Grievance Redressal Mechanism

Customer Grievance Redressal Policy

Resilience Engineering Private Limited, operating as KredSetu, is a digital loan marketplace that connects borrowers with regulated lending partners. KredSetu is not itself a lender. We are committed to fair, transparent, and time-bound resolution of all customer grievances arising from our platform, services, or communication.

This policy describes the step-by-step process for raising a complaint, the timelines you can expect, the escalation path if you remain unsatisfied, and your right to approach external regulatory bodies.

1. Scope of This Policy

This grievance mechanism covers complaints and concerns related to:

• Use of the KredSetu website or mobile application
• Loan application journey, eligibility communication, or offer presentation
• Handling of personal data, consent, or privacy rights
• Communication received from KredSetu or its representatives
• Conduct of KredSetu staff or third-party agents
• Any misleading, incorrect, or unsolicited communication

Complaints relating to loan sanction amounts, interest rates, repayment schedules, EMI collection, or disbursal are governed by the regulated lending partner to whom your application was referred. KredSetu will assist in facilitating such escalations where appropriate.

2. How to Submit a Complaint — Level 1 (Customer Support)

All grievances should first be submitted to the KredSetu customer support team. Please include the following details to enable a faster resolution:

• Your full name and registered mobile number
• Application reference number (if available)
• A brief, clear description of the issue
• Any supporting documents, screenshots, or correspondence

Customer Support Channel:

• Email: support@kredsetu.in
• Phone: +91 85959 85522 (Mon–Sat, 10:00 AM – 6:00 PM)

Response timelines:

• Acknowledgement of complaint: within 1 business day of receipt
• Indicative resolution: within 7 business days for standard issues
• Complex matters requiring partner coordination: up to 15 business days

All complaints are assigned a reference number upon receipt. Please retain this reference for follow-up communications.

3. Escalation — Level 2 (Grievance Officer)

If you are not satisfied with the Level 1 response, or if your complaint remains unresolved beyond the indicated timeline, you may escalate directly to the Designated Grievance Officer.

Please include your earlier ticket reference or Level 1 correspondence when writing to the Grievance Officer to facilitate an independent review.

Escalation response timelines:

• Acknowledgement by Grievance Officer: within 2 business days
• Substantive response or resolution: within 10 business days
• Cases requiring regulated partner involvement: up to 21 business days

4. Complaints Involving the Lending Partner

Where your complaint concerns loan-specific matters such as interest charged, disbursement failure, pre-closure terms, or collection conduct, the regulated lending partner holds authority over resolution. KredSetu will:

• Forward your complaint to the relevant NBFC partner within 2 business days
• Provide you with the partner's complaint reference, if received
• Follow up with the partner on your behalf if no response is received within 10 business days

Current regulated lending partner: Narainsons (IFCPL) Private Limited
CIN: U74899DL1995PTC067793
Contact: +91 8700748100
Address: 20 Kh. No. 336, Flat 302, Sultanpur, Delhi – 110033

5. External Escalation — RBI Digital Lending Ombudsman

If your grievance remains unresolved after exhausting the above channels, or if you believe your complaint has not been addressed in good faith, you have the right to approach the Reserve Bank of India through the RBI Integrated Ombudsman Scheme.

• Online portal: cms.rbi.org.in
• Toll-free helpline: 14448 (9:00 AM – 5:00 PM, Mon–Fri)
• Post: Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017

Complaints to the RBI Ombudsman are typically considered after internal resolution channels have been attempted. Please retain all correspondence, reference numbers, and complaint records.

6. Record-Keeping and Compliance

KredSetu maintains records of all complaints received, actions taken, and resolution timelines for a minimum period of 3 years. These records are maintained for:

• Internal service improvement and quality audit
• Regulatory review and compliance obligations
• Evidence in case of further escalation or dispute

Customers should avoid sharing OTPs, passwords, or banking credentials while raising a grievance. KredSetu representatives will never ask for such information over email, chat, or phone.

7. Commitment to Fair Resolution

KredSetu treats every grievance as an opportunity to improve. We are committed to ensuring that:

• Every complaint is acknowledged promptly and handled without bias
• Customers are kept informed at each stage of the resolution process
• Resolutions are communicated clearly with reasoning
• Systemic issues surfaced through complaints are escalated for process correction

This policy is reviewed periodically to align with changes in regulation, platform capabilities, and customer feedback. Last reviewed: April 2025.