Grievance Redressal Policy – ReaLoan

Last Updated: 22 Nov 2025

At ReaLoan, we are committed to providing transparent, ethical, and responsible financial assistance services. Since we work as a DSA / Sales Partner of various NBFCs, Banks, and Private Lenders, we follow strict customer service and grievance-handling guidelines in accordance with industry standards.

This Grievance Redressal Policy explains how customers can raise concerns or complaints and how we handle and resolve them promptly.

1. Our Commitment

We aim to resolve all customer concerns fairly, transparently, and quickly.
We ensure all grievances are acknowledged and addressed within the prescribed timelines.
We maintain proper logs and records of all complaints received.
We coordinate with the respective lender (Bank, NBFC, or Private Lender) to ensure proper redressal.

2. Nature of Grievances We Handle

You may contact us for issues related to:

Incorrect communication or misunderstanding during loan assistance
Delay in communication from ReaLoan team
Errors in loan application submission (from our side)
Unprofessional behavior by any representative
Issues related to our website or customer support
Guidance regarding lender policies and escalation

Note:
ReaLoan is not responsible for:

Loan approval/rejection decisions
Interest rates, processing fees, or lender charges
Delay caused by banks/NBFCs/private lenders
Verification, valuation, legal, or sanctioning process of lenders

For lender-related grievances, we will assist you in connecting with their respective grievance departments.

3. How to Raise a Complaint to ReaLoan

Customers can reach us through the following channels:

Email Support (Primary Level)

You may email your complaint with full details to:

📧 Email: zepromart@gmail.com
🕒 Response time: Within 72 working hours
📝 Resolution time: 7 working days (depending on issue type)

Please include:

Full Name
Contact Number
Loan Type
Date of Application
Description of Issue
Any supporting documents/screenshots

Our team will guide you and, if required, escalate the matter to the concerned lender.

4. Escalation Matrix

If your issue is not resolved at Level 1, you may escalate to Level 2.

Level 2 – Grievance Redressal Officer (GRO)

Name: Mr. Prashant Kumar

Email: world.jeet1983@gmail.com

🕒 Resolution timeline: 10–14 working days

The GRO will go over your complaint independently and coordinate with the concerned teams or partner lenders.

5. Lender-Level Escalation

If your complaint relates to:

Loan sanction
Delay in disbursal
Charges, interest, documentation
CIBIL reporting
Agreement terms
Recovery behavior

We will help you escalate your issue to the respective lender’s grievance team as per:

RBI Fair Practices Code
NBFC Grievance Redressal Guidelines
Bank-level escalation matrix

Each lender has their own Grievance Redressal Officer and escalation framework which we will provide upon request.

6. Appeal to Banking Ombudsman / RBI

If your grievance is related to a Bank or NBFC and remains unresolved after following the escalation matrix for 30 days, you may approach:

RBI Integrated Ombudsman Scheme (RB-IOS)

🌐 Website: https://cms.rbi.org.in
This applies only for Banks and RBI-regulated NBFCs, not private lenders.

We will provide guidance if the customer wishes to proceed.

7. Confidentiality & Data Protection

All complaints are treated confidentially.
Personal data shared for grievance resolution is handled securely.
We comply with IT Act 2000 and Indian data protection norms.

8. Review & Updates

ReaLoan may update this Grievance Redressal Policy from time to time to ensure compliance with guidelines issued by:

RBI
Partner NBFCs
Banks
Industry standards

Revisions will be posted on this page.

9. Contact for Grievance Redressal

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