We are committed to providing a positive and transparent experience for every customer. We believe in resolving complaints promptly, fairly, and efficiently. This Grievance Redressal Policy outlines how you can raise your concerns and how we address them.
Purpose
This policy ensures that:
- All users have access to an effective mechanism for redressal of complaints.
- Grievances are addressed in a fair, transparent, and timely manner.
- We continuously improve our service standards based on user feedback.
What Constitutes a Grievance?
A grievance is any concern, complaint, or dissatisfaction relating to:
- Loan application process
- Financing decisions or disbursal delays
- Repayment terms or charges
- Miscommunication or service lapses
- Issues related to our Lending Service Providers (LSPs) or Digital Lending Apps (DLAs)
- Privacy or data handling
Grievance Submission Channels
You may raise your concerns through the following channels:
Email: eravatmktpl@gmail.com
Phone: +91 1149901356
Address: 1215, Pearls Omaxe Tower, 2, Netaji Subhash Place, Shakurpur, New Delhi, Delhi, 110034
Grievance Officer Contact
In case your concern is not resolved at the first level, you may escalate it to our Grievance Officer
Resolution Timelines
- Basic Queries & Info are resolved within 2 business days.
- Loan-related Complaints are addressed within 5 business days.
- Escalated Issues are resolved within 7 business days.
We aim to acknowledge all complaints within 24 hours and resolve them as quickly as possible based on complexity.
Data Confidentiality
All grievances and user data submitted through the redressal process are handled with strict confidentiality and in line with our Privacy Policy.
Regulatory Compliance
This policy complies with applicable financial service regulations and industry standards regarding customer redressal and fair treatment.