Grievance Redressal

Last updated: 16 July 2026

⚠️ Draft for review. This is boilerplate to be reviewed and finalised by legal counsel before Kredilo begins lending operations.

We take every complaint seriously. This page explains how to reach us, who is responsible, and how quickly you can expect a resolution. Loans on Kredilo are issued by our NBFC partner, Maple Mercantile Private Limited (Maple Finance); complaints about a sanctioned loan can be escalated to the lender’s officer below.

Level 1 — Kredilo customer support

Email [email protected] with your registered mobile number and a description of the issue. We aim to acknowledge within 48 hours and resolve within 7 working days.

Level 2 — Kredilo grievance officer

If unresolved, write to [email protected]. Please include your earlier ticket details. Expected resolution: within 15 working days of escalation.

Level 3 — Lender’s Nodal / Grievance Officer (Maple Finance)

For complaints concerning the loan itself (sanction, disbursal, interest, repayment, closure), contact the lender directly:

Entity: Maple Mercantile Private Limited
Officer: Nodal Officer — Customer Grievances
Email: [email protected]
Phone: +91 33 4000 1996
Registered office: CJ-30, Salt Lake City, Sector-3, Bidhannagar, North 24 Parganas, West Bengal – 700091

Level 4 — RBI

If your complaint is not resolved within 30 days, you may escalate to the Reserve Bank of India under the Reserve Bank – Integrated Ombudsman Scheme via the RBI Complaint Management System at cms.rbi.org.in.