Complaint resolution — 48-hour SLA
If something goes wrong with the Aprubado matching service — or with a lender we matched you with — 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 the name of the lender or matching step involved. The more specific the evidence, the faster the resolution.
- 2
Submit through the right channel
For issues with a lender we matched you with (collection conduct, fees), email compliance@aprubado.ph. For matching or account issues, email support@aprubado.ph. For data privacy concerns, email dpo@aprubado.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
Our team reviews the matching record and, where the complaint concerns a partner lender, raises it directly with that lender. If a violation of our partner standards occurred, action is initiated immediately.
- 5
Resolution within 7 days
For straightforward cases (a matching error, a partner lender issue we can resolve directly), resolution happens within a week. Complex cases involving a lender's own processes 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 lender 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
Lender 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 Aprubado 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?+
Complaints are handled by the compliance function at Virix Labs (UK Co. No. 16325097), the operator of Aprubado. The Data Protection Officer handles privacy-specific complaints under NPC Circular 2022-02.
Aprubado is a matcher — can it help with a problem caused by a lender?+
Yes. Even though Aprubado does not lend money or collect debts, we take responsibility for the lenders we introduce you to. If a lender we matched you with breaches SEC conduct rules, tell us and we will raise it with that lender, review whether they stay in our network, and support your parallel filing with SEC and NPC.
Will filing a complaint affect my credit record?+
No. Filing a complaint with Aprubado has no impact on your credit standing. Aprubado is not a lender and does not report to CIBI / TransUnion; a legitimate complaint cannot be used against you in any credit decision.
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 by a lender) we encourage parallel escalation.
What if the issue is with a lender you matched me with?+
Report it to compliance@aprubado.ph. We will investigate, raise it with the lender directly, and remove partners from our network if warranted — while also supporting your filing to SEC EIPD and NPC.