Grievance Redressal

This policy covers complaints about us: our conduct, our advice, our staff, our handling of your personal data, and this website.

It also explains what to do about a complaint that concerns a lending partner rather than us — because we will help you make that complaint even though we cannot decide it.

Raise it with the advisor you have been dealing with, or call +91 78277 68772 during Mon–Sat, 10:00–19:00 IST. Most complaints are a misunderstanding that is cleared up in one conversation, and this is the fastest route.

If your advisor cannot resolve it, or you would rather not raise it with them, write to our Grievance Officer.

• Grievance Redressal Officer, Vantablack Capital Consulting Pvt. Ltd.
• M17, 4th Floor, M Block Market, Greater Kailash-II, New Delhi – 110048
• Email: cs@vantablackcapital.in
• Phone: +91 78277 68772 (Mon–Sat, 10:00–19:00 IST)

You will receive:

• An acknowledgement within 3 working days, with a reference number.
• A substantive written response within 30 days of the date you complained.
• If we need longer, an explanation of why and a date by which you will have an answer.

Decisions about your loan belong to the lending partner. That includes whether to approve it, the interest rate, the fees, the terms, servicing of the account and any recovery contact.

If your complaint is about any of those, it must go to the partner's own grievance channel. We will give you the partner's grievance officer details, help you put the complaint together, and follow it up with them on your behalf. Every RBI-regulated lender must publish a grievance officer and respond within 30 days.

If you receive a recovery or collection call, it is not from us. We do not collect on loans and we have no authority to. Tell us if you receive one purporting to be from us, and we will act on it.

If a regulated lending partner has not resolved your complaint within 30 days, or you are not satisfied with its response, you may take it free of charge to the Reserve Bank of India under the Reserve Bank - Integrated Ombudsman Scheme, 2021, at cms.rbi.org.in, or by post to the Centralised Receipt and Processing Centre, Reserve Bank of India, Chandigarh.

A complaint about how your personal data has been handled may be taken to the Data Protection Board of India under the Digital Personal Data Protection Act, 2023, once you have raised it with us first.

So we can deal with your complaint quickly, please tell us:

• Your name and the mobile number you gave us.
• What happened, and roughly when.
• Who you dealt with, if you know.
• What you would like us to do about it.

We record every complaint, what we did about it and how long it took, and we review those records so that the same problem does not keep happening. Complaining will never affect how we deal with your enquiry.