• INTEGRATED OMBUDSMAN SCHEME, 2026

Customer Grievance Redressal

Identified a discrepancy in your credit report. Don’t worry, We’re here to help!

Follow the below steps to raise the dispute

 

MODES OF FULFILLMENT

  • EMAIL- ecissupport@equifax.com
  • PHONE- 1800 209 3247
  • POSTAL MAIL- Equifax Credit Information Services Pvt Ltd., 3rd floor, Building no. 9, Solitaire Corporate Park, Andheri Ghatkopar Link Road, Andheri East, Mumbai – 400093
  • WALK- IN- Equifax Credit Information Services Pvt Ltd., 3rd floor, Building no. 9, Solitaire Corporate Park, Andheri Ghatkopar Link Road, Andheri East, Mumbai – 400093


INFORMATION REQUIRED

  • Report Order Number in which you have found the inaccuracy
  • Type of dispute (Ownership of account, Balance, status or any other fields)
  • Any supporting documents, if available (e.g. NOC from the Bank)
     

DISPUTE CLASSIFICATION  

Disputes are majorly categorized in the below listed categories:

  • False Positive- All or some of the consumer tradelines are incorrectly captured in the Equifax CIR
  • False Negative – All or some of the consumer tradelines are not captured in the Equifax CIR
  • Member to Report – Inaccuracy in the data submitted by the Institution
TURN AROUND TIME
Heading
TAT 
Dispute 
 30 Days         
ESCALATION MATRIX
Level
Name
Contact Number
Email address
1st level
Support Team
1800 209 3247
2nd level
Yashpal Deora
1800 209 3247
2nd level
Swati Sawant
1800 209 3247
3rd level
Museb Shaikh
1800 209 3247

Compensation Framework

If you are eligible for compensation, we request you to click here and share the required information.

RESERVE BANK – INTEGRATED OMBUDSMAN SCHEME, 2026

In the event that your grievance is not addressed within 30 days of registration, you may approach the Reserve Bank Ombudsman through the following channels:

  1. Submit a complaint via the online CMS portal at https://cms.rbi.org.in

  2. Send an email to crpc@rbi.org.in

  3. Forward a completed complaint form along with supporting documentation via post or courier to: Centralized Receipt and Processing Centre (CRPC), Reserve Bank of India, Central Vista, Sector 17, Chandigarh - 160 017.

Salient features of the Scheme

In the interest of the public and with the objective of making the alternate grievance redress mechanism more streamlined, efficient, and customer-centric, the Reserve Bank of India has introduced RBI Integrated Ombudsman scheme 2026

Grounds for filing a complaint by a customer to Ombudsman:

Any customer aggrieved by an act or omission of a Regulated Entity resulting in deficiency in service may file a complaint under the Scheme personally or through an authorised representative as defined under clause 3(1)(c).

An act or omission resulting in a deficiency in service, which refers to any shortcoming or inadequacy in a service that Equifax Credit Information Services Pvt Ltd [ECIS] is statutorily or otherwise required to provide, and which may or may not result in financial loss or damage to the customer.

  • The complaint is wholly Rejected/Partially resolved by ECIS; or

  • The response provided by ECISis unsatisfactory to the complainant; or

  • No response has been received from ECIS within 30 days from the date of lodging the complaint (subject to the complaint satisfying the conditions specified under para 10 of the RBI Integrated Ombudsman Scheme, 2026)

Where and how can the Complaint be filed

Complaints addressed to Reserve Bank of India should contain a copy of complaint filed and response received from PFL alongwith all other documents relevant to the complaint.

  • Complaint may be logged though online portal: https://cms.rbi.org.in/

  • Complaints can be in emailed to : crpc@rbi.org.in

  • Complaints can be also sent in physical form, including postal and hand-delivered complaints, addressed to Centralised Receipt and Processing Centre of the RBI. Address - 4th Floor, Sector 17, Chandigarh - 160017

The complaints involving the following matters are excluded from the purview of the Scheme:

(a) matters related to commercial judgment or decision of a Regulated Entity;

(b) a dispute between a vendor and a Regulated Entity;

(c) grievances against Management or Executives of a Regulated Entity;

(d) a grievance arising from an action of a Regulated Entity in compliance with the orders of a judicial/quasi-judicial or statutory or law enforcing authority;

(e) a service not within the regulatory purview of the Reserve Bank;

(f) a dispute between Regulated Entities;

(g) a dispute involving the employee-employer relationship of a Regulated Entity;

(h) a grievance for which a remedy has been provided in Section 18 of the Credit Information Companies (Regulation) Act, 2005; and

(i) a grievance pertaining to customers of Regulated Entity not included under the Scheme