At Loanslan, customer satisfaction and trust are our top priorities. We are committed to providing transparent, fair, and efficient services. This Grievance Redressal Policy outlines the mechanism for addressing and resolving customer complaints in a timely manner.

1. Objectives

• To ensure fair treatment of customers.

• To provide a structured process for complaint resolution.

• To comply with applicable RBI guidelines and policies of partner banks/NBFCs.

• To continuously improve our customer service quality.

2. Scope

This policy covers grievances related to services offered by Loanslan as a DSA, including but not limited to:

1. Loan application processing and facilitation.

2. Miscommunication or delays in service.

3. Data privacy concerns.

4. Mis-selling, non-disclosure, or unethical practices (if any).

3. Grievance Redressal Mechanism

Step 1: Customer Support (Level 1)

• Customers may raise complaints through:

  • Email: [Insert Support Email]

  • Phone: [Insert Contact Number]

  • Office Address: [Insert Registered Office Address]

• A complaint reference number will be issued.

• Expected resolution time: 7 working days.

Step 2: Escalation to Grievance Officer (Level 2)

• If not satisfied, customers may escalate the issue to the Grievance Officer:

  • Name: [Insert Grievance Officer’s Name]

  • Email: [Insert Officer’s Email]

  • Phone: [Insert Officer’s Phone]

• Expected resolution time: 15 working days.

Step 3: Escalation to Partner Bank/NBFC (Level 3)

• Since Loanslan acts only as a DSA, unresolved grievances may be directly escalated to the respective partner bank/NBFC with which the loan application was processed.

• Details of the concerned bank/NBFC grievance redressal cell will be shared with the customer upon request.

4. Customer Rights

• To be treated with respect and fairness.

• To receive acknowledgment of their grievance within 48 hours.

• To track the progress of their complaint.

• To escalate unresolved grievances to higher authorities, including the Ombudsman of the concerned bank/NBFC (as per RBI guidelines).

5. Monitoring & Review

• All complaints will be logged, tracked, and reviewed periodically.

• Repeated grievances of a similar nature will be analyzed to improve processes.

• Loanslan will publish summary reports of grievances (without disclosing customer identity) to ensure transparency.

6. Governing Law

This policy is governed by the laws of India and is subject to regulations issued by the Reserve Bank of India (RBI) and guidelines of our empaneled banks/NBFCs.

7. Contact – Grievance Officer

Grievance Officer – Loanslan
Email: info@loanslan.com
Address: Office No. 370, 3rd Floor, Cloud-9 Tower, Vaishali, SEC-1, Ghaziabad-201010 (U.P.)