Commitment
The Company provides a free, accessible and time-bound mechanism for complaints concerning loan applications, disbursement, repayment, charges, bureau reporting, LSP / DLA conduct, recovery, privacy and customer service. Complaints will receive an acknowledgement and unique reference number.
How to complain
- Online form: [INSERT COMPLAINT URL]
- Email: [INSERT LEVEL 1 EMAIL]
- Telephone: [INSERT NUMBER AND HOURS]
- Post / in person: [INSERT ADDRESS]
- DLA / app: [INSERT IN-APP PATH]
Include the customer name, registered mobile / email, loan / application number, transaction / date, issue, relief sought and supporting documents. Never share OTPs, PINs or passwords.
Escalation matrix
| Level | Officer / channel | Contact | Target response |
|---|---|---|---|
| 1 | Customer Care | [INSERT EMAIL / PHONE / ADDRESS] | [INSERT TAT] |
| 2 | Grievance Redressal Officer: [INSERT NAME] | [INSERT EMAIL / PHONE / ADDRESS] | [INSERT TAT] |
| 3 | Principal Nodal Officer: [INSERT NAME] | [INSERT EMAIL / PHONE / ADDRESS] | Final response within applicable 30-day framework |
RBI escalation
Where the Company is covered by the Reserve Bank — Integrated Ombudsman Scheme, 2026, a customer may approach RBI if the Company does not reply within 30 days (or a longer applicable regulatory timeline), or if dissatisfied with the reply, subject to the Scheme's maintainability and limitation rules:
- Online: https://cms.rbi.org.in
- Email: crpc@rbi.org.in
- Post: Centralised Receipt and Processing Centre, Reserve Bank of India, Central Vista, Sector 17, Chandigarh — 160017
- RBI assistance / contact centre: 14448
- Sachet portal: https://sachet.rbi.org.in
Handling principles
- No fee will be charged for complaint handling.
- Complaints against an outsourced provider, LSP, DLA or recovery agent remain the Company's responsibility.
- Privacy complaints will be routed to the privacy contact without losing the original complaint date.
- Complaints will be investigated objectively; responses will state the decision, reasons where appropriate and next escalation channel.
- Retaliation against a complainant is prohibited. Records, root causes, ageing and repeat issues will be reported to management / Board.
RBI (NBFC — Responsible Business Conduct) Directions, 2025; RBI Digital Lending Directions, 2025; Reserve Bank — Integrated Ombudsman Scheme, 2026; applicable customer-service directions, as amended.