This page covers complaints about the UdhaarWala platform and explains how to handle a complaint relating to a loan offered by a regulated lender. UdhaarWala is a loan facilitation platform, not the lender. The lender named in a Key Facts Statement, sanction communication or loan agreement remains responsible for loan-specific decisions and its regulated grievance process.
1. Raise a platform complaint
Email info@udhaarwala.com with the subject “UdhaarWala grievance”, or call +91 92171 30206. This is our designated operating channel for platform grievances relating to login, application status, document upload, incorrect displayed information, unauthorised-access concerns, support experience or an issue involving a lender handoff.
To protect your information, do not include an OTP, password, card PIN, CVV, full Aadhaar number or full bank-account number in a complaint email. We may ask for limited information needed to locate and verify your account.
2. What to include
- Your registered name, mobile number and email address.
- Application reference or loan reference, if one is available.
- The date, time and channel on which the problem occurred.
- A concise description of the issue, the steps already taken and the resolution you are seeking.
- Relevant screenshots or communication records, with sensitive credentials redacted.
- If the complaint is about a partner-lender interaction, the lender name and product or application reference.
3. Our handling process
We aim to acknowledge a complaint within two business days, assign it a reference and keep an internal record of the issue. We aim to provide a substantive update within seven business days and resolve it as soon as reasonably possible. Some issues may require verification, a lender response, a security investigation or further information, in which case we will explain the next step rather than closing the concern without context.
For a complaint about an identified lender’s product, we may share only the information needed to investigate with that lender and will track the handoff. The lender remains accountable for the regulated lending activity and for resolving matters within its own grievance framework.
4. Loan-specific complaints
If your concern relates to approval, rejection, annual percentage rate, charges, disbursal, repayment, collection conduct, credit reporting, foreclosure, a mandate or a loan agreement, first contact the regulated lender named in your Key Facts Statement or loan documents. Keep the complaint reference, dates and written response. The lender’s grievance-officer details and escalation process should be provided in its documentation and published through its official channels.
Where a digital-lending complaint involves a lender and its lending service provider, RBI guidance places responsibility for resolving the complaint with the regulated entity. We will cooperate with an identified lender’s investigation in relation to the platform services we provide.
5. External escalation for lender complaints
If a complaint against the relevant regulated lender is not resolved to your satisfaction within the applicable period—RBI digital-lending guidance currently refers to 30 days—you may be able to use the Reserve Bank’s Complaint Management System under the Reserve Bank–Integrated Ombudsman Scheme, where applicable. The current portal is available at cms.rbi.org.in. Eligibility and process are determined by RBI and the applicable scheme; the lender’s own response should be retained for reference.
6. Review and improvement
We treat complaints as operational feedback. We maintain records intended to identify recurring problems in the applicant journey, support process, document handling and lender handoff. Material issues may lead to product changes, additional controls, staff guidance or escalation with the relevant partner.
7. Important distinction
Before a live lender partnership, UdhaarWala will not represent that a lender has approved an applicant or that an RBI-regulated loan relationship exists. Once a lender product is active, the lender-specific grievance officer, lender name and escalation contact must be made visible to the borrower in the relevant journey and loan documentation. This page does not limit any rights available under applicable consumer, banking, data-protection or other law.