Grievance Redressal Policy

Yuvaraj Finance Private Limited (“us”, “we”, or “Yuvaraj”) is a registered NBFC (Non-banking Financial Company) and the owner of the internet resource yuvalms.in as well as the personal loan application by the name Yuva, through which it offers financial products and services (“Platform”).

We aim to make users (“You” or “Customer” or “User”) of our Platform understand the detailed procedure how Users` complaints/grievances on services availed through the Platform (“Services”) are handled and resolved by the us.

The objective of this policy is to provide a framework for the resolution of grievances in a fair, transparent, and timely manner, ensuring customer satisfaction and adherence to regulatory requirements.

Key Pointers

1. Resolution to the complaints/queries or disputes in an established timeline.
2. Ensuring all customers are heard via different redressal channels at their convenience.
3. Several levels of escalations with turnaround times for each level mentioned upfront
4. Grievance Redressal channels communicated to the customer in the loan agreement/KFS.
5. Strict measures for ensuring SLA at each level.

Stage 1: Customer Care

Customers can submit their grievances through multiple channels including:

1. Email: care@yuvalms.in
2. By phone: +91 2268492904
3. Via Website: yuvalms.in 
4. Via Post/courier: 77-8-4, Yuvaraj Soudha, R.T.C Complex Road, Rajahmundry-533101, Attn: Customer Care

Stage 2: Grievance Redressal Officer

If the customer is not satisfied with the resolution provided at Stage 1, they can escalate the grievance to the Grievance Redressal Officer.

Escalation can be done through:

1. Email: grievance@yuvarajfinance.in
2. by Phone : +91 2268492996. You may call between 9:00 am and 6:00 pm from Monday to Saturday.
3. Via Post/courier: 77-8-4, Yuvaraj Soudha, R.T.C Complex Road, Rajahmundry-533101, Attn: Grievance Redressal Officer.

Customers can also walk-in to the office of Yuvaraj Finance Private Limited for grievance redressal, the address of which is given above.

Depending on the query/dispute/grievance, a reply/resolution on each stage may take up to 30 days.

External grievance redressal. Complaints to Ombudsman

While we place immense importance in customer satisfaction, and have established a grievance redressal mechanism to address the grievances and complaints of our customers, any customer not satisfied with our responses may contact the Ombudsman online through the portal (https://cms.rbi.org.in) or submit through electronic or physical mode to the Centralised Receipt and Processing Centre 4th Floor, Sector 17, Chandigarh – 160017. Contact Centre with a toll-free number – 14448 (9:30 am to 5:15 pm).

Changes to This Policy

We may update our Grievance Redressal Policy from time to time. Thus, you are advised to review this page periodically for any changes. We will notify you of any changes by posting the new Policy on this page. These changes are effective immediately after they are posted on this page.

Contact Us

If you have any questions or suggestions about our Grievance Redressal Policy, do not hesitate to contact us using the Platform facility or any communication method (contact) provided on the Platform.