Grievance Redressal Policy
Mahalaxmi Capital Group ("Company", "we", "us") is committed to providing a fair, transparent and responsive service to every customer. This Grievance Redressal Policy explains how you can raise a complaint, how it will be acknowledged, investigated and resolved, and the timelines we follow, in line with the RBI Master Directions on outsourcing of IT services, digital lending and customer protection.1. Channels to Raise a GrievanceYou can reach us through any of the following channels:• Email — grievance@mahalaxmifinance.in• Phone / Helpline — 1800-XXX-XXXX (toll-free, Mon–Sat 9:00 AM to 7:00 PM)• Post / In Person — Grievance Redressal Officer, Mahalaxmi Capital Group, [Registered Office Address]• Website — Contact form on the "Contact Us" page• WhatsApp / Chat — 91-XXXXXXXXXX2. Information to Be ProvidedTo help us resolve your grievance quickly, please share: (a) your name and contact details, (b) application / loan / customer reference number, (c) a clear description of the issue, (d) copies of any relevant documents (e.g. sanction letter, statement, payment receipts), and (e) the remedy you are seeking.3. Acknowledgement & RegistrationEvery grievance received through any channel is logged and a unique Grievance ID is generated. We will send a written acknowledgement to your registered email / mobile within 2 working days of receipt, along with the Grievance ID and the expected resolution timeline.4. Investigation & ResolutionOur Grievance Officer will investigate the matter fairly, may seek additional documents, and may coordinate with the relevant Lending Partner if the issue relates to a partner-serviced loan. We aim to resolve the grievance within 15 working days from the date of receipt. If a resolution requires more time, we will keep you informed of the progress at least every 7 days until closure.5. Escalation MatrixIf you are not satisfied with our response, you may escalate as follows:• Level 1 — Grievance Redressal Officer (contact details below)• Level 2 — Principal Nodal Officer, Mahalaxmi Capital Group• Level 3 — If still unresolved after 30 days, you may approach the RBI Ombudsman or the appropriate forum under the Consumer Protection Act, 2019.6. Grievance Redressal OfficerName: [Officer Name]Designation: Grievance Redressal OfficerEmail: grievance@mahalaxmifinance.inPhone: 1800-XXX-XXXX (toll-free)Address: Mahalaxmi Capital Group, [Registered Office Address]Working Hours: Monday to Saturday, 9:00 AM – 7:00 PM (excluding public holidays)7. Nodal Officer (Escalation)Name: [Nodal Officer Name]Designation: Principal Nodal OfficerEmail: nodalofficer@mahalaxmifinance.inPhone: 1800-XXX-XXXX8. RBI / Regulatory EscalationIf your grievance is not resolved within 30 days, or if you are dissatisfied with the resolution, you may lodge a complaint with the Reserve Bank of India through the RBI Complaint Management System (CMS) portal — https://sachet.rbi.org.in — or the Banking Ombudsman, as applicable.9. Categories of Complaints We HandleWe handle grievances related to: loan application processing, sanction and disbursal delays; incorrect interest, fees or charges; recovery practices; data privacy and consent; misuse of personal information; unsatisfactory customer service; and any violation of RBI digital lending guidelines.10. CommitmentWe treat every grievance with seriousness and confidentiality. There will be no retaliation or disadvantage to any customer for raising a complaint in good faith.
