Grievance Redressal Policy
Purpose
Our Grievance Redressal Policy aims to create a transparent and efficient system for addressing and resolving grievances from users of our lending platform. We strive to deliver fair and timely resolutions to enhance user satisfaction and trust in our services.
Scope
This policy addresses all types of grievances related to our lending platform, including but not limited to issues with loan applications, approvals, disbursements, repayments, interest rates, fees, and other user interactions.
Grievance Redressal Officer (GRO)
A Grievance Redressal Officer will be designated to manage the grievance resolution process. The GRO will ensure grievances are handled promptly and fairly.How to Submit a Grievance
Users can submit grievances through:
- The in-app grievance submission form.
- Email to the designated grievance redressal address.
- Written communication addressed to the Grievance Redressal Officer.
Upon receipt of a grievance, an acknowledgment will be sent within 24 hours, including a unique reference number for tracking.
Resolution Process
The Grievance Redressal Officer will investigate the grievance thoroughly and take necessary actions to resolve it. Resolutions will be provided within 15 working days from receipt.
If the user is not satisfied with the resolution, they may escalate the matter to higher management. Contact details for escalation will be included in the resolution communication.
Monitoring and Improvement
We will periodically review grievance redressal activities to identify trends, areas for improvement, and preventive measures. Summary reports of these activities will be shared with relevant stakeholders.
Staff involved in grievance handling will receive regular training to stay updated on regulations, customer service best practices, and effective communication techniques.
Accessibility
This Grievance Redressal Policy will be accessible to all users via our website, FAQs, and other communication channels.
Commitment to Improvement
We are dedicated to continually enhancing our grievance redressal process based on feedback, industry best practices, and evolving customer needs.
Compliance
This policy complies with applicable laws and regulations governing the financial services sector and will be reviewed and updated as necessary to maintain effectiveness and regulatory compliance.