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Our structured process for receiving, acknowledging, investigating, and resolving complaints across loans, insurance, payments, and data rights.
Effective status
Updated: 01 Mar 2025
Maintained for customers, applicants, borrowers, insured members, partners, and support teams working through Fintaraa.
Complaints can be raised in-app, by email, or phone; every ticket receives a unique reference ID and acknowledgement timeline.
We collaborate with lending and insurance partners to resolve product-specific issues while keeping you informed of progress and next steps.
If dissatisfied, you may escalate to our nodal officer or applicable regulators after internal timelines lapse.
This policy ensures that every concern, delayed disbursal, EMI disputes, claim servicing, data handling, or staff behaviour, is logged, acknowledged, and resolved transparently. It applies to all customers, prospective customers, borrowers, co-applicants, guarantors, and insured members who interact with Fintaraa or its partner journeys on the app, web, or assisted channels.
You may submit a grievance via the in-app help desk, by emailing support@fintaraa.com, or by calling our helpline. Include your registered mobile number, application ID, product type, issue description, and supporting documents such as screenshots or payment proofs. For security, avoid sharing OTPs or full card details. On submission, we will generate a unique ticket ID for tracking.
We acknowledge complaints within 24 business hours with your ticket ID, assigned team, and expected timelines. Service requests such as statement copies may be fulfilled immediately, while complex matters involving partners or regulators may require additional time. If delays occur, we will provide interim updates at least every three business days until closure.
Our support and risk teams review logs, payment traces, underwriting notes, call recordings (where available), and partner system statuses. For lending or insurance-specific issues, we route the ticket to the relevant partner while staying your single point of contact. We may request clarifying details or consent to liaise with the partner on your behalf. Each step is recorded in the ticket trail for transparency.
Closure includes the outcome, any monetary adjustments, actions taken (such as mandate re-try, statement reissue, claim status confirmation), and preventive steps to avoid recurrence. If you disagree with the resolution, respond within seven days so we can reassess with additional context. Tickets with no response after two reminders may be closed with a documented rationale.
If a ticket remains unresolved beyond the communicated timeline or the response is unsatisfactory, escalate to the Grievance Officer at support@fintaraa.com with your ticket ID. Unresolved grievances may then be referred to the Nodal Officer, whose details are published on our website and within the help section. Regulatory escalation to the Reserve Bank of India or the Insurance Ombudsman may be available for specific product categories after internal steps are exhausted.
We prohibit retaliation against anyone raising concerns in good faith. Your complaint will not impact eligibility decisions unless it is linked to fraud or misuse. Investigations are handled objectively, respecting confidentiality while allowing necessary disclosures to partners or auditors. If a complaint involves staff misconduct, an independent panel reviews the matter.
All grievances, actions, and communications are retained for audit and regulatory reporting. Metrics such as turnaround time, root cause categories, and recurrence inform product and process improvements. Periodic audits validate adherence to SLAs and the robustness of remediation measures.
We aim to make the process inclusive. Support is offered in English and major Indian languages during business hours, with translation support where feasible. If you have accessibility needs, notify us so we can arrange alternative communication formats or assisted device guidance.
Our redressal practices align with RBI's guidelines for digital lending partners, insurer grievance regulations, IT security advisories, and data protection principles. We periodically update this policy to incorporate new rules, partner mandates, or technology enhancements that improve customer experience and safety.
Feedback on the grievance process itself is welcome. We review dissatisfaction patterns to refine scripts, training, escalation triggers, and monitoring dashboards. High-severity incidents trigger post-mortems with actionable follow-ups and timelines that are monitored at leadership forums.
For questions about this document, consent, data rights, partner responsibilities, or grievance escalation, contact the Fintaraa support desk.