Complaint resolution — 48-hour SLA
If something goes wrong with your Kviku account, our written process is below. We commit to 24-hour acknowledgment, 48-hour investigation, and 7-day resolution for routine cases. You always have the right to escalate to government regulators in parallel.
Six-step process
- 1
Document the issue
Gather screenshots of messages, call logs with timestamps, transaction references, and any names of people you interacted with. The more specific the evidence, the faster the resolution.
- 2
Submit through the right channel
For collection-related complaints, email compliance@kviku.ph. For billing or account issues, email support@kviku.ph. For data privacy concerns, email dpo@kviku.ph (our Data Protection Officer).
- 3
Acknowledgment within 24 hours
You receive an automated acknowledgment with a case reference number. A human assigned to your case responds within one business day.
- 4
Investigation within 48 hours
The compliance team pulls the relevant call recordings, message logs, and account history. If a violation occurred, corrective action is initiated immediately.
- 5
Resolution within 7 days
For straightforward cases (incorrect fee, missed call from a partner agent), resolution happens within a week. Complex cases involving third parties may take up to 30 days; you receive a status update every 7 days.
- 6
Escalation if unresolved
If you are not satisfied with our resolution, escalate to SEC EIPD (epd@sec.gov.ph) for collection conduct, NPC (complaints@privacy.gov.ph) for data privacy, and BSP Consumer Assistance (consumeraffairs@bsp.gov.ph) for rate/pricing disputes. We support parallel filings.
External escalation
If you are not satisfied with our resolution, the following bodies have direct jurisdiction over different aspects of online lending:
SEC — Enforcement and Investor Protection Department
Lending company conduct, collection violations, advertising disclosures (MC 18 s.2019, MC 19 s.2019)
National Privacy Commission
Data privacy violations: contact-list harvesting, unauthorized data sharing (R.A. 10173, NPC Circular 2022-02)
BSP — Consumer Assistance Mechanism
Interest rate caps, total cost of credit, pricing disclosure (MC 1133 s.2021)
Frequently asked questions
How quickly will Kviku respond to my complaint?+
Automated acknowledgment within minutes. Human response within 24 hours. Investigation completed within 48 hours. Resolution for straightforward cases within 7 days. Complex cases get weekly status updates.
Who handles complaints internally?+
Kviku's Compliance team is led by the Compliance Officer (named ombudsman) and reports directly to the CEO. The Data Protection Officer handles privacy-specific complaints under NPC Circular 2022-02.
Will filing a complaint affect my credit record?+
No. Complaints have no impact on your credit standing with Kviku or with CIBI / TransUnion. Filing a legitimate complaint does not — and cannot — be used against you in credit decisions.
Can I escalate to government regulators while my complaint is open?+
Yes. You may file in parallel with SEC EIPD, NPC, or BSP at any time. We do not require an internal resolution first. In fact, for serious violations (threats, contact-list harassment) we encourage parallel escalation.
What if the issue is with a partner collection agent?+
Treat them as if they were Kviku. We are responsible for partner conduct. Report to compliance@kviku.ph and we will investigate and take corrective action including termination of the partner if warranted.
Do you offer compensation for harm caused by collection violations?+
For documented violations of our written policy, we offer fee waivers, interest waivers, or in extreme cases, debt cancellation. Compensation is decided case-by-case by the Compliance Officer.