Grievance Redressal Process

Now get complete assistance to overcome your financial concerns over your loan journey with the following grievance redressal guidance at every step.

Website: Most websites offer contact details at the end of their page. Look for options like “Contact Us” or “Support.” You can find,

1 . Email: You can send the grievance details directly through the mail; do not forget to attach details such as

• a.Loan account number
• b.Contact details
• c.The nature of the issue
• d.Supporting documents

2 . Phone number: Call the customer service number during business hours. They will guide you through the immediate processes.

Unresolved issues can be raised to the GRO, whose address can typically be found in the website’s contact section or provided at level 1.

1 .Include details such as:

• Complaint reference number from Level 1.
• Full details of the grievance.
• Copies of all previous correspondence and documents.

2 . Clearly state the desired outcome or resolution.

Though unlikely, an unresolved issue from GRO can be raised to the NPO.

• Write to the NPO, referencing your earlier complaint ID with a summary of actions taken so far.
• Share all relevant documentation, including responses from Level 1 and Level 2.
• Explain why the resolution provided earlier was inadequate.

PNO usually takes 15 days for a resolution after their independent investigation.

If all the internal avenues are dissatisfactory or don’t resolve the issue within 30 days, you can adopt external options such as:

• 1. Consumer protection agencies: Consult a lawyer. You can file a complaint with the relevant consumer forum.
• 2. Regulatory bodies:
• Copies of all previous correspondence and documents.

a. Financial services: RBI (RBI Integrated Ombudsman Scheme), IRDAI, or SEBI.

b. Telecom services: Telecom Regulatory Authority of India (TRAI).