1 How to Raise a Grievance

If you have a complaint, you can reach Right Rupee in any of these three ways:

2 Grievance Redressal Officer & Nodal Officer

If our regular support channels haven’t resolved your complaint, or you’d choose to take it up directly with a senior person, you can contact our Grievance Officer or Nodal Officer using the details below.

3 Types of Complaints We Handle

You may raise a complaint with us if you face any of these issues:

• Your loan amount is delayed in disbursement even after approval and document verification.
• A processing fee or other charge was deducted incorrectly.
• Your loan repayment isn’t showing in your account or loan record.
• Your EMI schedule, outstanding balance, or interest amount looks wrong.
• Your ECS/NACH mandate or auto-debit isn’t working properly.
• Your pre-closure or loan closure wasn’t performed correctly.
• You haven’t received your NOC or No Dues Certificate after repaying the full amount.
• You’re unhappy with how recovery or collection is being carried out.
• Your personal data has been misused or used without your permission.
• A third party has tried to commit fraud or pose as Right Rupee.
• Any other concern related to our service.

4 Complaint Resolution Timeline

We aim to resolve every complaint within fixed timelines:

• Acknowledgement: We’ll confirm that we’ve received your complaint within 1 working day.
• Interim response: If your case is complex, you’ll get an update from us within 3 working days.
• Final resolution: We’ll resolve your complaint within 7 working days of receiving it.
• Written closure: Once it’s resolved, we’ll send you a written note explaining the outcome.

5 Escalation to RBI Ombudsman

If your complaint isn’t resolved within 30 days, or you’re not happy with our response, you can take it to the Reserve Bank of India Integrated Ombudsman Scheme.

6 Your Rights During Recovery & Collection

Right Rupee carries out recovery and collection in a way that is respectful, lawful, and transparent.

Your rights as a borrower:

• You have the right to be treated politely and with respect.
• We do not allow any harassment, threats, or pressure tactics.
• You will be told in advance before any recovery action is taken.
• If you’re going through real financial difficulties, you can ask for help with restructuring your loan.
• If a recovery agent behaves improperly, you can file a complaint.

7 Data Privacy Grievances

Data protection laws give you the right to complain about how your personal information is collected, used, stored, or shared.

You can:

• Request to see the personal data we hold about you.
• Request us to fix any details that are wrong or incomplete.
• Request us to delete your data, though we may need to keep some of it to meet legal requirements.
• Opt out of marketing messages whenever you want.
• Send a complaint to our Grievance Officer at [email protected].