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Our Policies & Procedures

Grievances Redressal Policy

1. Introduction & Objective

Sunita Finlease Limited (“SFL” or “the Company”) operates as a Digital Lending Service Provider (LSP), enabling borrowers to access loan products offered by Non-Banking Financial Companies (NBFCs) through the websites and mobile applications of its Fintech Partners.

This Grievance Redressal Policy (“Policy”) is established to ensure that all borrower complaints and grievances are addressed in a prompt, transparent, and fair manner. The key objectives of this Policy are to provide accessible channels for grievance submission, define resolution and escalation procedures, comply with the Reserve Bank of India’s Digital Lending Guidelines, 2025, and promote borrower confidence by ensuring transparency and accountability in all lending-related interactions.

 

2. Scope & Applicability

This Policy is applicable to all borrowers who interact with Sunita Finlease Limited or its Fintech Partners to apply for or avail loan products. It covers the complete loan lifecycle, including application, approval, disbursal, repayment, foreclosure, issuance of No Objection Certificates (NOCs), and post-closure processes. It also applies to all communications made via websites, mobile apps, and IVR calling systems.

 

3. Regulatory Framework

The Policy is framed in alignment with applicable regulatory frameworks issued by the Reserve Bank of India, including the Digital Lending Guidelines, 2022, and subsequent revisions up to 2025. It also adheres to the RBI’s Ombudsman Scheme, the Fair Practices Code (FPC) of partner NBFCs, the Consumer Protection Act, 2019, and the Digital Personal Data Protection Act, 2023 (DPDP Act).

 

4. Definitions

Borrower - refers to any individual who applies for or avails a loan through the platforms operated by Sunita Finlease Limited or its Fintech Partners.
Grievance - means any complaint, concern, or issue raised by a borrower regarding lending services, processes, data handling, or conduct.
Grievance Redressal Officer - is the appointed individual at Sunita Finlease Limited responsible for addressing and resolving escalated grievances and ensuring compliance with relevant regulatory provisions.

 

5. Types of Grievances Covered

This Policy encompasses a wide range of issues that may arise during the loan lifecycle. These include but are not limited to:

  • Delays or rejections in loan processing without adequate communication

  • Issues related to disbursement, repayment failures, or EMI tracking

  • Unjustified fees, charges, or interest disputes

  • Delays in loan closure or issuance of NOCs

  • Inaccuracies in credit bureau reporting

  • Mis-selling or lack of transparent communication regarding loan terms

  • Harassment or coercive practices by collection agents

  • Data privacy concerns or unauthorized use of personal information

 

6. Grievance Redressal Channels

Borrowers can submit their grievances through any of the following channels:

Email:

Phone:

  • +91 84478 37455

These channels are available during business hours and are actively monitored to ensure timely response and resolution.

 

7. Roles & Responsibilities

The grievance redressal process within Sunita Finlease Limited is managed through a structured, tiered system. The Customer Support Team serves as the first point of contact and is responsible for acknowledging and addressing initial complaints. In cases where the resolution is not satisfactory, the grievance is escalated to the Grievance Redressal Officer, who investigates and resolves the issue in accordance with regulatory guidelines. The Compliance Team continuously monitors grievance trends and shares regular updates with Fintech Partners. If the issue remains unresolved, borrowers may escalate their complaint to the Fintech Partner’s designated Grievance Officer.

 

8. Borrower Communication Standards

All grievances will be acknowledged within forty-eight (48) hours of receipt. Borrowers will receive periodic updates on the status of their complaint, and once resolved, will be provided with a written explanation detailing the resolution and rationale behind it. Timely and courteous communication is maintained throughout the grievance handling process.

 

9. Disclosure Requirements

In the interest of transparency, this Grievance Redressal Policy is published on the official website of Sunita Finlease Limited. The website also prominently displays the contact details of both the Customer Support Team and the Grievance Redressal Officer, allowing borrowers to access the redressal mechanisms easily.

 

10. Data Protection & Confidentiality

All borrower information and grievance-related data will be handled in compliance with the Digital Personal Data Protection Act, 2023. Personal data will be used strictly for the purpose of grievance resolution and will not be disclosed to any third party without the borrower’s explicit consent, unless required by legal or regulatory obligation.

 

11. Review & Audit of Policy

This Policy is reviewed annually to ensure it remains aligned with evolving regulations and industry best practices. Internal audits are conducted to assess the effectiveness of the grievance redressal process, adherence to timelines, and overall borrower satisfaction.

 

12. Training & Awareness

All borrower-facing personnel of Sunita Finlease Limited receive regular training on the grievance redressal process, including complaint handling, escalation protocols, and borrower sensitivity. Borrowers are also periodically informed through communication campaigns about their rights and the grievance redressal channels available to them.

 

13. Contact Details of Grievance Redressal Officers

 

Grievance Redressal Officer – Sunita Finlease Limited

 

Grievance Redressal Officer – Refyne Tech Private Limited (Fintech Partner)

 

14. Escalation to RBI Ombudsman

If a borrower is not satisfied with the resolution provided by the Principal Nodal Officer, or if the complaint remains unresolved for more than thirty (30) days from the date of receipt by Sunita Finlease Limited, the borrower may escalate the matter to the Reserve Bank of India (RBI) Ombudsman.

Complaints can be submitted through any of the following channels:

Online Portal:

Email:

By Post (using the prescribed complaint format):
RBI Ombudsman
Centralised Receipt and Processing Centre
Reserve Bank of India, 4th Floor, Sector 17
Chandigarh – 160017

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The Principal Nodal Officer of the NBFC is responsible for representing the company before the RBI Ombudsman and the Appellate Authority under the Ombudsman Scheme. The Officer is also responsible for coordinating with the RBI, maintaining and monitoring the complaint register, conducting ageing analysis of unresolved complaints, ensuring timely redressal, and implementing any directions or recommendations issued by the Reserve Bank of India.

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