Grievance Redressal

1. Introduction

This draft explains where to send a complaint while corporate naming, support ownership, formal officers, response targets and independent escalation are being verified. It does not promise a resolution or confirm a regulated grievance mechanism.

2. Level 1 — Customer Support

Send the issue to the interim email below, include the relevant server reference and retain a copy. Channel ownership and staffing must be verified before production release.

• Response and resolution targets require approval in the formal grievance policy before they can be promised.

3. Level 2 — Grievance Officer

A formally appointed Grievance Redressal Officer and Nodal Officer have not yet been published. Until the approved escalation matrix is available, reply to your original support thread and retain all evidence.

4. Level 3 — Escalation

For a loan-related complaint, first complain to the identified lender or other RBI-regulated entity (RE) responsible for that product and follow its grievance route. The RBI Integrated Ombudsman route may apply only when the complaint is against an entity covered by that scheme, including an issue involving its formally engaged service provider, and the RE has rejected the complaint, given an unsatisfactory reply, or not replied within 30 days. It is not evidence that Nanda Fincap itself is covered by the scheme.

Keep the RE's complaint reference, its response and relevant product records. Use the CMS portal only after confirming that the identified RE and complaint are eligible. Nanda-only website or assistance-service issues should stay on the Nanda support thread until a verified independent escalation owner is published.

5. Important Notes

• Nanda Fincap's current public product is a loan-assistance service and is not a bank or NBFC. Formal DSA status and lender relationships require current corporate/legal evidence before publication.
• Loan-specific complaints (such as interest rates, EMI charges, disbursement delays, or recovery practices) should be directed to the respective lender, as these are governed by the lender's own terms and policies.
• Corporate identifiers and the named escalation owner must be verified against approved records before production release.

This page is a draft escalation map, not a promised resolution time or confirmation of regulatory coverage.