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If something has gone wrong

Four levels, in order. Each one expects you to have been through the one before it, so start at the top and keep your references.

  1. Level 1

    Customer support

    Start here for anything about your loan, a payment or a document. Most matters are settled at this stage.

    [SUPPORT EMAIL]Response within one working day
  2. Level 2

    Grievance officer, CashOFin

    Escalate here if support has not resolved it, or you are not satisfied with the outcome. Quote your loan reference and what was said at Level 1.

    [GRIEVANCE EMAIL]Response within [L2 SLA] working days
  3. Level 3

    Grievance redressal, Tek Hire Purchase & Leasing Private Limited

    The loan is issued by Tek Hire Purchase & Leasing Private Limited, so unresolved matters go to them next. They maintain their own grievance channel.

    [LENDER GRIEVANCE CHANNEL]Response within [L3 SLA] working days
  4. Level 4

    RBI Ombudsman

    If the complaint is still unresolved after the lender has had a full opportunity to address it, it can be taken to the banking ombudsman.

    [OMBUDSMAN CHANNEL]As set by the scheme

What to include

Your loan reference, the date the problem occurred, what you have already been told, and what outcome you are asking for. Complaints with those four things get resolved considerably faster than ones without.

Recovery conduct

Recovery agents must identify themselves, may contact you only between the hours set out in the fair practice code, and may not contact your family, employer or contacts about your debt. If any of that happens, it is a Level 2 complaint and we want to hear about it directly.