INTRODUCTION
Loan In Wallet- Waqt Finance. Pvt. Ltd ("the Company") has designed and implemented he appropriate grievance redressal mechanism within the organization which ensures that all disputes arising out of the decisions of lending institutions' functionaries are heard and disposed of at least at the next higher level.
The grievance redressal policy is designed to address the issues, concerns, complaints, or grievances ("Grievances" or "Complaints") of the borrowers ("Customers") on the Loan in wallet website (www.Loaninwallet.com) and all associated mobile applications, if any ("Platform"). We have established a structured grievance redressal framework to ensure that the redressal of grievances is fair, just, and within the given framework of rules and regulations.
Loan In Wallet- Waqt Finance. Pvt. Ltd shall also provide for periodical review of the compliance of the Fair Practices Code and the functioning of the grievance's redressal mechanism at various levels of management and a consolidated report of such reviews will be submitted to the Board at regular intervals, as may be prescribed by it.
2. GRIEVANCE REDRESSAL OFFICER
Loan In Wallet- Waqt Finance. Pvt. Ltd have appointed a Grievance Redressal Officer (GRO), who shall be responsible for overall functioning of the Grievance Redressal Mechanism of the Company. The Grievance Redressal Officer shall also be responsible to address grievances escalated to him / her and for ensuring prompt and efficient functioning of grievances redressal mechanism.
Level 1 Escalation
Customers are requested to follow either of the following steps for any complaints/grievances:
| Email: | customersupport@loaninwallet.com |
| Call: | +91 9810893223 |
| Address: | D-3 Lower Ground Floor Office No. 8, Kalkaji, New Delhi-110019 |
Level 2 Escalation
If a complaint is not resolved within 15 days, or the customer is not satisfied, they may escalate the issue to the Grievance Redressal Officer / Principal Nodal Officer.
Grievance Redressal Officer
| Name: | Dimple K |
| Email: | grievance@loaninwallet.com |
| Address: | D-3 Lower Ground Floor Office No. 8, Kalkaji, New Delhi-110019 |
Level 3 Escalation
If the complaint addressed to the Grievance Redressal is not taken up or resolved within 21 days, or if the customer is not satisfied with the response received from the Grievance Redressal, they may approach the Internal Ombudsman.
Internal Ombudsman
| Name: | Ankur B |
| Email: | escalation@loaninwallet.com |
| Address: | D-3 Lower Ground Floor Office No. 8, Kalkaji, New Delhi-110019 |
A Unit Of WAQT FINANCE PRIVATE LIMITED
GRIEVANCE REDRESSAL CELL
We strictly follow the RBI directive and have set up an effective Grievance Redressal Cell to handle and address all manner of grievances. We always endeavor to carry out responsible lending, whereby we give just the loan which we know you will find convenient to pay back, but also recover our dues ethically. We never believe in any manner of high-handed or coercive recovery methods. But in case you have any complaints we will take up the matter seriously and address the issue within 5 working days.