Grievance Redressal Policy
Transparent, efficient, and accessible
grievance redressal mechanism for all customers.
Effective Date
Immediately upon publication
Compliance
RBI Internal Ombudsman Directions 2023 | RBI Fair Practices Code
Rupeeva is committed to providing a transparent, efficient, and accessible grievance redressal mechanism for all customers. This policy outlines our structured escalation framework, resolution timelines, and complaint handling procedures in compliance with regulatory requirements.
How to Lodge a Complaint
Email Complaint
info@rupeeva.com
Preferred for detailed complaints with attachments
✓ 24-hour acknowledgment
Written Complaint
Grievance Redressal Officer
Registered Office Address
✓ Include reference number
Include in your complaint: Application/Loan reference number, registered mobile number, clear description of issue, and supporting documents (if any).
Resolution Timeline & Escalation
Customer Support
Initial complaint handling by front-line team
85% resolvedGrievance Officer
Escalated review by designated officer
+10% resolvedInternal Ombudsman
Independent review for unresolved cases
+5% resolvedRBI Ombudsman
Customers may approach RBI Integrated Ombudsman Scheme if unresolved internally.
Types of Complaints We Address
Urgent Complaints
Within 24 Hours
- • Unauthorized transactions
- • Fraudulent activities
- • Coercive recovery practices
- • Data privacy breaches
Standard Complaints
Within 7 Days
- • Interest rate disputes
- • Documentation issues
- • Processing delays
- • Service quality concerns
Service Requests
- • Document requests
- • Account updates
- • Status inquiries
- • General information
Complaint Tracking & Follow-up
Email & SMS
Notifications at each stage
Call Support
Quote reference number
Exclusions & Limitations
Policy Governance & Review
- • Quarterly review by Compliance Committee
- • Half-yearly RBI reporting
- • Annual Board approval
- • Customer feedback for continuous improvement
Last updated: 2026 | Rupeeva