GRIEVANCE REDRESSAL POLICY
Loanvittus.com
Operated by: Vittus Fintech Private Limited
Last Updated: 16 April 2026
1. Purpose
Vittus Fintech Private Limited (“Company”, “we”, “us”, “our”) is committed to fair, transparent, and timely resolution of complaints raised by users of the LoanVittus platform. This Grievance Redressal Policy (“Policy”) sets out the mechanism available to users and is issued in compliance with the Reserve Bank of India (Digital Lending) Directions, 2025, the Digital Personal Data Protection Act, 2023, and applicable consumer protection law.
2. Scope
This Policy applies to complaints relating to:
• Loan facilitation services provided through LoanVittus (including display of offers, KFS, disbursal, and recovery conduct);
• Non-lending services (DPR Builder, CMA Data generation, Subsidy Assessment, Business Consultation, Calculators);
• Data privacy and exercise of rights under the DPDP Act, 2023;
• Platform performance, content accuracy, and user experience.
Complaints relating to loan sanction, interest, charges, and servicing by a partner Regulated Entity (RE) are the primary responsibility of the concerned RE. We will route such complaints to the RE and track resolution, while the final determination rests with the RE.
3. Three-Tier Redressal Mechanism
Tier 1 – Customer Support
Users are first encouraged to contact Customer Support for routine queries, service requests, or issues relating to the use of the Platform.
| Grievance Officer | Vittus Fintech Private Limited |
| support@loanvittus.com | |
| Phone | +91 7620469659 |
| Working hours | Monday to Saturday, 10:00 AM – 6:30 PM IST (Sunday closed) |
| Acknowledgement | Within 24 hours of receipt |
| Target resolution | Within 7 working days |
Tier 2 – Grievance Redressal Officer
If your issue is not resolved at Tier 1, or you are not satisfied with the resolution, you may escalate to our Grievance Redressal Officer.
| Grievance Officer | Vittus Fintech Private Limited |
| Name | Jaiyash Bhutada |
| Designation | CA |
| grievance@loanvittus.com | |
| Phone | +91 7620469659 |
| Working hours | Monday to Saturday, 10:00 AM – 6:30 PM IST (Sunday closed) |
| Acknowledgement | Within 48 hours of receipt |
| Target resolution | Within 30 days of receipt |
A unique ticket number will be provided on acknowledgement so that you can track status.
Tier 3 – External Escalation
If your complaint is not resolved within 30 days of lodging it with the Grievance Redressal Officer, or if the resolution offered is not to your satisfaction, you may escalate to:
(a) RBI Integrated Ombudsman / CMS portal (for loan facilitation matters and conduct of partner REs):
• Portal: https://cms.rbi.org.in
• Toll-free (CMS helpline): 14448
• Physical: Centralised Receipt and Processing Centre (CRPC), Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160 017
(b) Sachet Portal (RBI) for complaints against unauthorised entities or suspected fraud:
https://sachet.rbi.org.in
(c) Data Protection Board of India (for personal data and privacy matters, under the DPDP Act, 2023, once operational).
(d) Partner RE’s Grievance Officer / Banking Ombudsman – for complaints relating to a specific loan product; contact details are included in the Key Fact Statement (KFS) and loan kit issued by the RE.
(e) Consumer courts / competent civil courts – remedies under the Consumer Protection Act, 2019 remain available.
4. How to File a Complaint
When filing a complaint, please provide:
• Your full name and registered mobile number / email;
• Application / ticket / loan reference number (if any);
• Partner RE name (if the complaint relates to a specific loan offer or application);
• A clear description of the issue, including dates and supporting documents / screenshots;
• The outcome you seek.
5. What You Can Expect From Us
• Courteous and fair treatment at every stage.
• A unique ticket number on acknowledgement to enable tracking.
• Regular updates on the status of your complaint.
• A final written response stating the resolution, or the reasons if your complaint cannot be accepted, and information on your right to escalate.
• No retaliation of any kind against a user for filing a legitimate complaint.
6. Record-Keeping
All complaints and their resolution are logged and retained for the period required under applicable law and for a minimum of 5 years, supporting internal review, regulatory audit, and board reporting.
7. Periodic Review and Reporting
(a) The Grievance Redressal Officer reviews the complaint register and resolution performance on a monthly basis.
(b) A summary of complaints received, resolved, pending, and escalated – together with a complaint register maintained in the format suggested by the Reserve Bank of India for audit-readiness – is placed before the Board of Directors on a quarterly basis.
(c) This Policy is reviewed at least annually, or earlier on material regulatory change.
8. Special Note on Prohibited Conduct
If any person – whether claiming to represent Vittus Fintech, a partner RE, or otherwise – (i) demands cash or any payment outside the RE’s KFS, (ii) seeks your OTP, full card number, or banking password, (iii) uses abusive, coercive, or threatening language, or (iv) visits outside the hours of 8:00 AM to 7:00 PM without your prior consent please do not comply and report it immediately to the Grievance Redressal Officer. We investigate every such report and cooperate with law-enforcement as required.
9. Prohibited Practices by Recovery Personnel
In line with the RBI Code of Conduct for Recovery Agents and RBI DLD 2025, our personnel and any agents acting on our behalf shall not:
• Use intimidating or abusive language, make threats, or publicly shame any borrower;
• Contact a borrower outside 8:00 AM to 7:00 PM IST, except with the borrower’s express consent;
• Approach the borrower without prior email / SMS notification of identity; or
• Contact any person other than the borrower and, where applicable, the co-borrower or guarantor.
Vittus Fintech Private Limited
CIN: U66190MH2026PTC465595
Registered Office: 377, Nakshatra, 2nd Floor, Block B, Gandhi Nagar, Nagpur – 440010
Email: grievance@loanvittus.com | Phone: +91 7620469659