1. Our commitment
BIG LOANS Capital Advisors LLP is committed to providing a transparent, fair, and efficient grievance redressal mechanism for all complaints relating to our advisory services, website, data handling, or any other matter within our scope.
This Grievance Redressal Policy is published in accordance with the Digital Personal Data Protection Act, 2023, the Consumer Protection Act, 2019, and applicable regulatory guidance. It describes how you may raise a grievance, the multi-tier process we follow, expected response timelines, and external escalation options.
2. Scope
You may raise a grievance under this policy regarding:
- Quality, timeliness, or conduct of our advisory services
- Handling of your personal data by BIG LOANS
- Information published on our website
- Fees, billing, or engagement-letter related matters
- Conduct of any BIG LOANS partner, employee, or representative
For matters relating to a specific lender's decision, sanction, disbursement, or post-sanction service — these are outside BIG LOANS' scope and should be addressed to the relevant lender's grievance redressal channel.
3. Multi-tier escalation
We follow a three-tier escalation process:
Tier 1 — Engagement team
Raise the issue first with your engagement team — usually the BIG LOANS partner managing your mandate, or the relevant point of contact you have been interacting with. Most issues can be resolved at this level promptly.
Tier 2 — Grievance Officer
If unresolved within 7 working days at Tier 1, or if you prefer to escalate directly, write to the Grievance Officer:
Grievance Officer
BIG LOANS Capital Advisors LLP
Email: grievance@bigloans.in
The Grievance Officer is independent of the engagement teams and is empowered to take corrective action.
Tier 3 — Managing Partner
If you remain dissatisfied with the Grievance Officer's response, you may escalate to the Managing Partner:
Managing Partner
BIG LOANS Capital Advisors LLP
Email: mp@bigloans.in
4. How to file a grievance
To enable us to act on your grievance efficiently, please include:
- Your full name, company name, contact email and phone number
- A clear description of the issue, including dates, names of individuals involved, and reference numbers if any
- Any supporting documents (emails, contracts, screenshots, etc.)
- The resolution or outcome you are seeking
You can file a grievance by:
- Email — grievance@bigloans.in (preferred)
- Contact form — via the Contact page, selecting "Grievance" as the subject
- Postal mail — to our registered office (please request the address via email first)
5. Acknowledgment & response timelines
We follow these timelines:
- Acknowledgment of receipt: within 2 working days of receiving your grievance
- Initial substantive response: within 7 working days for Tier 1; within 10 working days for Tier 2
- Final resolution: within 30 days of receipt, save in exceptional circumstances
- For DPDP-related grievances: per timelines prescribed under the DPDP Act and rules notified thereunder
Each grievance receives a unique reference number which you can use to track progress.
6. Confidentiality
All grievances are treated as confidential. Only personnel directly involved in investigating and resolving the grievance will have access to the details. We will not retaliate against any person for raising a grievance in good faith.
7. External escalation
If you are not satisfied with BIG LOANS' internal grievance redressal, you may approach external bodies. Note that BIG LOANS, being a debt advisor and not a regulated lender, may be outside the direct purview of some banking-specific ombudsman schemes.
For data protection grievances
Data Protection Board of India — established under the DPDP Act for adjudication of data-protection complaints. Refer to the official website for the current contact and submission process.
For consumer grievances
Consumer Disputes Redressal Commissions — District, State, and National Commissions established under the Consumer Protection Act, 2019, depending on the value of the claim.
For lender-related grievances
If your grievance relates to a specific lender's sanction, disbursement, or post-sanction service, you may approach that lender's grievance redressal mechanism, and subsequently:
- RBI Ombudsman — for grievances against RBI-regulated banks and NBFCs, under the Reserve Bank — Integrated Ombudsman Scheme
- SEBI SCORES — for grievances against SEBI-regulated entities (AIFs, debenture trustees, etc.)
8. No-cost mechanism
BIG LOANS does not charge any fee for filing or processing a grievance under this policy. External bodies (Consumer Commission, Ombudsman, etc.) may have their own fee structures.
9. Policy review & updates
This Grievance Redressal Policy is reviewed annually, or whenever there is a material change in applicable law, regulatory guidance, or our internal processes. The current version is always available at this URL with the "Last updated" date indicated at the top.
10. Contact
For any questions about this Grievance Redressal Policy or to file a grievance:
Grievance Officer
BIG LOANS Capital Advisors LLP
Email: grievance@bigloans.in