Grievance Redressal
We are committed to resolving your concerns promptly and fairly. Our structured escalation mechanism ensures every complaint is heard, tracked, and resolved within defined timelines.
How the Grievance Process Works
Please exhaust internal channels before approaching external regulators. Each level has a defined resolution timeline.
Level 1 — Grievances Redressal Officer
Resolution within 10–15 daysFirst point of contact for all complaints. Register your grievance with our designated GRO who will acknowledge and resolve your concern.
Level 2 — Principal Nodal Officer
If unresolved after 15 days at Level 1If your complaint is not resolved within 15 days by the GRO, escalate to the Principal Nodal Officer for senior review.
Level 3 — MFIN (Microfinance Institutions Network)
If unresolved after 30 days at Level 2If your complaint remains unresolved after 30 days from the date of lodging with UFin, you may approach MFIN — the industry self-regulatory body.
Level 4 — Reserve Bank of India
If unresolved within one month of lodging with UFinIf the complaint remains unresolved within one month of lodging it with UFin, you may approach the RBI through any of the following channels:
Centralised Receipt and Processing Centre, 4th Floor, RBI, Sector-17, Central Vista, Chandigarh – 160017
Customer Feedback & Grievance Redressal Mechanism
As per UFin's compliance with RBI's Fair Practices Code and MFIN's Code of Conduct. Every Branch Office, Regional Office, and Corporate Office displays this process and contact numbers for customer use.
Field Level
- Branch team (Field Officers, Branch Managers) interacts with customers in Centre Meetings to collect feedback and address complaints.
- Unresolved complaints reported to immediate superiors — Cluster Managers, Area Managers, and Regional Managers.
- Any staff visiting from Corporate or Regional office must visit clients in centre meetings, take feedback, and resolve complaints.
- Both members and guarantors are trained on the grievance process during field training and at loan disbursement. Every repayment schedule and minutes book carries the Branch Manager contact number.
Branch Level
- Each branch maintains a complaint register kept in a place visible to visiting customers. Any customer can file a complaint.
- Branch Manager must resolve complaints within 7 days and present details with action taken report to Regional Manager and Corporate Office every month.
- Cluster Managers and Regional Managers visiting branches must check the complaint register and resolve any pending complaints.
- Every branch displays contact details of field officials — from BM to Head of Operations — on the customer notice board in the training hall.
Corporate Office Level
- Customers can contact the Grievance Redressal Officer at Head Office directly. Contact number is printed on every repayment schedule and minutes book.
- If not satisfied, customers can contact MFIN and Sa-dhan (industry SROs). Contact details are displayed at every branch.
- If unresolved within 1 month, customer may appeal to the officer in charge of Regional Office, MFIN, and DNBS — RBI.
Third Party Customer Protection
- Back office team calls all customers one day after loan disbursement as a customer protection measure.
- Call verifies: loan amount sanctioned vs disbursed, customer awareness of EMI / interest rate / tenure, fees collection details, and staff behavior during KYC / due diligence / disbursement.
- Any commission or bribe details are specifically checked.
- Discrepancies are escalated to Corporate Office. Consolidated report presented to UFin management in the monthly MR meeting.
Role of Internal Auditors
- Internal Auditors check that the complaint register is maintained at every branch and verify any unresolved complaints, reporting the same to Corporate Office.
- During field visits, IA interacts with customers for feedback and complaints.
- IA reports findings separately to the Audit Head.
MFIN Grievance Redressal Cell
Microfinance Institutions Network (MFIN)
403–404, 4th Floor, Emaar Palms Spring Plaza
Golf Course Road, Sector-54
Gurgaon-122003, Haryana
No:1A, Kaashyap Enclave, 1st Floor, New No:209, Old No:13A, Velacheri Main Road, Velacheri, Chennai-600042
Frequently Asked Questions
How long does it take to resolve a complaint?
Complaints registered with the GRO are resolved within 10-15 days. If escalated, each subsequent level has its own timeline as described in the escalation matrix above.
Can I directly approach RBI without contacting UFin first?
RBI advises customers to exhaust internal channels (GRO → PNO) before approaching the regulator. You may approach RBI if your complaint remains unresolved within one month of lodging it with UFin.
How will I know my complaint has been registered?
You will receive an acknowledgement via phone or email within 2 business days of registration, along with a reference number for tracking.
What information do I need to file a complaint?
Your full name, phone number, loan ID (if applicable), branch name, and a detailed description of the complaint. Supporting documents can be shared via email to the GRO.
Is there a toll-free number for complaints?
You can reach MFIN's toll-free number at 1800-102-1080 for Level 3 escalation. For Level 1, contact the GRO directly at +91 93810 22345.