Grievance Redressal Policy
Our formal policy framework for receiving, processing, and resolving customer grievances in a fair and timely manner.
Last updated: June 2025
1. Objective
The objective of this Grievance Redressal Policy is to ensure that KadaNone has a structured and customer-centric system for addressing all complaints, queries, and feedback from customers, and to resolve them in a fair, transparent, and timely manner in accordance with the Reserve Bank of India (RBI) guidelines on Fair Practices Code for NBFCs.
2. Scope
This policy applies to all customers who have used or are using KadaNone's platform and services, including but not limited to:
- Loan applications and processing complaints.
- Disbursal-related issues.
- Repayment and EMI-related complaints.
- KYC and documentation issues.
- Service quality and platform-related feedback.
- Data privacy concerns.
3. Channels for Lodging Grievances
Customers may lodge complaints through the following channels:
- Email: support@kadanone.com
- Online Form: Contact Us page
- In-App Support: Via the KadaNone mobile application
4. Complaint Registration
Upon receipt of a complaint, KadaNone shall:
- Acknowledge the complaint within 1 business day with a unique ticket/reference number.
- Investigate the issue and provide a resolution within 5 business days.
- If additional time is required, communicate the reason for delay and expected resolution date.
5. Escalation Matrix
| Level | Contact | Resolution Time |
|---|---|---|
| Level 1 – Customer Support | support@kadanone.com | 2 Business Days |
| Level 2 – Grievance Officer | grievance@kadanone.com | 7 Business Days |
| Level 3 – NBFC Grievance Officer | grievance@sampatisecurities.com | 15 Business Days |
| Level 4 – RBI Ombudsman | cms.rbi.org.in / 14448 | 30 Days (RBI timeline) |
6. Monitoring & Review
KadaNone's management shall review the grievance redressal mechanism periodically to identify systemic issues, ensure timely resolution, and improve customer experience. The policy shall be reviewed at least annually or whenever there is a material regulatory change.
7. Non-Retaliation
KadaNone assures all customers that lodging a complaint will have no adverse effect on their loan application or existing loan account. We do not penalize or discriminate against customers who raise grievances.
8. Policy Availability
This policy is publicly available on our website and is provided to customers upon request. A summary of this policy is also displayed in the KadaNone mobile application under the "Help & Support" section.