Filing a formal complaint
KredSetu is committed to resolving customer complaints fairly and promptly. If you have experienced a service issue, data concern, unfair treatment, or any matter relating to your use of the KredSetu platform, follow the steps below.
Step 1 — Contact the support team
Begin by raising your complaint directly with the KredSetu support team. Include as much detail as possible to help us resolve the matter efficiently.
- Email: support@kredsetu.in
- Include your registered mobile number and application reference if available
- Describe the issue clearly and include relevant dates
- Acknowledgement expected within 1 business day
- Resolution target: within 7 business days, subject to complexity
Step 2 — Escalate to the grievance team
If your complaint has not been resolved to your satisfaction within the expected timeline, or if you believe the response is inadequate, you may escalate to the grievance officer for independent review.
- Email: grievance@kredsetu.in
- Reference your earlier complaint ticket number or email thread
- Escalated complaints are prioritised and documented with a formal response
Step 3 — Lending partner complaints
If your complaint relates specifically to loan sanctioning, pricing, disbursement, repayment, or collections conduct, the matter involves the regulated lending partner and may require coordination through their grievance channel as well.
- KredSetu will facilitate escalation where required
- Final credit and servicing decisions remain with the licensed lender
- Relevant partner contact details will be provided on request
Step 4 — External escalation
If your complaint remains unresolved after exhausting the above steps, you may escalate the matter to the relevant regulatory authority. For complaints regarding licensed NBFCs or banks involved in your loan:
- Reserve Bank of India (RBI) Integrated Ombudsman Scheme at cms.rbi.org.in
- Contact details for the relevant lender's regulatory nodal officer (available in the lender's official communications)
Important notes
- Please do not share OTPs, passwords, or full card/account numbers when raising a complaint through any channel.
- Complaint records may be retained for audit, compliance, and regulatory review purposes.
- KredSetu does not charge any fee for handling customer complaints.
- Complaint timelines are targets under normal circumstances and may vary for complex or regulatory matters.