Grievance Redressal

Grievance Officer

Anup Sharma · digitalcare@moneyplusfin.com · +91 9818139887

1. Our commitment

Udhaarbox is committed to treating every customer fairly and resolving complaints promptly, courteously, and without bias. Every team member is responsible for ensuring your concerns are heard and addressed — whether they relate to your application, loan terms, repayment, data privacy, or how you were treated by our staff or partners.

2. How to raise a complaint

You can reach us by emailing digitalcare@moneyplusfin.com or writing directly to our Grievance Officer at digitalcare@moneyplusfin.com (+91 9818139887). Once we launch, in-app support will also be available. Please include your full name, registered mobile number, loan or application ID (if applicable), a clear description of the issue, and any supporting documents — this helps us resolve your complaint faster. We do not act on anonymous or incomplete complaints.

3. Escalation matrix

Level 1 — Customer Support: Most queries are resolved directly by our support team at digitalcare@moneyplusfin.com.
Level 2 — Grievance Officer: If your issue remains unresolved, or concerns staff conduct or a policy matter, escalate to Anup Sharma at digitalcare@moneyplusfin.com or +91 9818139887.
Level 3 — RBI Sachet portal: If your complaint is still unresolved after escalating to our Grievance Officer, you may approach the Reserve Bank of India's Sachet portal — see below.

4. Resolution timelines

We acknowledge every complaint within 3 working days of receipt. Most complaints are resolved within 14 working days; more complex cases may take up to 30 working days, during which we'll keep you updated on progress. If we're unable to meet these timelines, we'll explain why and give you a revised expectation.

Unresolved complaints

If your complaint remains unresolved, you may approach the Reserve Bank of India's Sachet portal.