Grievance Redressal

Grievance Redressal Process

Tier 1 — Contact Customer Support (First Step)

For quick resolution of queries, contact our customer support team first:

• Email: support@trueline.credit
• Phone: +91 9X XXXX XXXX (Mon–Sat, 9 AM – 6 PM)
• Response time: Within 24–48 hours

Tier 2 — Nodal Grievance Redressal Officer (Formal Complaint)

If your issue is not resolved by customer support within 5 business days, escalate to our Nodal Grievance Redressal Officer (details at the top of this page). As mandated by RBI Digital Lending Guidelines, the GRO handles all digital lending and FinTech-related complaints.

• Response timeline: Acknowledgement within 3 business days
• Resolution timeline: Within 30 days of complaint date

Tier 3 — RBI Integrated Ombudsman (Escalation)

If your complaint is not resolved within 30 days of filing with TrueLine Credit, or if you are dissatisfied with the resolution, you may escalate to the Reserve Bank – Integrated Ombudsman Scheme (RB-IOS):

RBI-Mandated Disclosure

In accordance with Para 6 of the RBI Digital Lending Guidelines (Circular DOR.CRE.REC.66/21.07.001/2022-23), TrueLine Credit has appointed a nodal Grievance Redressal Officer who is responsible for:

• Handling all digital lending and FinTech-related complaints
• Ensuring resolution within stipulated timelines
• Being the point of contact for complaints against any Lending Service Providers (LSPs) engaged by TrueLine Credit

Contact details of the GRO are displayed prominently on this website, on our app, and in the Key Fact Statement (KFS) provided to every borrower.