⚠️ Official Security Advisory:All loan repayments must be processed exclusively through our authorised websites or official mobile apps. We never request or accept payments into personal bank accounts or UPIs. Payments made to individual accounts are unauthorised and at the customer's own risk.⚠️ आधिकारिक सुरक्षा सलाहकार:सभी ऋण पुनर्भुगतान विशेष रूप से हमारी अधिकृत वेबसाइटों या आधिकारिक मोबाइल ऐप्स के माध्यम से संसाधित किए जाने चाहिए। हम व्यक्तिगत बैंक खातों या यूपीआई में भुगतान का अनुरोध या स्वीकार नहीं करते हैं। व्यक्तिगत खातों में किए गए भुगतान अनधिकृत हैं और ग्राहक के अपने जोखिम पर हैं.⚠️ Official Security Advisory:All loan repayments must be processed exclusively through our authorised websites or official mobile apps. We never request or accept payments into personal bank accounts or UPIs. Payments made to individual accounts are unauthorised and at the customer's own risk.⚠️ आधिकारिक सुरक्षा सलाहकार:सभी ऋण पुनर्भुगतान विशेष रूप से हमारी अधिकृत वेबसाइटों या आधिकारिक मोबाइल ऐप्स के माध्यम से संसाधित किए जाने चाहिए। हम व्यक्तिगत बैंक खातों या यूपीआई में भुगतान का अनुरोध या स्वीकार नहीं करते हैं। व्यक्तिगत खातों में किए गए भुगतान अनधिकृत हैं और ग्राहक के अपने जोखिम पर हैं.
FinagleFinancial Services·NBFC

Grievance Redressal

Contact details for each brand's Grievance Redressal Officer. Raise your complaint directly with the relevant brand.

Introduction

In accordance with the Reserve Bank of India (RBI) Master Direction on Fair Practices Code for NBFCs and the Reserve Bank – Integrated Ombudsman Scheme, 2021, Finagle Financial Services Private Limited (“the Company”) has put in place a Board-approved Grievance Redressal Mechanism to ensure that all customer complaints are addressed promptly, fairly, and transparently.

Grievance Redressal Flow Chart

The escalation flow below is common to all brands — Finagle Financial Services, TezCredit, Anytime Rupee and Moneydot. A complaint moves to the next level only if it remains unresolved, or the customer is dissatisfied with the resolution, at the preceding level.

  1. Customer lodges a complaint with the Level 1 customer service desk of the relevant brand — see the contact table. Acknowledgement within 3 (Three) working days.
  2. If resolved within 7 (Seven) working days and the customer is satisfied, the complaint is closed and reported to the Board quarterly.
  3. If not, the complaint escalates to Level 2 — the Grievance Redressal Officer, Yasmin Tabbassum, +91-8796101685, grievance@finaglenbfc.com — for resolution within 7 working days.
  4. If the customer remains dissatisfied, the complaint escalates to Level 3 — the Principal Nodal Officer, Suhail Sheikh, +91-9289387600, pno@finaglenbfc.com — for resolution within 7 working days.
  5. If the complaint is still unresolved after 30 days, is rejected wholly or partly, or the resolution is unsatisfactory, the customer may approach the RBI Integrated Ombudsman under RB-IOS, 2021 via cms.rbi.org.in, CRPC@rbi.org.in or toll-free 14448.

The Company is committed to providing prompt and efficient services to its customers. If a customer is not satisfied with any product or service, they may register their grievance through the channels set out below.

ParticularsFinagle Financial Services Pvt. Ltd.TezCredit(DLA owned by Finagle Financial Services Pvt Ltd)Anytime Rupee(Lending Service Provider)Moneydot(Lending Service Provider)
DetailsFinagle Financial ServicesTezCreditAnytime RupeeMoneydot
ProductAll kind of permitted LoansPersonal LoanPersonal LoanPersonal Loan
Service Provided—FFSPL offering full stack of lending services as NBFCDigital Application, Loan Sourcing, Collections and RecoveryDigital Application, Loan Sourcing
Customer Service Desksupport@finaglenbfc.comEmail: support@tezcredit.comEmail: care@anytimerupee.comEmail: support@moneydot.in
Escalation Desk—Name: Shradha Jain
Email: grievance@tezcredit.com		Name: Abhay Kesarwani
Email: gro@anytimerupee.com		Name: Fazlay Ali
Email: grievance@moneydot.in
Grievance OfficerRefer to the Grievance Redressal Policy

Escalation to RBI Ombudsman

If a complaint or dispute is not resolved within 30 days from the date of its submission, or if the customer is dissatisfied with the resolution provided, the customer may escalate the matter to the Reserve Bank of India (RBI) under the provisions of the Integrated Ombudsman Scheme, 2021 through any of the following channels:

Website

https://cms.rbi.org.in

Email

CRPC@rbi.org.in

Toll-Free Number

14448

(Available from 9:30 AM to 5:15 PM on working days)

Postal Address

Centralised Receipt and Processing Centre (CRPC)
Reserve Bank of India
4th Floor, Sector 17
Chandigarh – 160017

RBI Ombudsman Scheme

View PDF

Important

Customers must first lodge their complaint with the concerned Regulated Entity (RE) before approaching the RBI Ombudsman. A complaint may be filed with the Ombudsman only if:

  • The customer has not received a response from the Regulated Entity within 30 days of lodging the complaint; or
  • The complaint has been rejected, either wholly or partially, by the Regulated Entity; or
  • The customer remains dissatisfied with the resolution provided by the Regulated Entity.

Complaints submitted to the Ombudsman without first exhausting the Regulated Entity's grievance redressal mechanism may not be considered under the Integrated Ombudsman Scheme, 2021.

Regulatory Complaint Portals

In addition to the channels outlined above, customers may directly access the following RBI-designated platforms to register a complaint or grievance at any stage of the redressal process:

Sachet Portal Link: https://sachet.rbi.org.in/Complaints/Add

RBI CMS Portal Link: https://cms.rbi.org.in/cms/indexpage.html#eng