1. Introduction
Vector Finance Private Limited (“the Company”) is committed to providing transparent, fair, and customer‑centric digital lending services through its mobile application “Vectorblink” and website. This Grievance Redressal Policy is framed in accordance with the latest Reserve Bank of India (RBI) guidelines on Digital Lending, Fair Practices Code, and Customer Service.
The policy aims to ensure timely and effective resolution of customer grievances.
2. Objective
- To ensure a uniform and efficient approach in handling customer complaints.
- To provide customers with a clear mechanism for escalation.
- To comply with RBI’s Digital Lending Guidelines and Fair Practices Code.
3. Scope
This policy covers all digital lending‑related services offered by Vector Finance Private Limited through:
- Vectorblink Mobile Application
- Vectorblink Website
- Partner Loan Service Providers (LSPs) and Lending Service Providers (if any)
4. Grievance Redressal Officer (GRO)
As mandated by RBI, the Company has appointed a dedicated Grievance Redressal Officer (GRO) to oversee and manage customer complaints related to digital lending activities.
Grievance Redressal Officer (GRO):
Name: Priyanshu Gupta
Address: ASO 502, 5th floor, south block, Astra Towers, Action Area IIC, Newtown, New Town, West Bengal 700161
Email: grievance@vectorfinance.com
Contact: 1800 889 1002
Working Hours: Mon–Sat, 10:00 am–7:00 pm IST
Turnaround Time (TAT): 7 working days
5. Customer Complaint Registration Process
a) Primary Level – Customer Support
Customers may lodge complaints through:
- In‑App Support (Help/Support section in Vectorblink app)
- Email: customercare@vectorfinance.in
- Phone: 1800 889 1002
- Website Contact Form: vectorblink.com/contact
Working Hours: Mon–Fri, 9:00 AM – 6:00 PM IST
TAT: 48 hours for acknowledgement and 5 working days for resolution.
b) Escalation to Grievance Redressal Officer
If customers are unsatisfied with the response received at the primary level or do not receive a response within the defined timeline, they may escalate the complaint to the GRO.
c) Final Escalation – RBI Ombudsman
If the complaint is not resolved within 30 days, the customer may approach the RBI – Integrated Ombudsman Scheme (RB‑IOS).
- Website: cms.rbi.org.in
- Toll‑Free Number: 14448
6. Recording & Monitoring of Complaints
- All complaints will be recorded in a centralized Complaint Management System (CMS).
- The GRO will ensure periodic review of complaint categories, ageing reports, and resolution timeline adherence.
7. Responsibilities of GRO
- Ensure all grievances are acknowledged, investigated, and resolved within the prescribed timelines.
- Report major complaints to senior management.
- Maintain complaint records as per regulatory requirements.
- Ensure grievance redressal mechanisms are disclosed on the website and app.
8. Review & Policy Updates
The Company shall review this policy annually or as advised by RBI amendments. Updated versions will be published on the Company website and app.
9. Public Disclosure
As per RBI regulations:
- GRO name and contact details are displayed prominently on the website and in the Vectorblink app.
- Customer rights, grievance procedures, and escalation matrix are publicly available.