewadi Phase-1, Pune, Pimpri-Chinchwad, Maharashtra – 411057

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

3. Resolution Timeline

We aim to address grievances within the following timelines:

  • Acknowledgment: Within 48 working hours of receiving the grievance.
  • Resolution: Within 15 working days from the acknowledgment of the grievance.

Where a grievance is complex and cannot reasonably be resolved within the above timeline, we will inform the user of:

  1. the reason for the delay; and
  2. the revised expected timeline for resolution.

4. Closure of Grievance

A grievance shall 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 in accordance with the Complaint Escalation Matrix above, or pursue any other remedies available under applicable law.

5. Policy Updates

WowScore 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 the Policy will be made available through the WowScore platform or other appropriate communication channels.

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