1. Objective and scope
This policy sets out how Golu Leasing & Finance Co. Private Limited ("the Company") receives, records, resolves and escalates customer grievances. It covers every product and service we offer, including loans originated and serviced through our Lending Service Provider Tap4Loan, conduct of our employees and agents, recovery practices, data protection and credit bureau reporting. We treat every customer fairly and resolve complaints within the timelines below.
2. How to raise a complaint
- Phone: complaints line +91 93114 80936 or customer care +91 93114 80934 (Monday to Saturday, 10:00 AM – 6:00 PM)
- Email: support@golufin.com
- Post or in person: Golu Leasing & Finance Co. Private Limited, BM-5, East Shalimar Bagh, New Delhi – 110088
- Through Tap4Loan: the help section of your loan account routes complaints to us
Please include your registered mobile number and, if you have one, your loan or application reference. Never send OTPs, PINs or passwords.
3. Level 1 — Customer support
Every complaint is acknowledged within 2 working days with a reference number. Our support team aims to resolve it within 7 working days. Where more time is needed we tell you why and when to expect a reply.
4. Level 2 — Grievance Redressal Officer
If you are not satisfied with the response, or have not heard from us within the Level 1 timeline, escalate to our Grievance Redressal Officer:
- Name: Vikram Gupta, Grievance Redressal Officer
- Email: compliance@golufin.com
- Phone: +91 93114 80935
- Address: Golu Leasing & Finance Co. Private Limited, BM-5, East Shalimar Bagh, New Delhi – 110088
The Grievance Redressal Officer reviews the complaint independently and gives a final response. Complaints relating to the digital lending journey on Tap4Loan, or to any recovery agent acting for us, are handled at this level; we are responsible for resolving them.
5. Level 3 — Reserve Bank of India
If your complaint is not resolved within 30 days of lodging it, or you are not satisfied with our final reply, you may lodge a complaint under the Reserve Bank – Integrated Ombudsman Scheme at cms.rbi.org.in, by email to crpc@rbi.org.in, by calling 14448 (9:30 AM – 5:15 PM on working days), or by post to the Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017. See our Ombudsman Scheme page.
You may also approach the Officer-in-Charge, Department of Supervision, Reserve Bank of India, New Delhi Regional Office, 6, Sansad Marg, New Delhi – 110001 (dnbsnewdelhi@rbi.org.in).
6. Credit information complaints
If you believe information we reported to a credit bureau is wrong, tell us. We investigate with the bureau and correct the record where warranted. Where a credit-information complaint is not resolved within 30 days, compensation is payable as prescribed by the RBI.
7. Recording and review
Every complaint, its root cause and its resolution is logged. The Board reviews a summary of grievances and turnaround times periodically, and this policy at least once a year or whenever regulations change.