Article (47)

Effective from Jan 31 2025 - Nov 04 2011
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Investigation and review of complaints and objections shall be in accordance with the following procedures and timeframes:

	1.	the company shall within 5 working days from the date of being informed with the complaint, inform the member who issued the objected negative information in a written form and mention all related information as well as all evidence and documents submitted by the consumer, and give the member no more than 10 working days to respond. If no response is received within 10 working days, this will be taken as valid evidence for supporting the consumer’s claim;
	2.	the company shall take its decision within no more than 7 working days of receiving the member’s response or expiry of the period stipulated above;
	3.	once the investigation proves partial or complete validity of the claim, or it is proven that the information cannot be verified, the company shall within 2 working days remove the objected information from the record or revise it, as the case may be; and
	4.	the company shall not have the right to delete or revise any negative information in the consumer’s credit record once it is proven to be accurate.