Grievance Redressal

What this page is for

This page explains how to raise a concern about DebtFid's service, its conduct, or the way an enquiry or engagement has been handled. It also states, honestly, which parts of the process are not yet confirmed.

Some consents and escalation routes that apply to organisations in India depend on details that have not yet been finalised here. Where that is the case, it is marked as pending rather than described as though it were settled.

How to raise a concern

These are the steps we can describe without inventing facts that have not been confirmed:

1. Contact DebtFid using the enquiry form on the Contact page and describe the issue clearly, including who you dealt with and what happened.
2. Keep a written record of the dates, times, names and the substance of each interaction.
3. If the concern is not resolved, escalate it in writing, referring to your earlier messages and the response you received.
4. Keep copies of everything you send and everything you receive.

Designated grievance officer

The details of a designated grievance officer are normally published so that a complaint has a named point of contact. Those details have not yet been confirmed for DebtFid, so they are shown as pending below.

• Name of grievance officer Awaiting confirmation Pending verification
• Grievance contact channel Awaiting confirmation Pending verification
• Address Awaiting confirmation Pending verification

What to include in a complaint

Including the following makes a complaint easier to act on:

• Your name and the best way to contact you.
• A clear description of what went wrong, in the order it happened.
• Dates and times of the relevant interactions.
• Names of anyone you dealt with, if they were given.
• Copies of relevant messages or a summary of calls, if you have them.
• The outcome you are seeking, so it is clear what would resolve the matter.

Please do not include bank passwords, one-time passwords, full card numbers or identity documents in your complaint.

Expected timelines

Response and resolution timelines for complaints have not been confirmed or published yet. No timeline should be assumed from anything on this page. The table below records the stages for which a timeline is still to be set.

If your concern relates to a lender

Some concerns are about a lender, not about DebtFid — for example how a lender or its recovery agents have communicated with you. Lenders are generally expected to publish their own grievance officer and escalation process, and a sectoral ombudsman or a regulator's grievance mechanism may exist for lender-side complaints, depending on the type of lender and the nature of the issue. Whether and how any such route applies to your case should be confirmed with the lender concerned, or with a qualified adviser, rather than assumed.

A legal notice, a court notice or any formal communication from a lender or its representatives should never be ignored. How to respond depends on what type of communication it is and on the facts, and any response should be reviewed with a qualified lawyer. Ignoring a lawful obligation can have consequences that are avoidable.