CUSTOMER SUPPORT DEPARTMENT
Customer can lodge their grievance through any of the following channels:
GRIEVANCE REDRESSAL OFFICER (1st Escalation Level)
Customer can escalate to the designated Grievance Redressal Officers (GRO):
GRO – Digital Lending App (DLA):
Name: Vatsal Karnani ([email protected])
GRO – Lending Service Provider (LSP):
Name: Bikram Ado ([email protected])
PRINCIPAL NODAL OFFICER (2nd Escalation Level)
Principal Nodal Officer: Mr Aaditya Pagar | Email: [email protected]
INTERNAL OMBUDSMAN (IO)
Senior Level Review: If a complaint is proposed to be partially resolved or wholly rejected, it is automatically routed via CRM to a Senior level official for review.
IO Review: The complaint is then moved to IO for an independent review before final communication.
EXTERNAL ESCALATION
30-Day Escalation Standard: If your complaint remains unresolved within 30 days of initial lodging, or if you are dissatisfied with the final outcome communicated after the Internal Ombudsman review, you may approach the Reserve Bank of India.
RBI INTEGRATED OMBUDSMAN
Lodge a complaint under the Reserve Bank – Integrated Ombudsman Scheme (RB-IOS):
Physical Postal Address: Centralised Receipt & Processing Centre (CRPC), Reserve Bank of India, 4th Floor, Sector-17, Central Vista, Chandigarh – 160017
Online Portal (CMS): https://cms.rbi.org.in