Raising a concern with Vyaaj

At Vyaaj, we want every interaction to be fair, clear and respectful. If something hasn't met that standard, please tell us — we treat every complaint seriously and aim to resolve it quickly. This page explains how to raise a concern, what to expect, and how to escalate if you're not satisfied.

What Vyaaj can and can't resolve

Vyaaj is a loan marketplace, not a lender. We help you compare and connect with banks and RBI-registered NBFCs. That means:

• For issues with our platform — comparisons, your Vyaaj account, how your details were handled, or our conduct — we are responsible and will resolve it directly.
• For issues with a sanctioned loan — disbursal, EMIs, charges, statements or recovery — the lender is responsible. We'll help you reach the right team and follow up, but the lender's own grievance process applies as well.

How to raise a complaint

Level 1 Reach our support team

Start by writing to us with your name, registered contact details and a clear description of the issue (with any reference numbers or screenshots).

• Email: support@vyaaj.in
• Or use the contact form and choose "Complaint / grievance"

We aim to acknowledge your complaint within 48 hours and resolve most issues within 7 working days.

Level 2 Escalate to our Grievance Redressal Officer

If your complaint isn't resolved at Level 1, or you're not satisfied with the outcome, you can escalate to our Grievance Redressal Officer (GRO):

The GRO will look into your complaint independently and respond with a resolution. We aim to close escalated complaints within 30 days of receipt.

Level 3 Escalate to the RBI

If your complaint relates to a loan from an RBI-regulated lender and remains unresolved for 30 days, or you're dissatisfied with the response, you may approach the Reserve Bank of India under the Reserve Bank – Integrated Ombudsman Scheme:

• RBI Complaint Management System (CMS): cms.rbi.org.in
• RBI contact centre / RB-IOS helpline [confirm current number]

For loan-specific matters, you may also raise the complaint with the lender's own Grievance Redressal Officer or Nodal Officer, whose details are provided in your loan documents and on the lender's website.

Information to include

To help us resolve things faster, please share:

• Your full name and the mobile number / email registered with us
• A clear description of the issue and when it happened
• Any reference, application or loan account numbers
• Supporting documents or screenshots, where relevant
• The outcome you're looking for

Our commitment

We will treat your complaint confidentially, keep you informed of progress, and never penalise you for raising a genuine concern. If we get something wrong, we'll own it and put it right.

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