Grievance Redressal

Taksh Fin is committed to providing a transparent, fair, and responsive experience to all borrowers, real estate agents, and lending partners. If you have a complaint or concern about any aspect of our services, this page explains how to raise it and what you can expect from us.

1. What You Can Raise a Complaint About

You may raise a grievance with us regarding any of the following:

• Misleading information or false promises made by our team or by agents on our platform.
• Any fees demanded from you that were not disclosed upfront.
• Unauthorised sharing of your personal or financial information.
• Failure to respond to your enquiry or application within a reasonable timeframe.
• Discourteous or unprofessional behaviour by any Taksh Fin representative or agent.
• Errors in the information submitted on your behalf to any lender.
• Any other violation of our Fair Practices Code.

2. How to Raise a Complaint

You can raise a complaint through any of the following channels. Please provide your name, contact number, a description of the issue, and any relevant dates or reference numbers to help us investigate promptly.

• Email (preferred): grievance@takshfin.com — include “COMPLAINT” in the subject line.
• Phone: +91 9811488753 — Monday to Friday, 10:00 AM to 6:00 PM IST.
• Post: Grievance Officer, Taksh Fin, Sector 44, Gurugram, Haryana 122003, India.

3. Resolution Timeline

We follow a structured timeline for addressing all grievances:

• Acknowledgement: Within 2 working days of receiving your complaint, we will acknowledge receipt and provide a complaint reference number.
• Investigation: We will investigate the matter — including reviewing communications, records, and speaking with the relevant agent or team member where applicable.
• Resolution: We aim to resolve all complaints within 10 working days of acknowledgement. For complex matters requiring third-party input (e.g., lender records), resolution may take up to 30 days, and we will keep you informed of progress.
• Closure: We will send you a written resolution summary. If you are satisfied, the complaint is closed. If you are not, you may escalate as described below.

4. Escalation

If you are not satisfied with the resolution provided, or if your complaint has not been addressed within the timelines above, you may escalate as follows:

• Internal escalation: Request escalation to the Founder by emailing rahul@takshfin.com with your complaint reference number. We will provide a final internal response within 7 additional working days.
• Lending partner grievance: If your complaint relates to a loan decision, interest rate, or charges imposed by a lender, you should also raise the matter directly with that lender's grievance cell. We will provide you the lender's grievance contact upon request.
• Regulatory escalation: If you remain unsatisfied, you may approach the relevant regulatory authority. For complaints against lending institutions, this is the Reserve Bank of India's Integrated Ombudsman Scheme at cms.rbi.org.in. For consumer protection matters, you may approach the National Consumer Disputes Redressal Commission or your State Consumer Disputes Redressal Commission.

5. Confidentiality

All complaint information is treated as strictly confidential. Access to complaint records is limited to authorised personnel involved in the investigation and resolution process. We will not use your complaint information for any purpose other than resolving your grievance.

6. Non-Retaliation

Raising a complaint will not affect the quality of service you receive from us. We do not penalise, de-prioritise, or in any way disadvantage any borrower, agent, or partner for raising a legitimate grievance.

7. Record Keeping

We maintain records of all complaints received, the actions taken, and the resolutions provided for a minimum period of 3 years. These records are available for review by regulatory authorities upon request.

8. Contact

For all grievances, please write to us at:

• Email: grievance@takshfin.com
• Phone: +91 9811488753
• Address: Taksh Fin, Sector 44, Gurugram, Haryana 122003, India