CIBIL Complaint Online: How to Raise and Track Your Dispute?

Submit a CIBIL complaint online to correct any incorrect details shown on your credit report.  You will have to provide your SR number while registering a dispute at CIBIL. A complaint against the company can be registered if they fail to resolve your issue within 30 days of the dispute being registered. The company will pay ₹100 per day as compensation if you can prove that their mistake caused you to miss out on any financial opportunity.

Quick Reads

• Regularly review your CIBIL report to make sure it is free from any inaccuracies. 

• Keep your SR number handy so that you can keep track of your dispute.

• Submit documents in support of your complaint.

• Most CIBIL disputes get resolved within a time frame of 30 days.

• If the resolution takes longer than 30 days, you can claim compensation of up to ₹100 per day.

Imagine you are at the loan approval stage, about to get your loan sanctioned, and you get a call that your application was rejected because of a wrong entry in your CIBIL report, like an old loan that was already paid off showing up as overdue. This happens because lending institutions bulk upload their records to CIBIL every 7 days, i.e. on the 9th, 16th, 23rd, and the last day of every month. Such mistakes are not unusual, but the time it took to resolve them has reduced significantly compared to past years.

The good news is that you can file a CIBIL report complaint online and get your dispute resolved with reference to RBI regulations that require a 30-day resolution deadline with compensation of ₹100 per day.

A CIBIL complaint (also known as a CIBIL dispute) is a request made to TransUnion CIBIL to fix any wrong, inaccurate, or falsified information found on one’s credit report. TransUnion CIBIL gathers credit information from banks, NBFCs, HFCs, and other financial organizations to prepare credit reports. If you find any inaccurate details in your credit report, you have the option to raise a complaint with CIBIL to resolve the matter.

The common scenarios that may lead a person to file an online CIBIL complaint are:

• A loan account shows up as 'active' or 'overdue' even though it is fully paid and closed

• The balance owed on a credit card is different from what the bank discloses 

• Name, PAN, date of birth, or address is mentioned incorrectly

• There are two entries for the same loan due to the transition of a lender's system

• A credit inquiry on the report comes from a financial institution the borrower did not apply to

These inaccuracies usually reduce the CIBIL score by 20 to 60 points, occasionally more if there is more than one error.

Individual consumers object to errors contained in their personal Credit Information Report (CIR). On the other hand, businesses challenge entries they feel are inaccurate on their Company Credit Report (CCR). The two have to access the same portal. However, commercial entities do not have to present board resolutions or letters of authorization from any designated officers, as the case is with commercial entities, unless an individual is authorizing someone to act on their behalf.

The process to raise an online CIBIL complaint is extremely simple. One may raise the complaint by logging on to the consumer portal of the CIBIL site. Typically, the complainant will not need to visit a branch in person or provide physical copies of documents. 

Here is what the exact sequence looks like:

• Create a CIBIL consumer account or log on to an existing account.

• Access the latest credit report on the dashboard.

• Navigate to the particular entry with the wrong information.

• Click on the 'raise a dispute' button on that entry.

• Choose the type of dispute: account details, personal information, ownership, or duplicate account.

• Submit the request. An SR number shall be generated right away. This reference number will be needed for all communications pertaining to the dispute.

• Save the number and/or take a screenshot for future reference.

Before you file a CIBIL complaint online, you must have the below documents at hand:

• Latest credit report highlighting the disputed entry

• PAN Card or masked Aadhaar (with the last 4 digits only visible) to verify identity

• Your bank account information is required to process the compensation as directed by the Reserve Bank of India (RBI) 

• Supporting documents from the lender, if any, such as a No Objection Certificate, account closure letter, or payment realization certificate

In addition to the above, commercial entities must also provide a board resolution or power of attorney from the person authorized to raise the dispute on behalf of the company.

To check your online complaint status, follow these steps:

• Log in to CIBIL’s official website and enter your SR number in the disputed tracker field to view your complaint status

• Your complaint status will reflect whether it is under review, forwarded to the lender, or resolved

• If you do not see an update within 10 days, you can contact CIBIL through their consumer support line or registered email

Compensation Framework for Delayed Resolution 

As per the guidelines of the RBI, in case your credit organization or CIBIL does not resolve the complaint within 30 days, you will be paid ₹100 for every calendar day that the resolution is delayed as compensation. Once your complaint has been settled, the money will be transferred directly to your bank account within 5 business days. 

Note that the compensation amount for the overdue resolution of the complaint is applicable irrespective of the fact whether the lending organization has rejected the dispute or not after 30 calendar days of the complaint.

If the dispute is not resolved successfully, you can escalate from the Nodal Officer to the RBI Ombudsman.

Nodal Officer 

After 30 days of filing your complaint, if you are not able to reach a resolution, you may submit a written escalation request to the Nodal Officer of CIBIL. Please quote your SR number and significant dates, along with your previous responses and a detailed description of why the issue remains unresolved. 

Principal Nodal Officer 

If your concern remains unresolved after being handled by the Nodal Officer, you have the option to escalate it to the Senior Nodal Officer. Please retain a copy of all correspondence, SR numbers, responses, and supporting documents for your records. 

RBI Ombudsman Scheme 

If you still cannot find a resolution after exhausting all CIBIL escalation procedures, or following a final unsatisfactory response from CIBIL, you can file a complaint with the Reserve Bank – Integrated Ombudsman Scheme (RB-IOS). However, the complaint has to be submitted digitally through the RBI Centralised Receipt and Processing Centre (CRPC) on the Complaint Management System (CMS) portal within 90 days of the incident. 

Before you file a CIBIL complaint, make sure to keep the following tips in mind to expedite the process as much as possible.

Ensuring Correct Information 

Check your name, account number, and details of the dispute you are making before submitting the complaint. Providing accurate information will help avoid any delays in resolving your dispute.   

Keeping Track of Service Request Numbers 

Please note down the number of the Service Request (SR) that you get after registering your complaint. It will be helpful in knowing the status of the dispute and also to follow up on the complaint. 

Third-Party Disputes and Confidentiality

A third party cannot dispute on your behalf unless they have the necessary authorization. CIBIL keeps your credit information private and secure, and will only share it with others if you give your permission. 

The online CIBIL complaint process has a 30-day resolution time frame, compensation of ₹100 per day (payable even if the dispute is not resolved successfully) and escalation from the Nodal Officer to the RBI Ombudsman within 90 days of filing the complaint. 

For borrowers who have resolved their CIBIL report complaint online and are all set to get a loan, Finnable reviews candidates with a minimum CIBIL score of 675, examining their income, profession and bank history. Finnable offers a personal loan of up to ₹10 lakh, and the loan can be disbursed within 60 minutes, as long as the applicant meets the conditions. Using Finnable's EMI calculator to view your options before taking out a personal loan is a smart way to start.