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Grievance Redressal Policy

This Grievance Redressal Policy explains how Loanwalle (“we,” “us,” or “our”) receives, reviews, and resolves user complaints related to our Website and mobile application (“Platform”). We are committed to fair, transparent, and timely resolution of issues such as onboarding, loans, repayments, data usage, and service experience. Users can raise complaints through our support channels, and unresolved matters may be escalated as per this Policy.

Introduction

To ensure that all concerns and complaints are addressed in a fair and timely manner, Loanwalle has implemented a structured Grievance Redressal Mechanism. This policy explains the escalation process available to users for resolution of issues related to services provided through our Platform.

1. Level 1 – Register Your Complaint

Users may register complaints through the support section available in the Loanwalle mobile application. Our team will review the issue and aim to resolve the complaint within 10 business days.

2. Level 2 – Escalation to Customer Support Centre

If your concern is not resolved at Level 1, you may escalate the matter to our Customer Support Centre by calling +91 _____________. Our Customer Support team will aim to resolve your complaint within 10 business days.

3. Level 3 – Escalation to Grievance Redressal / Nodal Officer

If your concern remains unresolved, you may escalate it further to our Grievance Redressal / Nodal Officer in accordance with the guidelines prescribed by the Reserve Bank of India. Name: Loanwalle Contact Number: 9876543210 Email: info@loanwalle We aim to resolve complaints at this level within 10 business days.

Resolution & Escalation Process

  • We aim to resolve all your concerns and complaints in our level 1 matrix within the said timelines.
  • In the event, your concern remains un-resolved or not resolved to your satisfaction and you wish to escalate your concern to next level, you need to ensure that you have already exhausted the previous level(s). You are also required to hold a valid ticket number before approaching each level.
  • Please note that due to technical or operational reasons there may be delay in resolving your complaint. Further, if the issue/grievance is related to a third party, then the afore-stated timelines may change. The delay/increased timelines may be dependent on the respective third party including but not limited to the clearing house/banks /network providers/regulator. In these cases, we will inform you promptly of such delay and increased timelines.
  • In the event of a refund, you may get an approval for refund instantly, but it may take 3- 10 business days for the money to be reflected in your account.
  • If your query or complaint has not been satisfactorily resolved at previous levels within 30 days, you can reach out to the RBI ombudsman at https://cms.rbi.org.in/ or visit the Sachet portal at https://sachet.rbi.org.in/