This is the Grievance Redressal Policy of Jacaranda Capital Limited, the RBI-registered Non-Banking Financial Company that provides loans through the ReadyRupee platform. It is published here for the information of ReadyRupee customers.
Approved by the Board of Directors · Last reviewed: 2 April 2026
1. Objective
Jacaranda Capital Limited is committed to treating customers fairly and to resolving complaints promptly, courteously and transparently. This Policy sets out the channels available to customers, the escalation matrix and the timelines the Company shall observe, in line with the Reserve Bank of India (Non-Banking Financial Companies — Responsible Business Conduct) Directions, 2025 and the Reserve Bank — Integrated Ombudsman Scheme, 2021, to the extent applicable.
2. What Constitutes a Grievance
A grievance is any expression of dissatisfaction about the Company's products, services, employees, agents or processes — including issues relating to loan sanction or rejection, interest or charges, recovery conduct, data or privacy concerns, and deficiencies in service.
3. How to Register a Complaint (Level 1)
- Email: support@jacarandacapital.in
- Phone: +91-11-44750631 (Mon–Sat, 10:00 AM – 6:00 PM)
- In writing / in person: Jacaranda Capital Limited, 55, Patparganj Industrial Area, New Delhi – 110092.
Every complaint shall be acknowledged within 48 working hours with a reference number, and the Company shall endeavour to resolve Level 1 complaints within 10 working days.
4. Escalation to the Grievance Redressal Officer (Level 2)
If the resolution at Level 1 is delayed beyond 10 working days or is unsatisfactory, the customer may escalate to the Grievance Redressal Officer: Nodal Officer, Email: nodalofficer@jacarandacapital.in, Phone: +91-11-44750631, Address: 55, Patparganj Industrial Area, New Delhi – 110092. The Grievance Redressal Officer shall examine the complaint and issue a final response within 30 days of the first receipt of the complaint by the Company.
5. Escalation to the Reserve Bank of India (Level 3)
If the complaint is not resolved within 30 days, or the customer is not satisfied with the final response, the customer may lodge a complaint with the RBI through the Complaint Management System at cms.rbi.org.in, or send the complaint in the prescribed format to the Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017, under the Reserve Bank — Integrated Ombudsman Scheme, 2021, where applicable. Customers may also verify entity registration and report concerns via RBI Sachet (sachet.rbi.org.in).
6. Display and Awareness
The name and contact details of the Grievance Redressal Officer, the escalation matrix and the RBI complaint channels shall be displayed prominently at the registered office and all places where business is transacted, and on the Company's website.
7. Monitoring and Reporting
A register / log of all complaints, their nature, turnaround time and resolution shall be maintained. A summary of complaints received and redressed shall be placed before the Board at periodic intervals, along with a root-cause analysis of recurring issues, and shall inform the periodic review of the functioning of the grievance redressal mechanism.
Review of this Policy
This Policy shall be reviewed by the Board of Directors at least once a year, and earlier whenever changes in applicable law or Reserve Bank of India directions so require. Any amendment shall take effect upon approval by the Board.