Your Voice Matters

It is a single route to a named person, with fixed timelines. You complain by phone, email, post or the form on this page. Within 24 hours you get an acknowledgement with a reference and the name of the person handling it. Our Grievance Redressal Officer, Neeraj Singh, then reviews the case — pulling call recordings, visit logs, dispatch records and the account trail, and speaking to the people involved. Most complaints are resolved within 5 to 7 business days. Complex cases take longer, and we update you at least once every 15 days until they are closed. If the complaint is upheld, the outcome can include retraining, removal from the portfolio, disciplinary action, a change to how your account is contacted, or a change to a control so it cannot happen again.

We acknowledge every complaint within 24 hours of receiving it, and most are resolved within 5 to 7 business days. Some take longer — where we need the lender's input, a field investigation or a disciplinary process. If yours is one of those, we will tell you it is taking longer, why, and when to expect an answer, and we will update you at least once every 15 days. Whatever the complexity, you get a written final response within 30 days of the day we received the complaint.

Anything we did or failed to do. In practice that means agent conduct, including rudeness, threats or pressure; calls or visits outside permitted hours or after you asked us to stop; being contacted too often; contact with family, neighbours, colleagues or an employer; anyone asking you to pay them money; a caller or visitor you could not verify; the handling of your personal information; how a field visit or a repossession was conducted; and service failures such as a commitment we made and did not keep. You can also complain on behalf of someone else, and you do not need to be a customer of ours to complain to us.

No. It helps us find the right record quickly, but a name and a phone number are enough to start. If we cannot identify the account from what you give us, we will come back and ask.

No. Complaints are handled separately from collections activity, and no agent is told who has complained about them until the officer's review reaches that stage. Complaining does not by itself pause recovery activity — that is your lender's decision, not ours — but it does not accelerate it either, and retaliation of any kind is a disciplinary matter.

Do not pay. Call +91 98310 49674 or +91 33 3511 5633 immediately. e-Solve has no bank account, payment link, wallet, QR code or card machine for collecting money — every payment goes to your lender, through their app or by UPI to their account. In the rare case where cash is the only option, the officer issues you a valid receipt for it, under our cash protocol. Anyone asking you to pay them personally is either not from e-Solve or is acting against our rules, and we treat both as urgent.

Yes. Email and the form on this page accept complaints at any time, and they are acknowledged within 24 hours or on the next working day if they arrive on a Sunday or a public holiday. If your concern is urgent — the safety or conduct of a field visit happening now — call +91 98310 49674, and if you cannot reach that number, +91 33 3511 5633.

Reply and ask for it to be reviewed again, and the Grievance Redressal Officer will look at it a second time with senior management. Beyond us, you can complain to your lender directly — every bank and NBFC publishes its own grievance and nodal officer details — and if your lender is regulated by the Reserve Bank of India and does not resolve it or does not reply within 30 days, you may take it to the RBI Ombudsman under the Reserve Bank – Integrated Ombudsman Scheme.

It is treated as confidential, but not as secret. To investigate a complaint about your account we usually have to discuss it with the lender we act for, and the record may also be seen by our management, compliance and HR teams, by auditors and certification bodies, and by any regulator, ombudsman or court entitled to ask for it. We do not sell information and we do not use complaints for marketing or model training. The full position is set out under “Who sees your complaint” above.