Grievance Redressal Policy
Transparent, time-bound dispute resolution framework ensuring client accountability, data rights enforcement, and regulatory compliance.
Loan Resolution India maintains an unyielding commitment to ethical conduct, procedural fairness, and prompt redressal of client grievances. Every complaint relating to service quality, billing transparency, data privacy, or consultant conduct is scrutinized by an independent compliance officer.
1. Statutory Framework & Governing Rules
This Grievance Redressal Policy is promulgated in compliance with:
- Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021;
- Section 13 of the Digital Personal Data Protection Act, 2023 (DPDP Act); and
- The Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020.
2. Designated Nodal Grievance Redressal Officer
In terms of statutory regulations, the contact coordinates of our appointed Grievance Officer are published below:
3. Three-Tier Escalation Matrix
To ensure swift and structured dispute handling, grievances are processed through a 3-tier escalation hierarchy:
| Escalation Level | Responsible Authority | Contact Channel | Resolution Turnaround Time (TAT) |
|---|---|---|---|
| Level 1: Primary Support | Case Manager & Resolution Helpdesk | Email: loanresolutionindia@gmail.comPhone: 1800-258-4567 |
First response within 24 to 48 business hours. |
| Level 2: Nodal Grievance Officer | Mr. Rahul Sharma (Grievance Officer) | Email: grievance@legalloanresolutionindia.com |
Formal acknowledgment within 24 hours; final reasoned resolution within 15 calendar days. |
| Level 3: Executive Review Board | Managing Director & Senior Legal Advisory Panel | Written escalation via registered post to corporate office | Comprehensive executive review within 7 working days of escalation. |
4. How to Formally File a Grievance
To facilitate an expedited investigation, clients submitting a Level 2 grievance must include:
- Identification: Full legal name, registered mobile phone number, and case file reference number.
- Subject Details: Precise description of the grievance (e.g., delay in notice dispatch, disagreement over fee billing, data privacy request, conduct of staff).
- Documentary Proof: Copies of previous correspondence with Level 1 support, Razorpay payment IDs, or notice drafts under dispute.
Upon submission, an automated Grievance Ticket ID will be generated for all subsequent tracking.
5. Investigation Standards & Fair Hearing
Our Grievance Officer operates independently of the frontline debt negotiation desk and observes the principles of natural justice:
- The officer conducts an objective audit of recorded calls, CRM communication logs, and legal drafting files.
- Both the borrower and the assigned resolution officer are afforded an equal opportunity to present their respective positions.
- A formal, written Speaking Order is communicated to the complainant upon conclusion of the review.
6. External Consumer Dispute Fora
If you remain unsatisfied with the final internal determination issued by our Executive Review Board, you reserve the statutory right to seek independent redressal under the Consumer Protection Act, 2019:
- National Consumer Helpline (NCH): Toll-free 1915 or portal at consumerhelpline.gov.in.
- District Consumer Disputes Redressal Commission: Filing an e-daakhil complaint at edaakhil.nic.in.
7. Special Guidance: Escalating Harassment by Banks & NBFCs
If your grievance pertains to unlawful collection agent harassment, extortionate threats, physical intimidation, or abusive phone calls made by your creditor bank or NBFC, Loan Resolution India provides immediate assistance in escalating your complaint to the statutory banking ombudsman:
Under the Reserve Bank - Integrated Ombudsman Scheme, 2021 (RB-IOS), borrowers may file free statutory complaints against regulated banking entities:
- Online Portal: RBI Complaint Management System (CMS) at cms.rbi.org.in.
- Centralized Toll-Free Helpline: 14448 (available in multiple Indian languages).
- Postal Filing: Centralised Receipt and Processing Centre (CRPC), Reserve Bank of India, 4th Floor, Sector 17, Chandigarh - 160017.
Our advisory team assists members in drafting structured evidentiary dossiers (call logs, timestamped audio recordings, agent numbers) to ensure maximum penal accountability against rogue collection agencies under RBI Master Directions.