Effective Date: February 25, 2026
This Grievance Redressal Policy describes the process followed for receiving, reviewing, and resolving customer complaints, concerns, and grievances relating to loan-related services facilitated through Rupyaa.
We are committed to handling customer grievances in a fair, transparent, and timely manner.
The purpose of this Grievance Redressal Policy is to establish a clear and structured mechanism through which customers can raise concerns, complaints, or grievances regarding loan products, services, processes, or other interactions associated with Rupyaa.
Our objective is to address complaints efficiently and fairly while maintaining compliance with applicable Indian laws, regulations, and relevant guidelines issued by the Reserve Bank of India (RBI).
This Policy applies to all customers, including individuals and businesses, who access loan-related services through the Rupyaa website, mobile application, or other supported platforms.
Grievances covered under this Policy may relate to:
Rupyaa follows a structured process for handling customer grievances:
You may submit your complaint through our website, mobile application, email, or telephone support channels.
We will aim to acknowledge receipt of your complaint within 24 hours.
Our customer support team will review the matter and attempt to resolve it within 7 working days.
If the complaint cannot be resolved at the initial level or requires further review, it may be escalated to the designated Grievance Redressal Officer.
Escalated complaints will be addressed within 30 days, subject to applicable RBI guidelines and regulatory requirements.
Where appropriate, updates regarding the progress or status of your complaint may be communicated through email or SMS.
A designated Grievance Redressal Officer is responsible for reviewing and addressing complaints that require escalation.
If your grievance is not resolved satisfactorily through the initial customer support process, you may contact the Grievance Redressal Officer using the details below:
Grievance Redressal Officer (Nodal Officer): Prashant Kabra
Address:
79, Ground Floor, World Trade Centre,
Babar Lane, New Delhi – 110001, India
Contact No.: 7665466546
Email: pno@weekline.in
If your grievance remains unresolved for more than 30 days, or if you are not satisfied with the resolution provided, you may escalate the matter to the Reserve Bank of India (RBI) or another applicable regulatory authority.
Customers may contact the RBI through the following channels:
The General Manager
Department of Non-Banking Supervision (DNBS)
Reserve Bank of India
6, Sansad Marg, New Delhi – 110001
Email: dnbsnewdelhi@rbi.org.in
Online Complaint Portal: https://cms.rbi.org.in
Email: crpc@rbi.org.in
Toll-Free Number: 14448
Any escalation to a regulatory authority will be subject to the applicable eligibility requirements, procedures, and grievance-redressal framework prescribed by that authority.
All complaints, grievances, and information provided in connection with them will be handled with appropriate confidentiality.
Personal or grievance-related information will not be disclosed to third parties without your consent, except where such disclosure is necessary to investigate or resolve the complaint, comply with legal obligations, or respond to requests from competent regulatory or government authorities.
Rupyaa may revise, amend, or update this Grievance Redressal Policy from time to time to reflect changes in applicable laws, regulatory requirements, internal procedures, or business practices.
Any updated version of this Policy will be published on the Rupyaa website, mobile application, or other official platform and will become effective from the date specified in the revised Policy.
Users are encouraged to review this Policy periodically for any updates.
For general questions, assistance, or to submit a grievance, please contact our customer support team at:
Email: care@rupyaa.com
We are committed to reviewing customer concerns fairly and making reasonable efforts to resolve grievances within the applicable timelines.