Step 1:
1. As the company operates through a web-based P2P platform, the customer needs to lodge a complaint/grievance by sending a mail to support@lendenclub.com or to the company through the official website https://www.lendenclub.com with subject line “Complaint & Grievance Register”.
2. The company shall respond to the complaint within 15 calendar days (The office would be operational between 09.30 am to 05.30 pm from Monday to Friday (except a Public Holiday)) from the date of receipt of the complaint.
3. The Company shall examine and respond to the complaint via email or phone (recorded lines). In a case where the complaint requires more than the stipulated time, reasonable justification shall be provided by the Company.
Step 2:
1. If the customer is still not satisfied with the response received, or if the customer does not receive any response within 15 calendar days, then the customer can write, mail, fax or call the Grievance Nodal Officer of the company as mentioned below:
Name: Mr. Aditya Shirodkar
Address: Gala 101, CTS No. 141, Kuber Chembers, Datta Mandir Road, Malad East, Mumbai – 400097, Maharashtra, India.
E-mail ID: grievance@lendenclub.com | Contact Number: 022 48913091
Principal Nodal Officer: Ms. Shivangi Agarwal
Address: Gala 101, CTS No. 141, Kuber Chembers, Datta Mandir Road, Malad East, Mumbai – 400097, Maharashtra, India.
E-mail ID: pno@lendenclub.com
2. The Grievance Nodal Officer should maintain a detailed record of all the complaints/grievances received through any of the mediums above and ensure that the same are redressed within 15 calendar days.
Step 3:
1. If customers’ complaints still remain unresolved and are not redressed within a period of one month, then the customers may approach the regulatory authority of Non-Banking Financial Companies, i.e., Reserve Bank of India for the redressal of customer complaints at the below address/es:
Name: The Officer In-Charge
Address: Centralised Receipt & Processing Centre (CRPC) Reserve Bank of India 4th floor, Sector 17, Chandigarh – 160017
E-mail ID: crpc@rbi.org.in
Toll Free Number: 14448″ RBI CMS (https://cms.rbi.org.in) and Sachet Portal (https://sachet.rbi.org.in).
Salient Features of the Scheme
In accordance with the latest RBI mandates, this policy adopts the following features of the Integrated Ombudsman Scheme:
- One Nation, One Ombudsman: Provides a single point of reference for all customer complaints against the Company.
- Broad Definition of Deficiency: “Deficiency in service” covers any shortcoming or inadequacy in all services provided by the Company.
- No Monetary Limit: There is no limit on the amount in dispute that can be brought before the RBI Ombudsman.
- Compensation Powers: The Ombudsman may award compensation up to ₹20 lakh for financial loss and up to ₹1 lakh for mental anguish / harassment.
- Swift Timelines: Customers may approach the Ombudsman within 90 days of the Company’s final response or expiry of the 30-day resolution period.
More Details – https://rbidocs.rbi.org.in/rdocs/content/pdfs/SCHEME16012026_A.pdf