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Grievance Redressal
Last updated: 21 August 2026
If something has gone wrong, we want to know. This page explains exactly how to raise a complaint, who handles it, how long we take, and what to do if you are not satisfied with our response.
Note for the site owner: the Grievance Redressal Officer’s name and the Nodal Officer details must be filled in before this site goes live. A named officer with working contact details is a regulatory requirement, not optional.
Our commitment
- We acknowledge every complaint within 48 hours
- We aim to resolve every complaint within 30 days
- We tell you the outcome in writing, with reasons
- We never penalise a borrower for raising a complaint
How to escalate
Please follow these levels in order. Most issues are resolved at Level 1.
Customer Support
Start here for any question or complaint about your enquiry, application, loan account, due date or charges.
Email: support@guestloan.com
Phone: +91 85700 01634
Hours: Monday to Sunday, 9:00 AM to 8:00 PM
Grievance Redressal Officer
If you have not received a response within 15 working days, or you are not satisfied with the resolution at Level 1, escalate here with your complaint reference number.
Name: [Grievance Redressal Officer name to be confirmed]
Email: contact@guestloan.com
Phone: +91 85700 01635
Address: Gurugram, India
Nodal Officer of the lending entity
If your complaint remains unresolved, escalate to the Nodal Officer of the regulated lending entity that sanctioned your loan.
Name: [Nodal Officer name to be confirmed]
Entity: [RBI-registered NBFC / lending partner name and CoR number to be confirmed]
Email: [To be confirmed]
RBI Ombudsman
If your complaint is not resolved within 30 days, or you are dissatisfied with the final response, you may approach the Reserve Bank of India Ombudsman under the Reserve Bank – Integrated Ombudsman Scheme, 2021.
Online: cms.rbi.org.in
Toll-free: 14448
Email: CRPC@rbi.org.in
Post: Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017
What to include in your complaint
- Your full name and registered mobile number
- Your loan account or application reference number, if you have one
- A clear description of the issue and when it occurred
- Any previous complaint reference number, if escalating
- Copies of any relevant documents or communications
Complaints about recovery conduct or data access
We take conduct complaints extremely seriously. If any person representing Guest Loan has behaved in a manner contrary to our Fair Practice Code — including calling outside 8:00 AM to 7:00 PM, using abusive or threatening language, contacting your employer or family to pressure you, requesting access to your contacts or call logs, or demanding an advance payment — report it immediately to contact@guestloan.com. Such complaints are investigated on priority.
Fraud warning: Guest Loan will never ask for an advance fee, security deposit, OTP, PIN or password to process or release a loan, and will never request access to your contacts, call logs, or media files. If anyone demands these, do not comply and report it to us at once.