PLACEHOLDER - not a real officer, Grievance Officer (placeholder)
grievance@example.invalid
+91 00000 00000
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Online, by email or by phone. You get a reference to follow it with.
Every complaint starts here. We aim to settle it within 15 days.
If the desk has not settled it in time, it passes to the Nodal Grievance Redressal Officer on its own - you do not have to ask.
If your complaint is not settled within 30 days, you may approach the RBI Integrated Ombudsman at cms.rbi.org.in or call 14448.
Make a complaint online - you do not need an account. We send a code to your mobile before it is filed.
Last updated: 8 November 2026. If something has gone wrong, we want to know and put it right. This policy sets out how a complaint to LOANZ 360 is raised, who looks at it, how long each level may take, and where you can go if you are not satisfied. The Nodal Grievance Redressal Officer's name and contact details are shown at the top of the grievance page. This text sits below them.
LOANZ 360 is a loan aggregator, not a lender. It works for partner banks and NBFCs as a lending service provider. This policy covers complaints about our service, our platform, our staff, our partners and the way we handle your data. Where your complaint is about a lender's decision, its charges, its terms or its recovery, the lender is responsible, and the RBI Directions say that responsibility for grievance redressal stays with the lender (para 11). We help you reach the lender and do not leave you to find the way alone.
You get a reference when the complaint is filed. Keep it. It lets you follow the complaint and lets us find it quickly when you write to us.
A complaint we can act on quickly
| Include | Why it helps |
|---|---|
| Your name and the mobile number or email you gave us | So we can find your file and send the answer to a contact we have confirmed. |
| What it is about: your application, our service, a lender cost, staff conduct, partner conduct, data privacy, or something else | So it reaches the right person. |
| What happened, the dates, and who was involved | So we can check the facts. |
| The lender and the application reference, if it concerns a loan | So we can look at the right file. |
| What you would like us to do | So we know what a good result looks like to you. |
| Copies of messages, receipts or documents | So we can see what you saw. Do not send your one-time code, PIN or password. |
Escalation path
| Level | Who | What happens |
|---|---|---|
| 1 | LOANZ 360 support desk | Every complaint starts here. The desk looks at it and aims to settle it within the number of days shown on the grievance page. |
| 2 | LOANZ 360 Nodal Grievance Redressal Officer | If the desk has not settled it in time, it passes to the officer on its own. You do not have to ask. You may also write to the officer directly. |
| 3 | The lender | Where the issue is the lender's, we pass it to the lender's own nodal grievance redressal officer, and you can write to them yourself using the contact in your Key Fact Statement. |
| 4 | RBI Integrated Ombudsman | If it is not settled, you may complain to the RBI. See below. |
The number of days each level may take is set in our system and is shown, as a number, in the steps on the grievance page. We do not repeat the numbers here, so that this page cannot drift from the number we are measured against. Every complaint has a due date, and a complaint that passes its due date moves to the next level. We tell you when your complaint is filed, when it moves and when it is closed, and we send the answer to the contact you proved with the one-time code.
For data requests such as a copy of your data, a correction or erasure, you get the date we will answer by when the request is filed. That date is set in our system for each kind of request.
If your complaint about a lender or its service provider is rejected in whole or in part, if you are not satisfied with the reply, or if you have had no reply within 30 days of the lender receiving your complaint, you may complain to the RBI Integrated Ombudsman. You can file on the RBI's complaint management portal at cms.rbi.org.in. This route is set out in para 11(iv) of the RBI Digital Lending Directions, 2025. The RBI describes the scheme on its complaints page. To report a lender that has no RBI authorisation, use sachet.rbi.org.in.
Customers are found by LOANZ 360 partners and by our own sales team, and our loan officers process files. A complaint can be about a partner or a staff member, for example if someone asked you for money, asked for your one-time code, gave you false information or behaved rudely. You can choose partner conduct or staff conduct when you file. These complaints go to the register in the same way and are looked at by our team, not by the person complained about. If a complaint is upheld, we can restrict or end a partner's access to the platform. Never pay money to a partner or staff member to secure a loan.
Recovery of a loan is the lender's responsibility, not LOANZ 360's. If you are threatened, abused or contacted at unreasonable hours by someone who says they act for a lender, complain to the lender's nodal grievance redressal officer and tell us as well, so that we can pass it on. RBI rules require the lender to guide its recovery agents to follow conduct rules and to send you the agent's details before contact. Your rights are explained in the borrower rights guide.
Related pages: contact, Your data, digital lending disclosures.