Grievance Redressal
We are committed to resolving your concerns promptly and transparently. Our three-tier escalation framework ensures every complaint receives the attention it deserves.
Our Commitment to Fair Resolution
At KASHJET, we believe that trust is the foundation of responsible lending. Our Grievance Redressal Mechanism is designed in full compliance with the Reserve Bank of India (RBI) Digital Lending Guidelines, 2022, the RBI Integrated Ombudsman Scheme, 2021, and the Fair Practices Code for NBFCs.
Every complaint is logged with a unique reference number, tracked through our internal resolution system, and addressed within the regulatory timelines. We maintain complete transparency throughout the resolution process and provide regular status updates to the complainant.
Three-Tier Resolution Process
If your issue is not resolved at one tier, you can escalate to the next level for further review.
Customer Support
Your first point of contact for any queries, complaints, or service-related issues. Our trained support team handles the majority of concerns at this stage.
Nodal Grievance Officer
If your complaint is not resolved satisfactorily within 7 working days at Tier 1, or if you are dissatisfied with the resolution provided, you may escalate to our designated Nodal Grievance Officer.
RBI Ombudsman / Regulatory Escalation
If you are not satisfied with the resolution provided by our Nodal Grievance Officer within 30 days, or if you have not received a response within the stipulated timeframe, you have the right to escalate your complaint to the Reserve Bank of India's Integrated Ombudsman Scheme.
What Can You File a Complaint About?
You may file a complaint regarding any of the following issues:
How to File a Complaint
Via Email
Send a detailed email to support@kashjet.in with the following information:
- Your full name and registered mobile number
- Loan account number or application reference ID (if applicable)
- Detailed description of your complaint with relevant dates
- Copies of supporting documents (screenshots, statements, correspondence)
- Your expected resolution
Via Phone
Call our helpline at +91 9977071458 during business hours (Monday to Saturday, 9:00 AM – 7:00 PM IST). Our support executive will log your complaint and provide a reference number for tracking.
Via Written Letter
You may also send a written complaint by registered post or courier to:
Grievance Redressal Cell
KASHJET Technologies Pvt. Ltd.
302, Sahyog B, Goyal Nagar
Indore, Madhya Pradesh
452016, India
Your Rights & Protections
Right to Fair Treatment
You have the right to be treated with dignity and respect throughout the complaint resolution process. KASHJET and its lending partners strictly prohibit abusive or coercive recovery practices.
Right to Transparent Communication
You will receive clear, written communication at every stage of the complaint process, including acknowledgment, status updates, and the final resolution with reasons.
Right to Appeal
If you are dissatisfied with the resolution at any tier, you have the right to escalate to the next tier or directly approach the RBI Ombudsman.
Right to Privacy
All complaint-related information is treated as confidential and handled in accordance with our Privacy Policy and applicable data protection laws.
Protection Against Retaliation
Filing a complaint will not result in any adverse action against your account or loan terms. KASHJET guarantees protection against any form of retaliation for good-faith complaints.
Right to Regulatory Recourse
You always retain the right to approach the Reserve Bank of India, Consumer Courts, or any other regulatory authority, irrespective of the internal grievance process.
Last updated: May 15, 2026. This Grievance Redressal Policy is subject to periodic review and amendment in accordance with RBI directives.