Unicap Investments Private Limited (the “Company”), is a Non-Banking Financial Company registered with Reserve Bank of India having the registered office situated at 504, 5th Floor, Savitri Cinema Complex, Greater Kailash-2, Delhi- 110048. In terms of the RBI Master Directions – Non-Banking Financial Company Directions, as amended from time to time (“Directions”), every Non-Banking Financial Company under section 45-IA of the Reserve Bank of India Act, 1934 (“RBI Act”), It is essential that grievances of the customers are given due consideration and quick action is taken to resolve the same. To provide efficient and enhanced services to the customers and resolution of their grievances, the Company has adopted this Grievance Redressal Policy providing for an effective Grievance Redressal Mechanism. This policy has been framed in accordance with the principles of Non Banking Financial Company- Responsible Business Conduct Directions 2026 (as amended from time to time) prescribed by the Reserve Bank of India and shall ensure fair, transparent, timely and customer-centric grievance handling across all customer touchpoints, including digital lending channels, recovery activities, outsourced service providers and Lending Service Providers (LSPs).
The Company is committed to ensure transparency and fair dealings. The Company and all its employees as well as service providers (where applicable) are bound by the commitments provided as under:
The Board of Directors of the Company have appointed a Grievance Redressal Officer (GRO), who shall be responsible for overall functioning of the Grievance Redressal Mechanism of the Company. The Grievance Redressal Officer shall also be responsible to address grievances escalated to him / her and for ensuring prompt and efficient functioning of grievances redressal mechanism.
The Grievance Redressal Officer shall periodically review the nature of complaints received, identify recurring issues, recommend corrective actions and ensure that systemic deficiencies are addressed through appropriate process improvements
Any customer having grievance / complaint / feedback with respect to the service offered by the Company, may write to the Company’s Customer Service Department in the following manner:
First Escalation | Customer care | Phone: +91: 98121 35540 Email: info.unicapinvestments@gmail.com | If the issue is not resolved within 10 working days of raising the issue, the customer shall raise the issue with the Grievance Officer. |
Second Escalation | Grievance Officer | Name: Mr. Arvind Kumar Phone: +91:9650744988 Email: grievance@unicapinvestmentpl.com | If the issue is not resolved within 10 working days of raising the issue, the customer shall raise the further issue with the Nodal Officer |
Third Escalation | Nodal Officer | Name: Mr. Amit Singla Phone: +91:9650224063 Email: nodal@unicapinvestmentpl.com | After 20 days of no resolution, the Nodal officer shall endeavor to resolve grievances within a maximum period of 10 working days from the date of receipt. |
The closure of every complaint shall be communicated to the complainant through email, letter, SMS or any other suitable mode. In all cases, the Company shall endeavour to resolve grievances within a maximum period of 30 days from the date of receipt. If the Company fails to resolve the complaint within 30 days or if the customer is dissatisfied with the resolution, the customer may lodge a complaint under the Reserve Bank – Integrated Ombudsman Scheme, 2021 through the RBI Complaint Management System (CMS).
Customers shall have the right to:
The Company shall remain responsible for the resolution of complaints relating to Lending Service Providers, Digital Lending Applications, outsourced service providers and recovery agents engaged by or on behalf of the Company.
Customers shall not be required to separately approach any third-party service provider for resolution of grievances
In case of digital lending, the Company shall ensure that borrowers are provided with clear and accessible channels for raising grievances through digital platforms. Complaints relating to digital lending, including those involving Lending Service Providers (LSPs), shall be resolved in accordance with RBI Digital Lending Guidelines. Complaints relating to customer consent, data sharing, digital interfaces, Key Fact Statement, Lending Service Providers and digital collection practices shall also be covered under this Policy
The Compliance Department shall periodically review customer complaints and place a summary of complaints received, disposed of and pending before the Board of Directors at least annually or at such intervals as may be considered appropriate.
All complaints shall be handled confidentially. Customer information shall be used solely for grievance resolution and regulatory compliance purposes. Information relating to complaints shall be accessed only by authorised personnel and shall be retained only for the period required under applicable law and internal record retention policies.
Complaint records and related documents shall be preserved for such period as may be prescribed under applicable laws and RBI directions or as per the Company's Record Retention Policy, whichever is longer. The Company shall analyse complaint trends periodically to identify recurring operational, technological or service deficiencies and implement suitable corrective and preventive measures.
This Policy shall also apply to complaints arising from the acts or omissions of the Company's employees, recovery agents, collection agencies, outsourced service providers, Lending Service Providers (where applicable), and other authorised representatives.
The Grievance Redressal Officer's name, contact number, email address and escalation mechanism shall also be displayed on the Company's website and at every customer interaction
point.The Grievance Redressal Policy shall be displayed on the Company’s website and made available at all branches / points of customer interface. No customer shall be subjected to retaliation, discrimination or adverse treatment merely because he or she has filed a complaint against the Company or its employees, recovery agents or outsourced service providers.
The Board shall review this policy at least annually and when there is any amendment in the applicable RBI Directions or any material regulatory development affecting grievance redressal, digital lending or customer protection
The Company shall undertake periodic analysis of recurring complaints to identify systemic issues and implement corrective measures wherever necessary.
If at any point a conflict of interpretation / information between the policy and any regulations, rules, guidelines, notification, clarifications, circulars, master circulars/ directions issued by relevant authorities (“Regulatory Provisions”) arises, then interpretation of the Regulatory Provisions shall prevail.
In case of any amendment(s) and/or clarification(s) to the Regulatory Provisions, the policy shall stand amended accordingly from the effective date specified as per the Regulatory Provisions.
Complaint Type | Illustrative Example | Target Resolution |
Loan Processing | Delay insanction/disbursement | As per Policy Timeline |
Charges | Interest, fees, penal charges | Within internal timeline |
Recovery | Recovery Agent Conduct,harassment | Priority handling |
Digital Lending | KFS, consent, LSP, DLA | Priority handling |
Data Privacy | Unauthorized disclosure | Priority handling |
General Services | Any other services | Within Policy timeline |
Include the following principles: