Our approach
We aim to make every customer interaction clear and helpful. This page currently contains a sample grievance process for preview purposes. Official contact channels, response timelines and officer details will be added after approval.
Step 1: Share your concern
Once the official support channel is available, explain your concern and include enough information to help the team understand what happened.
- Your name and preferred contact details.
- An enquiry or application reference, if available.
- A short description of the issue and the outcome you are seeking.
- Relevant dates and supporting correspondence with sensitive details removed.
Step 2: Review and follow-up
The support team will review the concern and may request further information. Keep any acknowledgement or reference number so you can refer to it when following up. Confirmed response timelines will be published in the final process.
Step 3: Request an escalation
If your concern remains unresolved, the final process will explain how to escalate it to the designated grievance officer. Include your original reference and a brief explanation of the outstanding issue.
Concerns about a lending partner
For issues relating to a lender’s loan decision, disbursement, repayment or charges, the lender may need to review the concern through its own grievance process. BankBulls support details and the appropriate referral process will be provided here.
Protect your information
Do not share passwords, one-time passwords, PINs or full payment card details in a complaint. Provide only the information needed to explain your concern and use verified communication channels.
Contact information
Customer support channel: to be updated. Grievance officer: to be updated. Working hours and escalation timelines: to be updated. These are placeholders; no live complaint submission facility is available on this page yet.
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