Grievance Redressal Mechanism

We are committed to resolving customer grievances promptly, transparently, and fairly in compliance with RBI guidelines and applicable laws.

Objective

This Grievance Redressal Mechanism has been framed to address customer grievances in a fair, transparent, and timely manner. The Board of Directors (“Board”) of CP Advisor Digital Pvt Ltd (“Company”) has adopted this mechanism in accordance with applicable laws and regulations, including:

The Guidelines on Digital Lending issued by the Reserve Bank of India (RBI) on September 2, 2022; and
The Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, as amended from time to time.

Applicability

This mechanism is applicable to any customer who has concerns or grievances relating to:

Services offered by CP Advisor Digital Pvt Ltd; or
Discrepancies or issues related to the processing of their personal or financial information by the Company.

Level 1 – Customer Support Team

Customers can lodge their complaints or feedback through the following channels:

Email: support@cpadvisordigital.in
Phone: +91 8200241300
Address: 303, 3rd Floor, Kashiwishvesher Complex, Jetalpur Road, Alkapuri, Vadodara - 390007

We aim to resolve all complaints within 7 (seven) working days from the date of receipt.

Level 2 – Nodal Officer / Grievance Redressal Officer

If the customer is not satisfied with the resolution provided at Level 1, the complaint can be escalated to our Nodal Officer:

Designation: Grievance Redressal Officer
Email: grievance@cpadvisordigital.in
Phone: +91 9235352356
CP Advisor Digital Pvt Ltd 303, 3rd Floor, Kashiwishvesher Complex, Jetalpur Road, Alkapuri, Vadodara - 390007

The Company will aim to respond to escalated complaints within 7 (seven) working days.

Level 3 – RBI Ombudsman (RB-IOS)

If the complaint is not resolved within 30 days or if the customer is unsatisfied with the final resolution, they may approach the Reserve Bank-Integrated Ombudsman Scheme, 2021 (RB-IOS). Complaints can be submitted at the RBI’s CMS portal:

Submit complaint via: https://cms.rbi.org.in

Internal Monitoring & Review

The Company will conduct regular internal reviews of this grievance mechanism to ensure:

Effectiveness of complaint handling
Patterns and causes of complaints
Training needs for staff
Continuous improvement in customer service standards