Our Commitment
At TrustFin Capital, we are committed to providing a transparent, fair, and efficient grievance redressal mechanism to all our customers and stakeholders. As a loan facilitation platform, we understand that trust is the cornerstone of our relationship with you.
We believe that every grievance is an opportunity to improve our services. Our dedicated team ensures that all complaints and concerns are addressed promptly, impartially, and with the highest standards of professionalism. We adhere to the guidelines prescribed by the Reserve Bank of India (RBI) and other regulatory authorities.
Our Promise: Every grievance will be acknowledged, investigated, and resolved within the stipulated timelines. We treat all complaints with utmost seriousness and confidentiality.
How to File a Grievance
If you have a complaint or concern regarding our loan facilitation services, you may file a grievance through any of the following channels:
- Email: Send a detailed description of your grievance to grievance@trustfincapital.in. Please include your application/reference number, contact details, and supporting documents (if any).
- Phone: Call our customer support helpline at +91 89298 42088 (Monday to Saturday, 9:30 AM – 6:30 PM IST).
- Written Complaint: You may send a written complaint to our registered office address mentioned below.
- Online Form: Visit our website and submit a complaint through the Contact section on our homepage.
Tip: To help us resolve your grievance faster, please provide your full name, registered mobile number, loan application reference number, and a clear description of the issue.
Grievance Redressal Officer
In accordance with applicable regulations, TrustFin Capital has appointed a Grievance Redressal Officer to handle and resolve all customer complaints. You may reach out to our officer directly if your issue remains unresolved after contacting our customer support team.
- Email: grievance@trustfincapital.in
- Phone: +91 89298 42088
- Address: TrustFin Capital Pvt. Ltd., New Delhi, India — 110001
- Working Hours: Monday to Saturday, 9:30 AM – 6:30 PM IST (excluding public holidays)
Grievance Categories
You may file a grievance under any of the following categories. Selecting the right category helps us route your complaint to the appropriate team for faster resolution.
Resolution Process & Timeline
We follow a structured grievance resolution process to ensure your complaint is addressed systematically and within the prescribed timelines:
Upon receiving your grievance, we will acknowledge it within 24 hours via email or SMS. You will receive a unique Grievance Reference Number for tracking purposes.
Your complaint is assigned to the relevant department. Our team reviews all details, supporting documents, and coordinates with partner lenders if applicable.
If the resolution requires more time, we will provide you with an interim update on the progress and expected resolution timeline.
We aim to resolve all grievances within 15 working days from the date of receipt. You will be notified of the resolution via your preferred communication channel.
Once resolved, the grievance is formally closed. We may reach out for your feedback to improve our services and prevent recurrence.
Note: In cases involving third-party lenders or regulatory approvals, the resolution timeline may be extended. You will be kept informed of any such delays.
Escalation Matrix
If you feel that your grievance has not been resolved satisfactorily or within the stipulated timeline, you may escalate it through the following levels:
| Level | Contact Person | Timeline | Contact Details |
|---|---|---|---|
| Level 1 | Customer Support Desk | Within 7 working days | Phone: 8929842088 Email: support@trustfincapital.in |
| Level 2 | Grievance Redressal Officer | Within 15 working days | Name: Mr. Rajesh Kumar Phone: 8929842088 Email: grievance@trustfincapital.in |
| Level 3 | Nodal Officer / Management | Within 30 working days | Email: escalation@trustfincapital.in Written letter to registered office |
Important: Please allow adequate time for each level to investigate and respond before escalating to the next level. Kindly quote your Grievance Reference Number in all communications.
If You Are Not Satisfied
If you are not satisfied with the resolution provided by TrustFin Capital, or if your grievance remains unresolved beyond the stipulated 30-day period after exhausting all internal escalation levels, you may approach the following external authorities:
RBI Banking Ombudsman
As a loan facilitation platform that works with RBI-regulated banks and NBFCs, you may lodge a complaint with the Reserve Bank of India (RBI) Banking Ombudsman if your grievance pertains to the services of our partner lending institutions.
- Online: File a complaint on the RBI's Complaint Management System (CMS) at https://cms.rbi.org.in
- Toll-Free Number: 14448 (available in Hindi, English, and other regional languages)
- Email: crpc@rbi.org.in
- Address: Centralised Receipt and Processing Centre (CRPC), Reserve Bank of India, 4th Floor, Sector 17, Chandigarh — 160017
⚠️ Please Note: TrustFin Capital is a loan facilitation platform and is not a bank or Non-Banking Financial Company (NBFC). Complaints regarding the loan terms, interest rates, and repayment policies set by our partner lenders should be directed to the respective lender or the RBI Ombudsman. We will, however, assist you in coordinating with the concerned lender to the best of our ability.
Other Recourse
- Consumer Forum: You may also approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
- SEBI / Other Regulators: For matters falling under the jurisdiction of other regulators, you may file complaints with the respective authority.
Contact Details
For any grievances, complaints, or feedback, please reach out to us through the following channels:
- General Support: support@trustfincapital.in
- Grievance Officer: grievance@trustfincapital.in
- Escalation: escalation@trustfincapital.in
- Phone: +91 89298 42088
- Registered Office: TrustFin Capital Pvt. Ltd., New Delhi, India — 110001
- Business Hours: Monday to Saturday, 9:30 AM – 6:30 PM IST
This Grievance Redressal Policy is effective as of July 2026 and is subject to periodic review and updates. Please check this page for the latest version.