DstackLoan - Grievance Redressal

Get in Touch

Multiple Ways to Reach Us

Choose the channel that works best for you. We respond on all platforms.

Toll-Free

1800-XXX-XXXX

Mon — Sat, 9 AM — 7 PM

Redressal Process

How We Handle Your Grievance

A simple, transparent 5-step process designed to resolve your concerns quickly and fairly.

1

Submit

Raise your grievance through any contact channel

2

Acknowledge

We send an immediate confirmation with ticket ID

3

Investigate

Our team reviews your case thoroughly

4

Resolve

We provide a fair solution within SLA timelines

5

Follow-Up

We check back to ensure your satisfaction

Escalation

3-Tier Escalation Matrix

If your concern isn't resolved to your satisfaction, escalate through our tiered system — from frontline support all the way to our senior management.

Level 1

Customer Support

Resolution SLA: 4 Hours

General account queries
Loan application issues
Payment & EMI concerns
App technical support
KYC/documentation help

Level 2

Senior Support Team

Resolution SLA: 24 Hours

Unresolved Level 1 issues
Billing discrepancy disputes
Loan restructuring requests
Credit report concerns
Complaint about service quality

Level 3

Grievance Officer

Resolution SLA: 48 Hours

Escalated from Level 2
Serious privacy & security issues
RBI-regulated matters
Alleged misconduct or harassment
Any other unresolved concern

100%

Grievances Acknowledged

95%

Resolved Within SLA

4 hrs

Avg. First Response

4.9★

Support Satisfaction

FAQ

Common Questions

Quick answers to the most frequently asked questions about our grievance process.

How quickly will my grievance be acknowledged? +

Every grievance receives an immediate acknowledgment with a unique ticket ID, typically within minutes of submission. You'll receive this via your chosen contact channel.

What if I'm not satisfied with the resolution? +

If you're unsatisfied with the resolution at any level, you can escalate to the next tier by mentioning your original ticket ID. Our 3-tier escalation matrix ensures your concern gets the attention it deserves.

Do I need to submit documents for my grievance? +

It depends on the nature of your grievance. For billing or technical issues, screenshots or bank statements may help us resolve your case faster. Our support team will guide you on what's needed.

Can I track my grievance status? +

Yes! You can track your grievance status 24/7 through the DstackLoan app using your ticket ID. We also send automated SMS and email updates at every stage of the process.

Is there a grievance redressal officer I can contact directly? +

Absolutely. Our designated Grievance Redressal Officer can be reached at [email protected] or through Level 3 escalation. Contact details are also available in the app under 'Contact Us'.

We're Here to Help You