Grievance redressal
How to raise a complaint, who owns it at each level, and how long each level takes.
Level 1 — customer support
Write to support@advancerupay.com with your loan ID. Acknowledgement is immediate with a ticket number, and resolution follows within three working days.
Level 2 — nodal grievance officer
If Level 1 has not resolved the matter, or you are unhappy with the outcome, write to grievance@advancerupay.com quoting your earlier ticket number. The officer responds within seven working days.
Level 3 — regulatory ombudsman
If your complaint is not resolved within 30 days of being raised, you may escalate it to the regulatory ombudsman. Full filing details and the applicable scheme reference must be published here before launch.
What to include
Your name and registered mobile number, loan ID, what happened and when, the outcome you want, and any earlier ticket number. Complete information shortens every timeline above.
How we track complaints
Every complaint is logged with its category, owner, timestamps and outcome, and reviewed periodically for patterns. Where a complaint reveals a process fault, the fix is recorded against it.
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No documentation, disbursal to your own bank account, and every charge disclosed in your Key Fact Statement before you accept.