Grievance redressal

Who to write to

Officer: [Grievance officer name — to be appointed]

Email: [Grievance email — to be confirmed]

Office: [Registered office address — to be confirmed]

Until those details are confirmed, send the complaint through the contact form and choose “A grievance”. Include your enquiry reference if you have one. The message is stored in the demo and is not delivered to an external mailbox.

What to include

• Your name and a way to reply.
• The reference number, if the complaint is about an enquiry.
• What happened, and what you want done.
• Dates, without attaching identity documents unless a later process asks for them.

Intended timings

A live process should acknowledge a complaint and give a reasoned response within a period agreed in the operating policy, often discussed alongside the Reserve Bank of India’s expectations for regulated lenders and their service providers. Those timings are not switched on here, because the entity and the officer are not confirmed. Do not read this draft as a promise of a 30-day resolution.

If the complaint is about a lender

A decision, a charge, or a collection call from a regulated lender is for that lender’s grievance process, and then for the Reserve Bank of India’s published complaint channels if the lender does not resolve it. Zup Loans cannot reverse a lender’s sanction. This demo has not shared enquiries with any lender.

Escalation inside Zup Loans

The intended order is: support contact, then the grievance officer, then a named senior reviewer. Only the contact form exists today. The other two steps are placeholders for the launch checklist.