Grievance Redressal Policy
Last updated: August 2025 · Samridhya Innovations Private Limited
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
| Level | Step | Timeline |
|---|---|---|
| 1 | Customer Support (Email/Call) | 48 hours |
| 2 | Nodal Grievance Officer | 7 working days |
| 3 | RBI Ombudsman (if unresolved) | As per RBI guidelines |
If your complaint is not resolved within 30 days, you may escalate it to the RBI Integrated Ombudsman Scheme at 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.