Grievance Redressal.

Our Commitment to You

At MudraHub, we're committed to excellent customer service. If you have a concern or complaint, we run a transparent and efficient grievance redressal process to resolve it. MudraHub is operated by ELITETRU Sales & Services Pvt. Ltd., which is responsible for handling grievances raised through this platform.

What Counts as a Grievance?

• Loan application processing delays
• Information disclosure issues
• Service quality concerns
• Billing or interest rate disputes
• Harassment or misconduct by our staff or partners
• Data privacy violations

How It Works

Other Ways to Reach Us

Submit Your Grievance

Escalation Process

If you're not satisfied with the response at any stage:

• Level 1: Customer Support Manager (1–7 days)
• Level 2: Head of Operations (7–14 days)
• Level 3: Senior Management Review (14–30 days)
• Level 4: Regulatory Authority / RBI, as applicable

If we do not resolve your complaint within 30 days, or you are not satisfied with our reply, you can escalate it to the Reserve Bank of India:

• RBI Complaint Management System (CMS) — file and track a complaint online.
• RBI Sachet portal — report unauthorised lending or deposit-taking entities.

Response Timeline

• Acknowledgment: within 24 hours
• Preliminary investigation: within 7 days
• Final resolution: within 30 days
• Escalation review: within 30 days

Your Rights

• File a grievance without fear of retaliation
• Receive transparent communication throughout the process
• Escalate if you're not satisfied with the outcome
• Request a written response to your grievance
• Appeal against any decision

Grievance Officer