Grievance Redressal Mechanism

At LoansJagat, we believe customer service is a prime priority as it mitigates growth, solidarity, and herein continuously prospers business. The Company motivates a prompt, efficient, effective, and transparent service that is crucial to building everlasting customer relationships. Driven by a determination to ensure expeditious and efficacious handling of customer grievances, we are complemented by prompt remedial & necessary preventive action (inclusive of amendments to the Mechanism, as and when required) to avert repetitiveness.

MOTTO

At LoansJagat, it is to objectify that despite striving to achieve elite standards of customer service excellence, there is a possibility of lacking in existing service delivery. For the same, it is vital to offer an appropriate system and process for customers to share their grievances. We aspire to build robust systems and processes to ensure efficient and timely solutions to address grievances with an impartial approach to set high-scaled benchmarks toward effective stakeholder engagement. We ensure that all employees of the company are aware and well-versed with our Customer Grievance Redressal Mechanism. Our Mechanism is based on the following principles:

Customers are treated equitably without any prejudice at all instances.

Grievances concerning customers are attentively administered and dealt with courtesy promptly and address the key questions on why the complainant feels aggrieved or dissatisfied.

Customers are offered numerous touchpoints to submit their grievances.

Customers are facilitated and sensitized about their rights in the Company and the mechanism to pertain to their grievances, as well as their rights on alternate remedies if they are unsatisfied with the resolution of their grievances.

Grievances are investigated and redressed in a time-bound and transparent manner.

Based on this Mechanism, the Company shall ensure that an appropriate mechanism subsists to receive and address grievances from its customers, intending to resolve the grievances equitably and expeditiously. The Mechanism encompasses adherence to the provisions of Digital Lending guidelines and other regulations stipulated by the Reserve Bank of India (RBI).

Grievance Redressal Framework

How to file a Grievance/Where can a Grievance be made?

Grievance Entails:

Contact Us Via Email or Phone in the following cases:

Application & Processing
Delay, incorrect status updates, missing documents, miscommunication
Mis-selling / Wrong Information
Incorrect ROI/fees/tenure, misleading promises, "guaranteed approval" claims
Charges / Fees / Refund / Payment Issues
Unexpected charges, wrong deductions, refund delays, and payment disputes
Data Privacy / Consent / DND
Consent not taken, excessive calls, DND violation, data sharing concerns
Staff / Agent / Partner Misconduct
Rude behaviour, coercion, harassment, bribery, and fraud attempt
Technical / Platform Issues
App/website problems, OTP failures, broken links, upload errors
Document / KYC / Verification Issues
Incorrect KYC rejection, document mismatch, verification complaints
Disbursal / Post-disbursal / Collections (if applicable)
Disbursal delay, wrong account, and collection call complaints

Grievance Redressal Hierarchy:

Level 1: Let us know the concern via Email or Phone
Level 2: Our customer support executive will contact you and escalate the issue to the supervisor.
Level 3: Our team will resolve the issue and get back to you with confirmation of changes.

Means and Mode:

Customers having a grievance concerning the product and services provided by the Company may reach out to the Company through any of the following channels:

Level	Working Hours	Contact Details
Level 1	10am to 7pm (Monday to Saturday)	support@loansjagat.com
Level 2 (If not resolved within 5 days)	10am to 7pm (Monday to Saturday)	customer.service@loansjagat.com
Level 3 (If not resolved within 10 days)	10am to 7pm (Monday to Saturday)	kartik.chandra@loansjagat.com

Format of Grievance:

Customers are requested to provide the necessary details including the following:

Details of Products for which the Grievance is made

Date of Application submitted

Details of Grievance

Valid Contact Information including Phone No. & E-mail ID registered with the Company at the time of registration for availing of the services of LoansJagat.

How will we address a Grievance?

Acknowledgment

When the customer's Grievance is received, we will endeavor to send an acknowledgment/response within 48 working hours of receiving the Grievance.

Final Response

After examining the matter, we will send our final response or explain why we need more time to respond and shall endeavor to do so within 30 days of receipt of the Grievance.

Continuous Feedback from Customers

The Company solicits voluntary feedback from customers on an ongoing basis in a bid to improve its customer service quality.