DSP MoneyMart Private Limited (“Company”) is committed to maintaining high standards of transparency, ethical conduct, and client service. We believe that prompt and fair resolution of grievances strengthens long-term client relationships and enhances trust.
This Grievance Redressal Policy outlines the mechanism for addressing complaints related to our credit advisory and loan facilitation services.
1. Objective
The objective of this policy is to:
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Provide a structured mechanism for grievance resolution
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Ensure timely and fair handling of client complaints
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Maintain accountability and transparency
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Comply with applicable regulatory and ethical standards
DSP MoneyMart operates as a Direct Selling Agent (DSA) and loan facilitation service provider. We do not lend directly and do not control final decisions made by banks or NBFCs.
2. Scope of Grievances
Grievances may relate to:
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Service delays in documentation or coordination
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Miscommunication regarding loan processes
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Concerns about staff conduct
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Errors in information shared by our team
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Process transparency issues
Please note:
Loan rejection, interest rates, sanction terms, and disbursement timelines are determined solely by the respective banks or NBFCs. Complaints related to lender decisions must be addressed directly with the concerned financial institution.
3. How to Lodge a Complaint
Clients may submit grievances through the following channels:
📧 Email:
📞 Phone:
+91 9371064141
📍 Postal Communication:
DSP MoneyMart Private Limited
Office No. 1505, Tower A
15th Floor, GBB, Sr. No. 20/2
Off City Pride, Kothrud
Pune, Maharashtra – 411038
India
Complainants are requested to provide:
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Full name and contact details
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Nature of grievance
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Relevant documents (if any)
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Application or reference number (if applicable)
4. Grievance Handling Process
Step 1: Acknowledgment
All grievances will be acknowledged within 3 working days of receipt.
Step 2: Review & Investigation
The concerned department will review the complaint and assess the matter internally.
Step 3: Resolution
We aim to resolve grievances within 7–15 working days, depending on the complexity of the issue.
If additional time is required, the complainant will be informed accordingly.
5. Escalation Mechanism
If the complainant is not satisfied with the resolution provided, the matter may be escalated to the designated Grievance Officer.
Grievance Officer:
Name: [Insert Name]
Designation: Grievance Redressal Officer
Email: info@dspmoneymart.com
Phone: +91 9371064141
The Grievance Officer will review the case independently and respond within a reasonable timeframe.
6. Confidentiality
All grievances will be handled confidentially. Client information will be protected in accordance with our Privacy Policy and applicable legal requirements.
7. Regulatory Disclaimer
DSP MoneyMart Private Limited acts solely as a loan facilitation and advisory service provider. Final loan approvals, sanctions, and terms are at the sole discretion of partner banks and NBFCs.
For complaints related specifically to:
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Loan rejection
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Interest rate decisions
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Sanction terms
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Banking conduct
Clients may approach the respective bank/NBFC grievance mechanism or relevant regulatory authority.
8. Policy Review
This Grievance Redressal Policy may be updated periodically to reflect operational or regulatory changes. Updates will be published on our website.