Grievance Redressal

Rent Hatke Private Limited is committed to providing a transparent and effective grievance redressal mechanism. This policy ensures timely resolution of customer complaints in compliance with the RBI’s Digital Lending Guidelines and Fair Practices Code.

1. How to Raise a Grievance

You can raise a grievance through any of the following channels:

• Email our support team at care@renthatke.com.
• Raise a ticket from your RentHatke dashboard.

Information to include:

• Your registered mobile number
• Application ID or Loan ID (if applicable)
• Category of complaint
• A detailed description of the issue
• Supporting documents (screenshots, receipts, etc.)
• Your expected resolution

2. Grievance Categories

• Payment & EMI issues
• Mandate / auto-debit problems
• Document-related queries
• Property & landlord details
• Loan terms & charges
• Data privacy concerns
• Service quality issues
• Other

3. Escalation Matrix

If your grievance is not resolved to your satisfaction, you may escalate through the following levels:

• Level 1 — Customer Support: Raise your complaint via email or dashboard. Our support team acknowledges within 24 hours and responds within 48 hours at care@renthatke.com.
• Level 2 — Grievance Officer: If you are not satisfied with the Level 1 resolution within 7 working days, escalate to our Grievance Officer at infra@renthatke.com. Resolution within 15 working days.
• Level 3 — Lending Partner: For loan-specific grievances, contact the respective lending partner’s grievance officer as mentioned in your loan agreement. Timelines as per the lender’s policy.
• Level 4 — RBI Ombudsman: If the complaint remains unresolved after 30 days, you may approach the RBI Ombudsman for Banking/NBFC at cms.rbi.org.in.

4. Resolution Timeline

• 24 hours: Acknowledgement of your complaint.
• 7 working days: First-level resolution attempt.
• 15 working days: Final resolution by the Grievance Officer.
• 30 days: After which an unresolved complaint can be escalated to the RBI Ombudsman.

5. Contact Us

For any grievance or escalation, please reach out using the details below: