Partner GRM Policy

1. Purpose of the Policy

This Partner GRM Policy is designed to provide a structured and transparent mechanism for our business partners, vendors, and third-party associates to raise concerns, complaints, or grievances related to their interactions with LoanOne. We aim to resolve issues promptly, maintain strong partnerships, and comply with applicable laws and regulations in India, including guidelines from the Reserve Bank of India (RBI) and other regulatory bodies.

2. Scope

This policy applies to all partners, vendors, contractors, and third-party service providers working with LoanOne, covering grievances related to contractual agreements, payments, service quality, partnership terms, or any other business interactions with our organization.

3. Grievance Redressal Process

We follow a systematic process to address and resolve partner grievances:

• Submit your grievance through our partner portal, email, or phone.
• We will acknowledge your complaint within 24 hours of receipt.
• Our Partner Relations team will investigate and attempt to resolve the issue within 7 working days.
• If the issue requires escalation, it will be referred to our Partner GRM Officer, who will resolve it within 30 days as per regulatory guidelines.
• You will receive regular updates on the status of your grievance via email or phone.

4. Partner GRM Officer

Our designated Partner GRM Officer is responsible for handling escalated complaints from partners. You may contact them directly if your issue is not resolved satisfactorily at the initial level.

5. Escalation to Regulatory Authorities

If your grievance remains unresolved within 30 days or you are dissatisfied with our response, you may escalate the matter to the Reserve Bank of India (RBI) or the relevant regulatory authority in India. Contact details for the RBI’s Ombudsman are available on their official website.

6. Confidentiality

All partner grievances and related information will be treated with strict confidentiality. We will not disclose your business details or sensitive information to third parties without your consent, except as required by law or regulatory authorities.

7. Non-Retaliation

We prohibit any form of retaliation against partners who raise legitimate grievances in good faith. Partners are encouraged to report concerns without fear of adverse consequences.

8. Policy Updates

We reserve the right to update or modify this Partner GRM Policy at any time. Any changes will be effective immediately upon posting on our partner portal, website, or app. We recommend reviewing this policy periodically for updates.

9. Contact Us

For any questions or to submit a grievance, please contact our Partner Relations team at partnerrelations@LoanOne.com or [Your Contact Number]. We are committed to maintaining strong partnerships and addressing your concerns promptly.