Digital Lending Platform • LSP CAPGROWTH FINTECH PRIVATE LIMITED
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Grievance Redressal Mechanism

Fair, transparent, and prompt escalation matrix for resolving customer queries and complaints.

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Customer Support & Escalations

Grievance Redressal Policy

RupayFin is dedicated to delivering a fair, accessible, and prompt resolution process for any grievance or query arising during the digital loan journey.

2-Tier Grievance Resolution Matrix

Level 1 — Customer Support Helpdesk
For initial queries, transaction assistance, or general complaints:
• Email: support@rupayfin.com
• Helpline: 9001835112
• Working Hours: Monday – Saturday, 9:00 AM – 6:00 PM

Level 2 — Grievance Redressal Officer (Escalation)
If your issue is not resolved within 7 business days or you are unsatisfied with the resolution:
• Designation: Grievance Redressal Officer
• Operating Entity: LSP CAPGROWTH FINTECH PRIVATE LIMITED

RBI Guidelines on Grievances: Per RBI digital lending directives, details of the Grievance Redressal Officer are prominently published. Primary responsibility for loan servicing complaints rests with the respective regulated lending institution (Bank/NBFC).

Details to Provide in Your Complaint

To enable fast and accurate investigation, please ensure your email includes:

  • Full Name (as per PAN / loan application)
  • Registered Mobile Number and Email Address
  • Application / Reference / Loan ID Number
  • Clear and detailed summary of the complaint or discrepancy
  • Supporting screenshots, payment receipts, or email copies (if applicable)

Escalation to Partner Lending Institutions & RBI Ombudsman

Where your grievance directly relates to underwriting, interest charging, repayment schedules, or loan servicing, you may also escalate the complaint directly to the Grievance Redressal Officer of the respective Bank / NBFC as listed in your Key Fact Statement (KFS).

If your complaint against a Regulated Entity (Bank / NBFC) remains unresolved or is not satisfactorily addressed within 30 days, you have the right to lodge a complaint with the Reserve Bank of India Integrated Ombudsman Scheme (RB-IOS) via the CMS portal at cms.rbi.org.in.