IntelLend

Consumer Grievance Redressal Policy

Last Updated: June 2026

1. Purpose

The purpose of this policy is to outline IntelLend's approach to resolving consumer grievances in a transparent, timely, and effective manner. While IntelLend is a technology service provider and not a direct lender, it recognizes the importance of addressing concerns from users who interact with its platform or services.

2. Scope

This policy applies to:

  • All end-users of IntelLend's digital platform and services.
  • MSMEs and borrowers accessing financial products via IntelLend's partner ecosystem.
  • Any complaints related to technology, communication, privacy, or partner conduct facilitated through IntelLend.

3. Grievance Categories

Grievances may include, but are not limited to:

  • Platform usability issues.
  • Miscommunication or delays from partner institutions.
  • Data privacy or security concerns.
  • Technical errors affecting loan application status.
  • Allegations of misinformation or unethical conduct.

4. Grievance Redressal Mechanism

4.1 Level 1: Customer Support Team

Users may raise complaints via:

  • Email: support@intellend.in
  • Webform: Submit via www.intellend.in/grievance
  • Toll-free number (to be published on the website)
  • A unique complaint reference number will be generated.
  • Response Time: 3 working days

4.2 Level 2: Grievance Officer

If the issue is not resolved within 7 working days, it will be escalated to the designated Grievance Officer:

  • Name: [To be filled by company]
  • Email: grievance@intellend.in
  • Phone: [To be filled by company]
  • Resolution Time: 7 working days from escalation

4.3 Level 3: Nodal Officer / Senior Management

For unresolved or complex issues, escalation can be made to the Nodal Officer:

  • Email: nodal@intellend.in
  • Response Time: 10 working days

5. Responsibilities

  • Customer Support Team: Record and resolve general complaints.
  • Grievance Officer: Track escalations, conduct root-cause analysis, and recommend corrective actions.
  • Nodal Officer: Ensure policy compliance and regulatory reporting.

6. Partner Grievance Referral

If a grievance relates to a financial product or service offered by a lending partner, IntelLend will:

  • Acknowledge the complaint within 48 hours.
  • Refer the issue to the relevant partner within 3 working days.
  • Coordinate and update the consumer on the resolution status.

7. Record Keeping & Monitoring

  • All complaints will be logged in a centralized grievance management system.
  • Monthly reports will be submitted to senior management.
  • Analytics will be used to detect recurring issues and improve service.

8. Policy Review & Communication

  • This policy will be reviewed annually or in response to changes in regulatory requirements.
  • The policy shall be published on the company website and made available in all user-facing channels.

IntelLend is committed to building user trust by resolving grievances promptly and fairly, while maintaining accountability across its partner network and internal systems.