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Grievance Policy
📋 Table of Contents
At Pragati Loan, every customer complaint is taken seriously. We are committed to resolving all grievances in a fair, transparent, and timely manner.
01 — Commitment
Our Commitment
Pragati Loan is committed to providing fair and transparent financial services. If you are dissatisfied with any aspect of our service, we want to hear from you. Our Grievance Redressal Mechanism ensures:
- Every complaint is acknowledged within 24 hours of receipt
- All grievances are treated with confidentiality and impartiality
- Resolution provided within 30 days as per RBI guidelines
- No customer is penalised for lodging a genuine complaint
- Systemic issues identified through complaints are addressed at the root
02 — Lodge a Complaint
How to Lodge a Complaint
You may submit a complaint through any of the following channels:
- Email: info@pragati.com — include your loan account number and contact details
- Phone: +91-8826 43357 — Mon to Sat, 9 AM to 7 PM
- WhatsApp: +91-8826 43357 — available during business hours
- In Person: Visit our office at Connaught Place, New Delhi – 110001
- Written Letter: Addressed to the Grievance Redressal Officer, Pragati Loan
Please provide your full name, loan account number, contact information, and a clear description of your complaint to enable faster resolution.
03 — Process
Grievance Redressal Process
- Complaint received and acknowledged via email/SMS within 24 hours
- Unique complaint reference number assigned for tracking
- Investigation initiated by our customer service team within 3 working days
- Resolution proposed and communicated to the customer
- If accepted — case closed with confirmation in writing
- If not resolved at Level 1 — escalated to Grievance Redressal Officer (GRO)
- Final resolution provided within 30 days of original complaint date
04 — Escalation
Escalation Matrix
- Level 1 — Customer Support: info@pragati.com | Resolution within 7 days
- Level 2 — Grievance Redressal Officer (GRO): gro@pragati.com | Resolution within 15 days
- Level 3 — Nodal Officer / Senior Management: nodal@pragati.com | Resolution within 30 days
- Level 4 — RBI Banking Ombudsman: If unresolved after 30 days (see below)
05 — RBI Ombudsman
RBI Banking Ombudsman
If your complaint remains unresolved after 30 days, or if you are unsatisfied with our resolution, you may escalate to the RBI's Integrated Ombudsman Scheme:
RBI Complaint Portal: cms.rbi.org.in | Toll-Free: 14448 | This service is free of charge and available to all borrowers.
06 — Timelines
Resolution Timelines
- Complaint acknowledgement — within 24 hours
- Simple queries and information requests — within 3 working days
- Account-related complaints — within 7 working days
- Complex investigations — within 21 working days
- Final resolution (all categories) — within 30 calendar days as per RBI mandate
Have questions about this policy?
Our compliance team is happy to clarify anything — reach out anytime.
