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Customer Service

Grievance Redressal Mechanism

BT Finance Private Limited is committed to resolving every concern promptly, fairly, and transparently — in full compliance with RBI Digital Lending Directions, 2025.

15
Days — Level 1 Resolution
30
Days — GRO Final Response
3
Escalation Levels
0
Cost to Raise a Complaint
Our Commitment

We take every concern seriously

BT Finance Private Limited (RBI Reg. No. B.05.00238) is a Non-Banking Financial Company registered with the Reserve Bank of India. Our grievance redressal mechanism is designed in accordance with the RBI (Digital Lending) Directions, 2025, the RBI Fair Practices Code, and the Digital Personal Data Protection Act, 2023.

This page covers how to raise a complaint, who handles it, how long it takes, and your rights as a borrower — including escalation to the RBI Ombudsman.

Complaint Categories

What can you raise a grievance about?

We handle complaints across all aspects of your borrowing experience with BT Finance.

💰
Loan Disbursement
Delays, incorrect amounts, or disbursals to wrong accounts
📋
Loan Terms & KFS
Undisclosed charges, interest rate disputes, KFS not provided
🔁
Repayment & EMI
EMI deduction errors, NACH/mandate issues, prepayment disputes
📊
Credit Bureau Reporting
Incorrect CIBIL/CRIF reporting, dispute of delinquency status
🔒
Data Privacy & Misuse
Unauthorized data access, excessive permissions, data breach
📞
Recovery Practices
Harassment, calls outside permitted hours, third-party intimidation
❌
Loan Rejection
No reason communicated, unfair rejection without basis
🧾
NOC / Closure
Delay in No Objection Certificate after full repayment
📱
App / Technical Issues
Login problems, KYC failures, document upload errors
🤝
Cooling-off Period
Request to cancel loan within cooling-off period not honoured
📝
Statement of Account
Not provided, delayed, or containing errors
⚖️
Any Other Concern
Anything that affects your experience as a borrower
Resolution Process

Three-level grievance process

Start at Level 1. If unresolved within the stated timeframe, escalate to the next level. All complaints are free of charge.

1
Level 1 · First Contact

Customer Support

Raise your complaint directly with our customer support team via any of the channels below. This is the fastest resolution path for most issues including EMI queries, app issues, and account statements.

📧 support@btfinance.in📞 7412080203✉️ Written complaint to Corporate Office, Jaipur
⏱ Resolution within 15 business days
2
Level 2 · Nodal Officer

Grievance Redressal Officer (GRO)

If your complaint is not resolved at Level 1 within 15 business days, or you are dissatisfied with the response, escalate to our designated Nodal Grievance Redressal Officer. Per RBI (Digital Lending) Directions, 2025, the GRO's details are mandatorily disclosed here.

Nodal Grievance Redressal Officer

Priya Agrawal

Grievance Officer — BT Finance Private Limited

Emailpriya.agrawal@btfinance.in
Phone7412080203
Post344, 3rd Floor, Sunny Mart, New Atish Market, Mansarovar, Jaipur – 302020
🕙
10:00 AM – 6:00 PM
Monday to Friday (Excluding Public Holidays)

When writing to the GRO, please include:

  • Your full name and registered mobile number
  • Loan account number / Application ID
  • Description of the complaint and prior reference number (if any)
  • Supporting documents if applicable
⏱ Acknowledgement within 3 business days · Final response within 30 days
3
Level 3 · Regulatory Escalation

RBI Complaint Management System (CMS)

If your complaint remains unresolved or you have not received a response within 30 days of writing to our GRO, you have the right to escalate to the Reserve Bank of India — at no cost to you.

RBI Integrated Ombudsman Scheme (RBI-IOS)

The RBI Integrated Ombudsman covers all complaints against NBFCs. You can file a complaint online, by post, or by calling the RBI Helpline. There is no fee for filing. The Ombudsman's decision is binding on the NBFC up to ₹20 lakhs.

