Grievance Redressal Procedure - CIBIL SCORE

Tide has established a standardized grievance redressal procedure applicable to all its users, and members, as outlined in its grievance Procedure. To highlight such instances and register a complaint/ grievance related to Credit report, Consent withdrawal, etc. we request you to follow the below-mentioned process. 

You have the right to withdraw your consent given to Tide to process your personal data at any time. Please note that withdrawal of consent may result in Tide's inability to provide certain products and services to you.

In relation to your credit score information with Tide, you may withdraw your consent by deleting your credit score information directly through the Tide app or by contacting Tide at indiasupport@tide.co

Level 1

Members can contact Tide Member support team to seek resolution to their queries, to share feedback or to log a grievance/complaint or concern on any of the below provided channels:

Modes of Lodging a Complaint

• In-app Chat: Available through the tide mobile application.

• Email: indiasupport@tide.co

• Member Support Helpline: 011-64891216 (10:00 am to 7:00 pm)

• Postal Address: 3rd Floor, Videocon Tower, Jhandewalan Extension, New Delhi- 110005

Level 2

In case a customer doesn't receive a response from Level 1 within 48 working hours then the customer may raise his/her complaint to the supervisor by sending an email to indiamssupervisor@tide.co and the customer will receive the update/response within 48 working hours. 

• Member Support Supervisor

• Contact Email ID: indiamssupervisor@tide.co

• Postal Address: 3rd Floor, Videocon Tower, Jhandewalan Extension, New Delhi- 110005

Upon receiving the complaint at each level, the customer will receive an acknowledgement email within 2 working days. Once the complaint is successfully resolved, a closure email will be sent to the customer from Tide.

Level 3

Members who are not satisfied with the resolution provided by the Member support team may escalate the matter preferably via email or letter to the grievance redressal officer.

The details of the Grievance Redressal Officer are as follows:

• Name of the Grievance Redressal Officer: Dicky Singh

• Email id: Grievanceindia@tide.co

• (10:00 am to 7:00 pm, Monday to Friday except National Holidays).

• Postal Address: 3rd Floor, Videocon Tower, Jhandewalan Extension, New Delhi- 110005

Upon receiving the complaint at each level, the customer will receive an acknowledgement email within 48 working hours. Once the complaint is successfully resolved, a closure email will be sent to the customer from Tide.

Note:  We will send our final response or explain why we need more time to respond and shall endeavor to do so within the above-mentioned TAT of receipt of Query/Complaint.

Escalation Matrix

In case the consumer has a concern with the Credit Information Report, he/she may reach out to TransUnion CIBIL https://www.cibil.com/consumer-dispute-resolution?utm_source=indirect&utm_medium=indirect&utm_campaign=dispute.