Grievance Redressal

At FinSetu (Direct Selling Agent – DSA), we’re committed to fair, transparent and prompt customer support. If you have a complaint, concern or feedback about our services, please use the process below so we can resolve it quickly and fairly.

1) What issues can I raise?

You can raise complaints about:

  • Application guidance or communication from FinSetu

  • Miscommunication or service delays by FinSetu

  • Website or form issues

  • Data/privacy concerns related to FinSetu

Note: If your concern is about loan sanction, rate, charges, documentation, disbursal, foreclosure, or post-disbursal servicing, those are controlled by the lending partner (Bank/NBFC). We will coordinate with them, but you may also need to contact the lender’s grievance desk directly with your application/reference number.

 

2) How to raise a grievance (Level 1)

Email us with the subject “Grievance – <Your Name / Application No.>”:

What to include in your email

  1. Full Name

  2. Contact Number & Email

  3. Application / Reference Number (if any)

  4. Date of incident (if applicable)

  5. Detailed description of the issue

  6. Any screenshots / documents that help

Acknowledgement & timelines

  • We acknowledge your complaint within 48 hours.

  • We aim to resolve it within 7 business days. If it needs coordination with a lending partner or deeper review, we’ll share an interim update and a revised timeline (typically up to 15 business days).

 

3) Escalation Matrix

If you’re not satisfied with Level-1 resolution, please escalate as below. Always attach the previous ticket/email trail for faster handling.

Level 2 – Grievance Officer

 

  • Name: Brijesh Tiwari

  • Email: 9.finsetu@gmail.com

  • Phone: 8826609969

  • Response: Acknowledgement within 48 hours, resolution within 7–10 business days (or earlier where possible).


5) Our commitments

  • Fair & non-discriminatory handling of all complaints

  • Privacy-first approach – your information is handled per applicable data-protection norms

  • Clear communication – we’ll keep you informed if additional time is needed

  • Record keeping – we log all grievances with actions & closure notes for audit

 

6) Contact & Registered Details

FinSetu

Support: 8826609969 • 9.finsetu@gmail.com

Grievance Officer: Brijesh Tiwari 

GSTIN: 09ANJPT9151B1ZQ

 

7) Important notes

  • FinSetu acts as a Direct Selling Agent (DSA) and does not approve, sanction, or decide loan terms—those remain at the sole discretion of partner Banks/NBFCs.

  • Turnaround times may vary if third-party (lender) inputs are required. We will keep you updated.