Grievance Redressal Policy

At Fatafat Loans, we are committed to providing transparent, fair, and prompt support to our users. This Grievance Redressal Policy outlines how users can raise complaints or concerns and how we handle them efficiently in accordance with applicable laws and regulatory guidelines.

Objective

The purpose of this policy is to:

Ensure timely resolution of user grievances
Comply with RBI and IT Act, 2000 guidelines
Maintain accountability and build user trust

What Can Be Reported?

You may raise grievances related to:

Loan application or disbursal issues
KYC verification delays or errors
Credit report access and discrepancies
Unauthorized data access or privacy concerns
App functionality or technical support
Misconduct or service lapse by Loan Hero or its partners

How to Lodge a Grievance

You can submit your grievance through any of the following channels:

Email: help@fatafatloans.com

Phone Support : +91 8827973499 (Mon–Fri, 11:00 AM – 6:00 PM)

Please include the following in your complaint:

Your full name and contact information
Details of the issue (with screenshots, if applicable)
Reference numbers (loan ID, KYC ID, etc., if available)
Date and time of the incident

Timeline for Redressal

Stage

Time Frame

Acknowledgement of Complaint

Within 48 hours of receiving the complaint

Resolution for Standard Issues

Within 7 working days

Complex Issues (Regulatory/legal)

Within 15 working days

Grievance Officer

You may escalate unresolved complaints to our Grievance Officer:

Name : Mr. Romel Kumar

Email: help@fatafatloans.com

Phone : +91 8827973499

Regulatory Escalation

If you are not satisfied with the final resolution, and your complaint relates to lending, KYC, or credit data, you may contact the relevant regulatory authority, such as the RBI Ombudsman or the concerned Credit Information Company (e.g., Experian, CIBIL).

Review and Updates

This policy is reviewed periodically and may be updated to reflect changes in law, regulation, or service processes. The most recent version will be published in the app and on our website.