Grievance Redressal Policy
Our commitment to resolving every complaint fairly and on time.
Purpose
This policy sets out how Janmudra Fincorp Limited receives, records, escalates and resolves complaints from users of its loan distribution platform. Its objective is simple: every grievance is acknowledged quickly, handled fairly, and resolved within a defined timeline — with a clear path to escalate when the borrower is not satisfied.
Definitions
- Complaint / Grievance — any written or verbal expression of dissatisfaction about our services, staff or processes that calls for a resolution.
- Complainant — any user, borrower or partner who raises a grievance.
- Grievance Redressal Officer (GRO) — the officer designated to handle escalated complaints.
- Working day — any day other than Sundays and public holidays in Delhi.
Escalation Levels & Timelines
Complaints concerning a lending decision, disbursed loan or recovery practice of a partner bank or NBFC are forwarded to that lender's grievance cell, and we assist the complainant in tracking them under the lender's own RBI-mandated process.
Record-Keeping
Every complaint is logged with a unique ticket number, the date of receipt, the nature of the grievance, actions taken and the date of closure. Records are retained for the period required under applicable regulations and reviewed for recurring root causes.
Review
This policy is reviewed annually, and whenever regulatory guidance changes, by the Compliance Officer. The current version is always published on this page.