Grievance Redressal Policy
If you are unhappy with any part of our service, tell us. This policy explains how to raise a complaint, how it is handled, and where to escalate it if you are not satisfied.
Raise a grievance
Emailcase@nivanafintech.comOur commitment to you
NIVANA FINTECH PRIVATE LIMITED operates Rupiva Credit as a Lending Service Provider (LSP) for Allen's Housing & Finance Limited, an NBFC registered with the Reserve Bank of India. We are committed to treating every borrower fairly and to resolving complaints promptly, courteously and free of charge.
This policy applies to all complaints about the Rupiva Credit app and website, loan application assistance, customer support, data privacy and recovery-related conduct. Complaints about loan decisions, terms or disbursement are coordinated with our lending partner, which remains responsible as the Regulated Entity.
- Fair and respectful treatment
- Time-bound responses
- No charge to raise a complaint
- Confidential handling
Tell us what happened
You can reach us through either channel below. Including the details listed helps us resolve your concern faster.
By email
Write to case@nivanafintech.com with the subject line "Grievance".
In the app
Open Rupiva Credit, go to customer support and choose Complaint Feedback.
Please include
- Your full name and registered mobile number
- Loan or application reference, if any
- A clear description of the issue and dates
- Screenshots or documents that support your complaint
Never share your OTP, PIN or passwords with anyone, including our staff.
A clear path to resolution
Customer Support
Your complaint is logged and acknowledged, and our support team works to resolve it directly.
Grievance Redressal Officer
If you are not satisfied with the response, ask for escalation to our Grievance Redressal Officer, who will review the case independently.
Lending Partner
Matters about loan approval, terms, charges or disbursement can be taken up with the grievance redressal mechanism of Allen's Housing & Finance Limited.
RBI Ombudsman
If your complaint is not resolved within 30 days, or you are not satisfied with the outcome, you may approach the RBI under the Integrated Ombudsman Scheme.
Your right to escalate
As the Regulated Entity, Allen's Housing & Finance Limited is ultimately responsible for complaints relating to your loan. If a complaint is not resolved within 30 days of being lodged, or is rejected, you may file it under the Reserve Bank - Integrated Ombudsman Scheme, 2021.
Grievance Redressal Officer
NIVANA FINTECH PRIVATE LIMITED (operator of Rupiva Credit)
- case@nivanafintech.com
- Monday to Friday, 9:00 AM–5:30 PM
- 4/F Unit No-1,2 Kalpataru, Prime P/N D-3, Road-16, Wagle I.E., Thane, Thane-400604, Maharashtra