Grievance Redressal Policy

Grievance Redressal Policy

Grievance Redressal Policy

1. Objective

This policy outlines the mechanism for resolving grievances of customers availing digital lending services through our platform, in accordance with the Reserve Bank of India (RBI) Guidelines on Digital Lending dated September 02, 2022, the Digital Lending Directions dated May 08, 2025, and subsequent amendments thereto.

2. Applicability

This policy applies to all customers, digital lending partners, and stakeholders engaged with Hema’s Enterprises Private Limited (“HEPL”), functioning in partnership with Regulated Entities such as Banks and Non-Banking Finance Companies (NBFCs).

3. Guiding Principles

The mission of HEPL is “Delivering Excellence, Embracing Diversity”. Driven by our customer-centric philosophy and a commitment to unmatched quality, our simple and intelligent approach, harmonized with the power of diversity and equal opportunity, leads us to consistently deliver exceptional service quality and enhance customer delight.

Our ultimate goal is to provide an unmatched value proposition to our clients that surpasses expectations. In the process of providing impeccable service, HEPL assures fair treatment of clients and customers and effective resolution of grievances. We are committed to conducting our business processes with full transparency and accountability, thereby providing ease of access to grievance redressal channels.

HEPL is a responsible entity bound to safeguard consumer interest and promote responsible lending in the digital ecosystem.

4. Grievance Redressal Mechanism

4.1 Customer Support Channels

Customers can lodge grievances through the following:

4.2 Timeline for Acknowledgement & Resolution

Stage Action
Acknowledgement Within 24 hours of receipt
Resolution Within 7 working days

If a complaint is not resolved within the stipulated time, the customer may escalate through the escalation matrix provided below.

5. Escalation Matrix

1. Level 1: Grievance Redressal Officer

  • Name: Vaidya Gopikrishnan
  • Email: legal@hepl.com
  • Phone: 6380274238
  • Response time: 7 working days

2. Level 2: Grievance Redressal Officer of the concerned Bank/NBFC

(As displayed in the Fintech section of our website)

3. Level 3: Complaint Management System (CMS) Portal under RBI – Integrated Ombudsman Scheme 2021 (RB-IOS)

https://cms.rbi.org.in/

The customer can also send a written complaint to the following address:

Centralised Receipt and Processing Centre,
4th Floor, Reserve Bank of India,
Sector-17, Central Vista,
Chandigarh - 160017

6. Disclosures

  • Contact details of Grievance Redressal Officers of HEPL and the concerned Banks and/or NBFCs shall be prominently displayed on our website.
  • A link to the CMS Portal under RB-IOS shall be displayed on the website and also communicated to the customer through adequate means.
  • The products and other contact details of the concerned Banks/NBFCs shall be displayed on the HEPL website and disclosed to the borrower at onboarding.

7. Record Maintenance

HEPL shall ensure that all grievances are recorded and monitored. Periodic reports detailing such complaint resolutions shall be submitted to the concerned Banks and NBFCs for regulatory compliance purposes.

8. Policy Review

This policy shall be reviewed annually, or as required, in accordance with relevant amendments in the guidelines, directions, rules, and regulations issued by the concerned regulatory authorities.