🔗 File on CMS Portal🛡 Sachet Portal

Toll-Free Helpline: 14448  |  Monday – Saturday, 9:30 AM – 5:15 PM

Post: Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017

⚠ Escalate only after 30 days from GRO complaint, or if dissatisfied with resolution
4
Level 4 · Legal Recourse

Consumer Forum / Court of Law

As a borrower, you also have the right to approach the National Consumer Disputes Redressal Commission (NCDRC) or a civil court of competent jurisdiction, independent of the RBI Ombudsman process.

🏛 District Consumer Forum🏛 State Consumer Commission🏛 NCDRC (ncdrc.nic.in)
Timelines

Resolution turnaround times

We are committed to the following turnaround times. All timelines run from the date of complaint receipt.

General queries (EMI, statement, app)
Acknowledgement
Same day / next business day
Resolution
5–7 business days
Disbursement disputes
Acknowledgement
Within 2 business days
Resolution
10 business days
Repayment / NACH errors
Acknowledgement
Within 2 business days
Resolution
10 business days
Credit bureau correction request
Acknowledgement
Within 3 business days
Resolution
30 days (bureau coordination)
Data privacy / DPDP grievance
Acknowledgement
Within 2 business days
Resolution
15 business days
Recovery / harassment complaint
Acknowledgement
Within 1 business day
Resolution
7 business days
NOC after full repayment
Acknowledgement
Within 2 business days
Resolution
7 business days
GRO escalation (all categories)
Acknowledgement
Within 3 business days
Resolution
30 days (outer limit)
Note: If a complaint cannot be resolved within the stated timeframe due to complexity or third-party dependencies (e.g. credit bureau), we will communicate the reason and revised timeline in writing within the original TAT period.
Borrower Rights

Your rights as a borrower

Under the RBI Digital Lending Directions, 2025 and the Fair Practices Code, you are entitled to the following.

Right to Key Fact Statement

You must receive a KFS disclosing APR, all charges, repayment schedule, and grievance contact — before loan acceptance.

Right to Cooling-Off Period

You may cancel your loan within the cooling-off period (as stated in your loan agreement) by repaying principal + pro-rata interest, with no penalty.

Right to Data Privacy

We collect only data necessary for credit appraisal. You may withdraw consent for data use at any time (subject to regulatory obligations). No data is sold to third parties.

Right to Transparent Recovery

Recovery agents must identify themselves before contact. Calls are permitted only between 7:00 AM and 7:00 PM. Harassment is prohibited and reportable.

Right to Statement of Account

You are entitled to a loan statement on demand, at no charge, at any point during the loan tenure.

Right to Loan Closure

Upon full repayment, we must issue an NOC and update your credit bureau record within 7 business days.

Right to Fair Rejection

If your application is rejected, we will communicate the primary reason (e.g. bureau score, eligibility) in writing.

Right to Escalate

You can escalate to the RBI Ombudsman if dissatisfied — at zero cost — after 30 days of an unresolved GRO complaint.

File a Complaint

Raise your grievance online

Use any channel below. We recommend email for a written record.

📬

Submit a Complaint

Email us at support@btfinance.in or priya.agrawal@btfinance.in with your complaint details and loan reference number. We will acknowledge within 3 business days.

✉️ Email GRO Directly
Important: Please retain your complaint reference number for tracking. All communications from BT Finance will be on the official email domain (@btfinance.in). Never share OTPs, passwords, or net banking credentials with anyone claiming to be from BT Finance.
Regulatory Framework

Legal & regulatory basis

This grievance redressal mechanism is governed by the following RBI directions and applicable laws.

RBI (Digital Lending) Directions, 2025
Reserve Bank of India
Primary framework — DLA conduct, KFS, GRO disclosure, CIMS reporting
RBI Fair Practices Code for NBFCs
Reserve Bank of India
Transparency in loan terms, recovery conduct, borrower rights
RBI Integrated Ombudsman Scheme, 2021
Reserve Bank of India
External escalation and binding arbitration for NBFC disputes
Digital Personal Data Protection Act, 2023
Ministry of Electronics & IT
Data collection consent, processing limits, grievance for data misuse
Consumer Protection Act, 2019
Ministry of Consumer Affairs
Basis for consumer forum / NCDRC escalation
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