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Fair Practice Code (FPC) – ReaLoan

Fair Practice Code (FPC) – ReaLoan

Last Updated: 22 Nov, 2025

ReaLoan (“we”, “our”, “us”) is a Direct Selling Agent (DSA) / Channel Partner for multiple NBFCs, Banks, and Private Lenders. We are not a direct lender.
This Fair Practice Code (FPC) outlines our commitment to operating with transparency, fairness, and responsibility when dealing with customers seeking loan assistance.

This FPC is based on guidelines issued by:

  • Reserve Bank of India (RBI)

  • NBFC Fair Practices Code

  • Banking Ombudsman Standards

  • Industry-standard DSA compliance norms

1. Objectives of the Fair Practice Code

ReaLoan follows the FPC to:

  • Promote transparent, fair, and ethical lending assistance

  • Ensure responsible communication with customers

  • Maintain integrity while sourcing loans for partner lenders

  • Protect the customer from misrepresentation or misleading information

  • Comply with the guidelines mandated by NBFC and Bank partners

  • Provide a grievance mechanism for customer complaints

2. Scope of Services

ReaLoan operates exclusively as:

  • A DSA / Loan Agent for Banks & NBFCs

  • A Sales Partner for lending institutions

  • A Freelancer/Introducer for private lenders

We do not approve, sanction, or disburse any loans ourselves.
All decisions are made solely by the respective lender.

3. Transparency in Communication

ReaLoan commits to:

  • Provide accurate information about loan products

  • Avoid promising guaranteed approval, fixed interest rates, or specific disbursal timelines

  • Never misrepresent lender policies

  • Clearly explain fees and charges as per lender guidelines

  • Inform customers that loan approval is solely at the discretion of the lender

All communication (call/SMS/email/WhatsApp) is carried out responsibly and professionally.

4. Confidentiality & Data Privacy

ReaLoan ensures that:

  • Customer information is collected only for loan processing

  • Data is shared only with authorized lenders

  • Personal information is not sold or misused

  • All customer data is handled with strict confidentiality

  • All KYC and documents are securely transmitted

We follow India’s IT Act, 2000 and relevant data protection standards.

5. Customer Rights

Every customer is entitled to:

  • Fair and respectful treatment

  • Transparent information about loan processing

  • Protection of personal data

  • Accurate communication about application status

  • Freedom to choose the lender

  • Ability to raise grievances without fear

ReaLoan does not engage in coercive or aggressive selling practices.

6. Fees, Charges & Commission

  • ReaLoan does not collect upfront charges for loan applications.

  • All lender-related fees (processing fee, valuation fee, legal fee, etc.) are collected directly by the lender, not by ReaLoan.

  • Any service fee charged by ReaLoan (if applicable) is communicated transparently.

  • ReaLoan may receive commission from partnered lenders for successfully sourced loans.

7. Customer Communication Guidelines

We adhere to strict communication ethics:

  • No misleading claims

  • No harassment, pressuring, or repeated unsolicited calls

  • No sharing of sensitive customer details without consent

  • No fake approvals or manipulated sanction estimates

  • All communication is respectful and compliant with DSA norms

8. Loan Application Handling

ReaLoan ensures:

  • Customer documents are verified and submitted to lenders accurately

  • No modification or alteration of client documents

  • No false income or fake documents are accepted

  • Customers are informed of missing or required documents

  • Applications are forwarded promptly

ReaLoan cannot influence lender decisions, underwriting, or risk checks.

9. Responsibilities Toward Vulnerable Customers

We take special care when dealing with:

  • Senior citizens

  • First-time borrowers

  • Non-financially literate customers

We ensure they receive clear, understandable explanations of loan terms and lender policies.

10. Collection Practices

Since ReaLoan is not a lending company, we:

  • Do not engage in collections or recovery

  • Do not appoint recovery agents

  • Do not visit customer premises for any collections

Any collection-related matter is handled strictly by the respective lender as per RBI guidelines.

11. Grievance Redressal

ReaLoan provides a structured grievance mechanism.

Customers may contact:

Customer Support

 

If unresolved within 30 days, customers may approach the lender’s grievance cell or applicable RBI Ombudsman for NBFCs/Banks.

12. Code Enforcement & Review

ReaLoan ensures:

  • All team members and associates are trained on FPC regularly

  • Any policy changes mandated by RBI or lender partners are implemented promptly

  • Periodic reviews are conducted to maintain compliance

  • Employees violating the FPC may face disciplinary action

13. Disclaimer

ReaLoan is a loan facilitation platform.
We do not guarantee loan approval, interest rate, loan amount, processing time, or disbursal.
All decisions are taken solely by the lending institution.

14. Contact Information

For questions regarding this Fair Practice Code:

ReaLoan – Compliance & Customer Care Team
📧 Email: zepromart@gmail.com
📞 WhatsApp: +91 9051833648
🌐 Website: www.realoan.shop

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