Legal

Grievance Redressal

Last updated 7 November 2026

If something has gone wrong with an assignment, a field visit or a communication, tell us. We will look into it and respond.

How to raise a grievance

Write to the Grievance Officer by email, or call either number above. If you write, please use the subject line "Grievance" so it is routed correctly.

What to include

• Your name and a way to reach you.
• The bank or financial institution involved.
• The loan, account or assignment reference, if you have it.
• The dates and places involved.
• What happened, in your own words.
• What you would like us to do.

What happens next

• We acknowledge your grievance within 7 working days.
• We aim to resolve it within 30 days of receiving it.
• If we need more time, we will tell you why and give you a new date.

If you are a borrower

You can also raise the matter with the bank that authorised the assignment, using that bank's own grievance process. We will cooperate with any review the bank carries out.

Records

Please keep a copy of your complaint and our replies. We keep a record of every grievance and how it was resolved.

No charge

There is no fee to raise a grievance.