Grievance Redressal

01How to raise a complaint

You can lodge a grievance through any of the channels below. To help us resolve it quickly, please share your registered mobile number, your loan or application reference (e.g. LN-2026-0001), a clear description of the issue, and any supporting documents. Never share full PAN, Aadhaar, card, OTP or account numbers over chat or email — we will only ever reference identifiers in masked form, such as PAN ABCDE****F.

• In-app: Help & Support → Raise a complaint (creates a tracked ticket with a reference ID)
• Email: support@loanos.example
• Phone: 1800-000-0000 (Mon–Sat, 9:00–18:00 IST, excluding public holidays)
• Post: Grievance Cell, loanos, 1 Example Tower, Bengaluru 560001, Karnataka

02Acknowledgement and tracking

Every complaint receives a unique ticket reference and an acknowledgement, ordinarily within one working day, sent to your registered email and mobile number. You can view the live status of any ticket at any time from Help & Support inside the app.

Where we need additional information or documents from you to proceed, the clock on our turnaround commitment pauses until you respond.

03Level 1 — Customer Support

Most issues are resolved at the first level by our Customer Support team. This is the default starting point for queries on applications, KYC, disbursal, repayments, e-NACH mandates, statements and similar matters.

We aim to resolve Level 1 complaints within approximately 5 working days of acknowledgement. If a complaint needs more time, we will inform you of the reason and the expected resolution date.

• Channels: in-app ticket, email support@loanos.example, phone 1800-000-0000
• Target turnaround: ~5 working days

04Level 2 — Grievance Redressal Officer

If your complaint is not resolved at Level 1, or you are dissatisfied with the resolution, you may escalate to our Grievance Redressal Officer (GRO). Please quote your original ticket reference so the GRO has full context.

The GRO will examine the matter afresh and respond within approximately 7 working days of receiving the escalation.

• Officer: Ms. A. Sharma, Grievance Redressal Officer (illustrative)
• Email: gro@loanos.example
• Target turnaround: ~7 working days

05Level 3 — Principal Nodal Officer

For complaints that remain unresolved after Level 2, or that are of a serious or systemic nature, you may approach the Principal Nodal Officer. The Principal Nodal Officer is the senior officer responsible for oversight of grievance redressal across loanos and acts as the point of liaison with the regulator.

• Officer: Mr. R. Iyer, Principal Nodal Officer (illustrative)
• Email: pno@loanos.example
• Office: 1 Example Tower, Bengaluru 560001, Karnataka

06Escalation to the RBI Ombudsman

If your complaint is not resolved within 30 days of being lodged, or if you are dissatisfied with our response, you may escalate to the Office of the RBI Ombudsman under the Reserve Bank – Integrated Ombudsman Scheme, 2021.

You can also use the RBI Complaint Management System (CMS) and the SACHET portal to register and track your complaint with the regulator. Complaints may be filed online, by email, or in physical form to the Centralised Receipt and Processing Centre.

• RBI CMS portal: https://cms.rbi.org.in
• SACHET portal: https://sachet.rbi.org.in
• RBI contact centre: 14448 (toll-free)
• Eligible after 30 days from lodging the complaint, or upon an unsatisfactory or no response

07Turnaround commitments

We commit to clear, time-bound handling at every level. Working days exclude Sundays and public holidays. If we are unable to meet a stated timeline, we will proactively communicate the reason and a revised resolution date.

• Acknowledgement: ordinarily within 1 working day
• Level 1 (Customer Support): ~5 working days
• Level 2 (Grievance Redressal Officer): ~7 working days
• Regulatory escalation eligibility: after 30 days without satisfactory resolution

08Record-keeping and review

All complaints, escalations and their outcomes are logged in our grievance register and retained in accordance with applicable record-retention requirements. Personal and sensitive data is stored securely and is referenced internally only in masked form (for example, PAN ABCDE****F or a masked mobile number ending in ••••).

Senior management periodically reviews grievance trends, root causes and turnaround performance to drive process improvements, and this policy is reviewed at least annually.