Grievance Redressal Policy

1.  Introduction

Rang De’s primary goal is to bridge the socio-economic gap that prevails in the nation. It brings together individuals that are in need of monetary assistance and those that have the financial capability to provide such assistance (“Participants”), through its peer-to-peer lending platform (“Rang De”/ “Platform”). The Platform enables lenders to provide micro credits to rural and other below poverty line communities for their education, business, health and other socio-economic requirements.

2.  Objective

The objective of this Grievance Redressal Policy (“Policy”)is to ensure that:

This Policy provides the structure and procedures for receiving and addressing grievances from Participants, in accordance with the guidelines prescribed by the Reserve of Bank of India (“RBI”).

3.  Applicability

The Policy is applicable to:

4.  Principals Of Grievance Redressal

5.  Grounds For Filing A Complaint

The Lender and/or the Borrower shall be entitled to raise a complaint against Rang De and/or its Outsourcing Partner on any of the below mentioned grounds:

By the Lender:

By the Borrower:

6.  Escalation matrix- Customer Grievance

Step 1: Registering a Grievance:

A Lender should register their grievance through any one of the following modes:

A borrower should register their grievance through any one of the following modes:

Step 2: Resolution of Grievance:

Escalation Matrix:

Level Designated Officer/Dept Contact
0 Customer Support Ph: +91 80 42756643
Email: [email protected]
1 Grievance Redressal Officer Ph: +91 80 42756643
Email: [email protected]
2 Sr Grievance Redressal Officer Ph: +91 80 42756643
Email: [email protected]

7.  Training

Rang De ensures that its employees and members of the Grievance Redressal Cell receives periodic training for handling a Participant’s grievance in an efficient and courteous manner.

8.  Review Of Participant Grievance Redressal Mechanism


Relevant Extracts of the Scheme

Pre-conditions to referring a compliant

  1. The complainant, before making a complaint to the Ombudsman, shall have registered a grievance with Rang De and Rang De shall have rejected or not provided a satisfactory resolution for the grievance for 30 (thirty) days from the date of registering the grievance with Rang De.
  2. The complaint is made not later than 1 (one) year after the complainant has received the reply of the NBFC to his representation or, where no reply is received, not later than 1 (one) year and 1 (one) month after the date of registering the grievance with Rang De;
  3. The complaint is not in respect of the same cause of action which was settled or dealt with on merits by the Ombudsman in any previous proceedings whether or not received from the same complainant or along with one or more complainants or one or more of the parties concerned with the cause of action;
  4. The complaint does not pertain to the same cause of action, for which any proceedings before any court, tribunal or arbitrator or any other forum is pending or a decree or Award or order has been passed by any such court, tribunal, arbitrator or forum;
  5. The complaint is not frivolous or vexatious in nature;
  6. The complaint is made before the expiry of the period of limitation prescribed under the Indian Limitation Act, 1963 for such claims; and
  7. The complainant has filed along with the complaint, copies of the documents, if any, which he intends to rely upon, and a declaration that the complaint is maintainable under Clause 9-A.

Procedure to refer a complaint:

Any person who has a complaint against a Rang De on any one or more of the Grounds mentioned above may, himself or through his authorised representative (other than an Advocate), make a complaint to the Banking Ombudsman indicated above.

  1. The complaint, when in writing, shall be duly signed by the complainant or his authorized representative and shall be, as far as possible, in the format appended at Annex II of the Scheme or as near as thereto as circumstances admit, stating clearly:
    1. the name and address of the complainant,
    2. it should indicate Rang De P2P Financial Services Private Limited having its registered office at WeWork, Salarpuria Symbiosis, Begur Hobli, Bannerghatta Main Road, Arekere, Bengaluru, Karnataka-560076, India and mention the name and address of the Outsourcing Partner of Rang De (if applicable);
    3. the facts giving rise to the complaint,
    4. the nature and extent of the loss caused to the complainant, and
    5. the relief sought for.
  2. A complaint made through electronic means shall also be accepted by the Ombudsman and a print out of such complaint shall be taken on the record of the Ombudsman.
  3. The Ombudsman shall also entertain complaints covered by this Scheme received by the Central Government or Reserve Bank or other financial regulators and forwarded to him for disposal.




Total: ₹3000