Grievance Redressal Process

Last Updated on 20 January, 2025

1. Introduction

IndiaLends believes that delightful customer experience is key to building and nurturing, enduring relationships with our customers. We do our best to guide our customers with the utmost empathy and compassion. However, differences of opinion and friction may arise out of interactions and our customers may express their dissatisfaction as complaints. We view a complaint as an opportunity to demonstrate our commitment to the customer as well as a vital input to improve the product, process, technology, and people aspects at IndiaLends. To highlight such instances and register a complaint/ grievance related to Credit report, Consent withdrawal, etc. we request you to follow the below-mentioned process.

2. PROCESS OF GRIEVANCE REDRESSAL

Level 1

The customer may raise his/her complaint through our customer care number 0124-6983600 or “support@indialends.com” and the customer will receive the update/response within 72 working hours from IndiaLends support team.

Level 2

In case customer don’t receive response from Level 1 within 72 working hours then customer may raise his/her complaint to supervisor by sending an email to supervisor@indialends.com and the customer will receive the update/response within 48 working hours.

  • Supervisor: Deepesh Darmwal
  • Contact Email ID: supervisor@indialends.com
  • Address: Plot no. 31, 1st & 2nd Floor, Udyog Vihar, Sector 18, Gurugram, Haryana 122015

Level 3

In case, the complaint is not addressed within 7 days from the date of filing the complaint or the Customer is not satisfied with the resolution provided at Level – 2, the customer may escalate by writing to us at:

  • Grievance Officer: Yojana Kumari
  • Contact Email ID: grievance@indialends.com
  • Address: Plot no. 31, 1st & 2nd Floor, Udyog Vihar, Sector 18, Gurugram, Haryana 122015

ESCALATION MATRIX

Sr.No. Level Response Time Turn-around Time Name along with designation Contact Details (including address, phone and email)
1. Level 1 72 Hours 30 Days The initial complaint will be handled by customer experience executive (Monday To Saturday 09:00 AM to 7:00 PM) Address: Plot no. 31, 1st & 2nd Floor, Udyog Vihar, Sector 18, Gurugram, Haryana 122015
Phone: 0124-6983600
Email: support@indialends.com
2. Level 2 48 Hours 21 Days Name: Deepesh Darmwal
Designation: Team Leader - Customer Experience
Address: Plot no. 31, 1st & 2nd Floor, Udyog Vihar, Sector 18, Gurugram, Haryana 122015
Email: supervisor@indialends.com
3. Level 3 48 Hours 14 Days Name: Yojana Kumari
Designation: Grievance Officer
Address: Plot no. 31, 1st & 2nd Floor, Udyog Vihar, Sector 18, Gurugram, Haryana 122015
Email: grievance@indialends.com

Note:  We will send our final response or explain why we need more time to respond and shall endeavor to do so within above-mentioned TAT of receipt of Query/Complaint.

In case the consumer have a concern with the Credit Information Report, he/she may reach out to TransUnion CIBIL (https://www.cibil.com/contact-us-faq) or Experian (https://www.experian.in/consumer-services/)