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Grievance Redressal

Grievance Redressal Mechanism

We value every customer & are committed to resolving concerns quickly, & fairly. Our grievance redressal system ensures you receive timely support at every stage of your loan journey.

1. Introduction

We strictly adhere to all RBI guidelines and have established an effective Grievance Redressal Cell to address and resolve all types of customer grievances in a timely manner. We are committed to responsible lending practices , ensuring that we extend only such loan amounts that are suitable and convenient for our customers to repay.

We also follow ethical and fair recovery practices and do not support or engage in any form of coercive or high-handed recovery methods. However, if you have any concerns or complaints, we assure you that the matter will be taken seriously and addressed appropriately within 5 working days.

2. Objective of the Policy

The purpose of our grievance redressal mechanism is to:

  • Ensure a fair, transparent, and prompt resolution of customer complaints
  • Provide multiple channels for customers to reach us
  • Strengthen customer trust through timely communication and action
  • Comply with regulatory requirements mandated under applicable Indian laws

3. What Issues Can You Raise?

You may file a grievance regarding any of the following:

  • Loan application, processing, or rejection concerns
  • Incorrect or unclear loan charges, interest, or repayment details
  • Delayed disbursement or EMI-related issues
  • Technical problems with our website or communication channels
  • Unprofessional behaviour or service dissatisfaction
  • KYC, verification, or documentation-related issues

4. How to Raise a Complaint

You may contact us through any of the following methods:

a) Email Support

Write to us at info@moneyjenie.com with your name, registered mobile number, and a brief description of the issue.

b) Phone Support

You can speak to our customer care team at:
+91-9217335206

c) Registered Office

Submit your complaint in writing at our office:
Velcred Pvt. Ltd.
B-6 Om Vihar Ram Nagar Uttam Nagar West pillar no. 710 New Delhi - 110059.

5. Escalation Matrix

If your issue is not resolved satisfactorily, you may escalate it as follows:

Grievance Redressal Officer (GRO)

Name: Manish Gupta
Email: info@moneyjenie.com
Phone: : +91-9217335201
Response Time: Within 5 working days

RBI Ombudsman

Lending plate Reference: Has clear "care@moneyjenie.com" and grievance process outlined

6. Turnaround Time for Complaint Resolution

  • General queries: 1–5 working days
  • Loan-related issues: 1–5 working days
  • Complex cases requiring verification: Up to 30 days

7. Customer Responsibilities

  • Provide accurate details such as loan ID, registered mobile number, and documents if needed
  • Maintain polite and respectful communication during the grievance process
  • Retain complaint reference numbers for future tracking

8. Policy Review & Updates

This Grievance Redressal Policy may be updated periodically to comply with regulatory revisions or to improve customer service quality. Any updates will be posted on our website.

9. Contact Information

Email: info@moneyjenie.com
Phone: +91-9217335206
Address: B-6 Om Vihar Ram Nagar Uttam Nagar West pillar no. 710 New Delhi - 110059.

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Terms & Conditions

1. Acceptance of Terms

By accessing and using this loan application service, you accept and agree to be bound by the terms and provision of this agreement.

2. Loan Application

When you submit a loan application, you agree that all information provided is accurate and complete. We reserve the right to verify this information and reject applications that contain false or misleading information.

3. Eligibility

To be eligible for a loan, you must be at least 18 years old, be a resident of the applicable jurisdiction, have a valid government-issued ID, and meet our minimum income requirements.

4. Interest Rates and Fees

Interest rates and fees will be clearly disclosed before you accept any loan offer. These rates may vary based on your credit profile, loan amount, and term.

5. Repayment

You agree to repay the loan according to the schedule provided. Late payments may result in additional fees and may affect your credit score.

6. Data Usage

We may use your data to process your application, verify your identity, assess your creditworthiness, and for marketing purposes as described in our Privacy Policy.

Privacy Policy

1. Information We Collect

We collect personal information that you provide directly to us, including your name, email address, phone number, financial information, and identification documents.

2. How We Use Your Information

We use the information we collect to process your loan application, verify your identity, assess your creditworthiness, communicate with you, and improve our services.

3. Information Sharing

We may share your information with credit bureaus, financial institutions, service providers, and as required by law. We do not sell your personal information to third parties.

4. Data Security

We implement appropriate technical and organizational measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction.

5. Your Rights

You have the right to access, correct, or delete your personal information. You may also opt out of marketing communications at any time.

6. Cookies

We use cookies and similar technologies to enhance your experience, analyze usage, and assist in our marketing efforts.

7. Contact Us

If you have any questions about this Privacy Policy, please contact us at privacy@example.com.