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You should know
  • Loan agreements are quite complex to understand and might cause a dispute or misunderstanding.
  • Locate your loan agreement and find out whether your concern is mentioned in the document. Keep all other related documents readily available.
  • Determine the type of redressal you want against your grievance and act accordingly.
  • Keep a record of every conversation you have with your loan provider. Note the name of executives you speak to.
  • Banks have a fixed procedure of loan complaint resolution, including the hierarchy.
  • Your matter should be ideally resolved within 30 days. Make sure you are given an explanation for delay beyond the stated time.
  • Pay your EMIs on time even if there’s a dispute- if you default, you may weaken your case and damage your credit score.

How to make a complaint against a loan provider in India?

  1. Follow the bank’s dispute resolution procedure by first contacting the customer care cell of your loan provider via Resolver.  You can also contact the customer care department by calling on the given toll-free number. Your query should be addressed within 24 hours.
  2. Alternatively, you can state the particulars of your issue and Resolver will assist you in connecting with the right person. At this stage, the bank should ideally provide you an acknowledgment number against your issue.
  3. As another option, you can first try contacting the person who sold you the loan deal. It might ease the process if you choose to approach the bank directly. You can also submit your complaint via the official website of the bank.
  4. As a next step, you can contact the Chief of the Customer Care Department/ Chief Grievance Officer to escalate your issue via Resolver. You can draft your complaint with the help of Resolver’s free online tool.
  5. Next, a Nodal Officer can also be approached to further escalate your matter. A Nodal Officer is appointed by the bank for every city/ district. The Standing Committee on Customer Service or the Customer Care Committee of the Board can also be contacted for grievance resolution.
  6. Your issue can be further sent to the internal Ombudsman of the bank. And finally, the Banking Ombudsman- which is an independent authority. Your matter will be heard and decided as per the facts and circumstances. You can file an appeal against the decision of the Banking Ombudsman at the Appellate Authority set up by RBI.

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