Corporate Governance

Grievance Redressal & Policy Framework

RBI Compliant MechanismResponse within 24 Hours

Document

Response: 24 Hours
Sections: 6
Issued by: Callmeloan

1. Complaint Redressal Process

At Callmeloan, we are committed to providing the highest level of service. However, if you have a complaint or grievance, we follow a transparent and time-bound resolution process. Customers can register their complaints through multiple channels including our app, website, email, or telephone. Every complaint is assigned a unique reference number for tracking.

2. Escalation Matrix

If you are not satisfied with the resolution provided at any level, you can escalate your concern as per the following matrix:

Level 1: Customer Support

Reach out to our support team via the app or email. Most queries are resolved here within 7 business days.

Level 2: Grievance Redressal Officer

If unresolved for 15 days, escalate to our Grievance Officer. Resolution is provided within 10 additional days.

Level 3: Nodal Officer

Final internal escalation point. The Nodal Officer reviews the case and provides a final decision within 7 business days.

3. Response Timelines

We strive to acknowledge every complaint within 24-48 hours. Our standard resolution timelines are: General Queries (3-5 days), Transaction Disputes (7-10 days), and Complex Grievances (up to 30 days as per RBI guidelines).

4. Corporate Governance

Callmeloan adheres to the highest standards of Corporate Governance. Our framework ensures accountability, transparency, and fairness in all our dealings. We comply with all RBI Master Directions on digital lending, Fair Practices Code (FPC), and data protection regulations to safeguard customer interests.

5. Customer Rights

Right to Fair Treatment: To be treated with dignity and respect at all times.
Right to Transparency: To receive clear information about interest rates, fees, and charges.
Right to Privacy: To have personal data protected as per the DPDP Act and RBI guidelines.
Right to Redressal: To have access to a robust and free grievance redressal mechanism.

6. Reporting Misuse & Fraud

Security is our top priority. If you suspect any fraudulent activity, unauthorized transactions, or misuse of your account, please report it immediately to our dedicated fraud response team at info@callmeloan.com or call our emergency helpline.

Grievance & Nodal Officer Details

Grievance Officer

Name

Mr. Grievance Officer

xxxxx@callmeloan.com

Nodal Officer (Level 3)

Ms. Nodal Officer

xxxxx@callmeloan.com

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