Grievance Redressal Policy

Transparent and efficient complaint resolution process. We're committed to addressing your concerns promptly and ensuring your satisfaction with our services.

48 Hours Response

Quick initial response

RBI Compliant

Regulatory compliance

Multi-Channel

Email, phone & postal

Last Updated: August 12, 2025

Samridhya Innovations Private Limited ("Samridhya," "we," "us," or "our") is committed to providing a transparent and efficient grievance redressal mechanism for our users. This policy outlines the process for raising and resolving complaints related to our services, including digital lending, data privacy, and platform usage.

1. Scope of Grievance Redressal

This policy covers complaints regarding:

  • Loan application or servicing issues
  • Data privacy concerns
  • Unauthorized transactions
  • Misleading information or mis-selling
  • Technical glitches on the platform
  • Violation of terms or policies

2. How to Lodge a Grievance

You can raise a complaint through any of the following channels:

A. Email

Send an email to: support@samridhya.com

Subject: "Grievance – [Brief Description]"

Include:

  • Your registered mobile number/email
  • Detailed description of the issue
  • Relevant transaction IDs/screenshots (if applicable)

B. Phone

Call our Customer Support Helpline:

📞 +91 6366234524 (Mon-Sat, 9:30 AM – 6:30 PM IST)

C. Postal Mail

Address your complaint to:

Nodal Grievance Officer

Samridhya Innovations Private Limited

#1207/343 & 1207/1/343/1, 9th Main, 7th Sector,

HSR Layout, Bangalore, Karnataka – 560102

3. Escalation Process

LevelStepTimeline
1Customer Support (Email/Call)48 hours
2Nodal Grievance Officer7 working days
3RBI Ombudsman (if unresolved)As per RBI guidelines

If your complaint is not resolved within 30 days, you may escalate it to:

📌 RBI Integrated Ombudsman Scheme

🌐 https://cms.rbi.org.in

4. Expected Resolution Time

  • First Response: Within 48 hours of complaint receipt.
  • Final Resolution: Within 30 days (for non-complex issues).
  • Complex Cases: May require additional time (you will be informed).

5. Data Privacy & Confidentiality

  • All grievances are handled confidentially.
  • Personal data is processed as per our Privacy Policy.

6. Contact Details of Grievance Officers

A. Nodal Grievance Officer (Digital Lending Complaints)

Name: Mr. Amit Sharma

📧 Email: support@samridhya.com

📞 Phone: +91 6366234524

B. Data Grievance Officer (Privacy-Related Complaints)

Name: Mr. Abhinav Srivastava (CTO)

📧 Email: support@samridhya.com

📞 Phone: +91 6366234520

7. Feedback & Appeals

If you are dissatisfied with the resolution:

  • You may request a re-examination within 7 days.
  • Escalate to regulatory bodies (RBI, NPCI, etc.) if needed.

🔹 Important Notes

  • ✔ Keep a reference number for tracking complaints.
  • ✔ Provide accurate details for faster resolution.
  • ✔ RBI mandates lenders to resolve grievances within 30 days.

By using Samridhya's services, you agree to abide by this Grievance Redressal Policy.

For further assistance, visit www.samridhya.com/help

© 2025 Samridhya Innovations Private Limited. All Rights Reserved.

Last updated: August 12, 2025