Grievance Redressal

Raising a concern

If you are unhappy with any aspect of our service, or you want to raise a question about how we have handled your information, please contact us. We would rather hear about a problem than have you leave with it unresolved.

Please include your name, the phone number you gave us, roughly when you contacted us and what the issue is. That is usually enough for us to find the enquiry and look into it.

Grievance officer

Lav Kumar Singh, Business Head & Principal Loan Consultant, handles grievances for Finstep Solutions.

You can reach him on +91 99584 89099 during business hours (Monday to Saturday, 10:00 AM – 7:00 PM. Sunday closed.), or through the contact form on this website.

How we handle it

We aim to acknowledge a grievance within three working days of receiving it, and to respond substantively within fifteen working days.

If we need longer — because we are waiting on information from a lender, for example — we will tell you that rather than leave you without a reply.

Complaints about a lender

If your complaint concerns a lender's decision, their charges or their conduct, it needs to go to that lender, because we have no authority over any of those things.

Every bank and NBFC operates its own grievance process, and the Reserve Bank of India operates an ombudsman scheme for complaints that a lender has not resolved satisfactorily. We will tell you where to direct a complaint if you are not sure.

Data requests

You can ask us what enquiry information we hold about you, ask us to correct it, or ask us to delete it. Use the same contact route as a grievance.

Enquiry records are ordinarily retained for 24 months after the enquiry is closed or after the last meaningful interaction, after which personal details are removed or anonymised.

Where we have already passed your enquiry to a lender at your request, that lender holds its own copy under its own policies, and a deletion request to us does not reach them. We will tell you who we shared it with so you can approach them directly.

Withdrawing consent

You can withdraw your consent to be contacted at any time, and we will stop. Tell us by phone or through the contact form.

Withdrawing consent does not undo anything already done at your request, such as an application already submitted to a lender.