1. How to Lodge a Complaint

Email Complaint

• info@rupee4u.com
• Preferred for detailed complaints with attachments
• 24-hour acknowledgment

Phone Support

• +91-9999969918
• Direct conversation with grievance team
• Mon-Sat, 9:30 AM - 6:30 PM

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).

2. Resolution Timeline & Escalation

Level 1: Customer Support (1–7 Days)

Initial complaint handling by front-line team — 85% resolved.

Level 2: Grievance Officer (8–15 Days)

Escalated review by designated officer — Additional 10% resolved.

Level 3: Internal Ombudsman (16–30 Days)

Independent review for unresolved cases — Final 5% resolved.

External: RBI Ombudsman (After 30 Days)

Customers may approach RBI Integrated Ombudsman Scheme if unresolved internally.

3. 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

4. Complaint Tracking & Follow-up

• Email & SMS notifications at each stage
• Call Support – Quote reference number

5. Exclusions & Limitations

• Complaints sub-judice in courts/consumer forums
• Corporate fraud cases under investigation
• Commercial decisions like loan approval/rejection
• Internal employee HR matters

6. Policy Governance & Review

• Quarterly review by Compliance Committee
• Half-yearly RBI reporting
• Annual Board approval
• Customer feedback for continuous improvement