Customer service is fundamental to our institutional mission. This Grievance Redressal Policy is formulated pursuant to directions issued by the Reserve Bank of India on the Fair Practices Code for Non-Banking Financial Companies (NBFCs).
All customers, borrowers, and applicants are treated with utmost fairness, dignity, and transparency at all touchpoints without discrimination.
Complaints are acknowledged swiftly and addressed with professional courtesy, empathy, and adherence to strict regulatory turnaround timelines.
Borrowers are explicitly informed of multi-tier escalation channels within the company and their statutory right to appeal before the RBI Ombudsman.
Employees act in good faith to resolve issues and analyze grievances to eliminate recurring operational bottlenecks in our lending processes.
Clearly defined institutional boundaries to ensure transparent customer dispute resolution.
This policy applies across all branches, digital lending platforms, corporate offices, and to every employee of Lord Krishna Financial Services Limited operating under the brand name “PRESTLOANS”.
Includes all Borrowers, Individuals, Co-borrowers, Students, Self-employed Individuals, and Corporate Bodies who avail or apply for financial facilities under company credit policies.
Any complaint, resentment, dispute, disagreement, service deficiency, or dissatisfaction arising out of the lending practices, recovery procedures, or codes followed by Prest Loans in its customer dealings.
Refers to the Board of Directors of Lord Krishna Financial Services Ltd who maintain ultimate governance, oversight, and conduct periodic reviews of customer satisfaction metrics.
If your issue is not resolved within the specified timeframe or if you are dissatisfied with the resolution received, you may progressively escalate your complaint through the designated officers below.
| Level | Officer | Contact |
|---|---|---|
| Level 1 – Primary Officer | Ms. Poonam Tiwari |
Email: care@prestloans.com
Phone: 011-45241123
|
| Level 2 – Compliance Officer | Ms. Sheetal Mishra |
Email: compliance@prestloans.com
Phone: 011-45241123
|
| Level 3 – Nodal Officer | Mr. Sandeep Saini |
Email: nodalofficer@prestloans.com
Phone: 011-45241131
|
Customers may hand over physical complaint letters at our Corporate Office: 903, 9th Floor, Surya Kiran Building, KG Marg, Connaught Place, New Delhi - 110001 or Registered Office: M5-M6, Essel House, 10 Asaf Ali Road, New Delhi - 110002. Please obtain a signed and dated acknowledgment receipt upon submission.
Pursuant to Reserve Bank of India (RBI) Directives on Digital Lending, borrowers availing credit through our digital lending platforms, mobile applications, or partnered Lending Service Providers (LSPs) may escalate complaints through the designated digital grievance officers below.
| Level | Officer | Contact |
|---|---|---|
| Level 1 – Primary Officer | Ms. Poonam Tiwari |
Email: care@prestloans.com
Phone: 011-45241123
|
| Level 2 – Compliance Officer | Ms. Sheetal Mishra |
Email: compliance@prestloans.com
Phone: 011-45241123
|
| Level 3 – Nodal Officer | Mr. Sandeep Saini |
Email: nodalofficer@prestloans.com
Phone: 011-45241131
|
In accordance with RBI Master Directions on Digital Lending, Prest Loans and its partnered Lending Service Providers (LSPs) provide a transparent, dedicated dispute resolution mechanism. If any digital lending complaint is not resolved within 30 days, borrowers have the statutory right to lodge an appeal on the RBI CMS Portal (cms.rbi.org.in).
Lord Krishna Financial Services Limited (Prest Loans) is covered under the Reserve Bank – Integrated Ombudsman Scheme, 2026. It came into force on 1 July 2026 and replaced the 2021 scheme. Customers whose complaints are not resolved by us within 30 days may approach the RBI Ombudsman free of cost.
Principal Nodal Officer
Lord Krishna Financial Services Ltd
M5–M6, Essel House, 10 Asaf Ali Road, New Delhi – 110002
Download official copies of the Reserve Bank – Integrated Ombudsman Scheme, 2026 for complete statutory text and provisions.
Clear and fixed time limits to ensure every borrower complaint is resolved quickly, fairly, and without delays.
| Complaint Nature & Category | Operational Scope & Investigation Protocol | Maximum Time Limit |
|---|---|---|
| General Service & Touchpoint Inquiries | Statement requests, account queries, repayment schedules, EMI presentation dates, or branch complaints. | Within 2 Business Days |
| Archival & Document Retrieval | Retrieval of historic records, closed loan files, property paper vetting, or verification from secured vaults. | Up to 2 Weeks (14 Days) |
| Fraud, Credit Decision & Underwriting Disputes | In-depth examination of underwriting parameters, contested loan terms, fraud containment, or recovery agent conduct. | Maximum 2 Weeks |
| Nodal Officer Level Escalations | Matters referred directly to the Principal Nodal Officer following unsatisfactory Level 1 resolution. | 7 Business Days |
| Regulator Referred Complaints (RBI / Sachet) | Statutory queries forwarded through the Reserve Bank of India or legal notice channels. | As per RBI Timeline |
Register your grievance directly with our Primary Grievance Desk. An official ticket number will be generated immediately for tracking.
In strict compliance with RBI regulatory directives, a consolidated summary of all customer grievances, along with their resolution status and corrective root-cause analyses, is tabled before the Board of Directors for formal annual review by the Company Secretary and Compliance Officer. This comprehensive report covers total complaints received, disposed off, pending cases, reasons for delay, and preventive system enhancements adopted to continually enhance borrower trust.
Answers to common questions regarding grievance filing, escalation stages, and RBI Ombudsman jurisdiction.
Your first point of contact is our Customer Service Helpline (011-45241131) or email at care@prestloans.com. You can also submit the online form on this page or hand over a written letter at our Corporate Office (Surya Kiran Building, CP) or Registered Office (Asaf Ali Road). You will receive an official acknowledgment and reference number within 2 business days.
Standard service complaints are investigated and resolved within 2 Weeks (14 calendar days) by the Primary Grievance Officer. Matters requiring retrieval of archival records or legal scrutiny are resolved within a maximum period of 2 weeks. If escalated to the Principal Nodal Officer, a response is guaranteed within 7 business days.
If you do not receive a resolution within 2 weeks of lodging your complaint with the Primary Cell, or if you are dissatisfied with the response, you may escalate to Ms. Sheetal Mishra (Compliance Officer) at compliance@prestloans.com / Tel: 011-45241123. If the issue remains unresolved after 3 weeks, you may escalate directly to Mr. Sandeep Saini (Principal Nodal Officer) at nodalofficer@prestloans.com / Tel: 011-45241131.
Under the Reserve Bank - Integrated Ombudsman Scheme, if Prest Loans does not respond within 30 calendar days of receiving your complaint, or if the complaint is rejected, or if the resolution provided by the company is unsatisfactory to you, you have the statutory right to file a complaint with the RBI Ombudsman online via the Complaint Management System at https://cms.rbi.org.in or CRPC Portal at https://www.rbi.org.in/, or send by post to Centralised Receipt and Processing Centre (CRPC), 4th Floor, Sector 17, Chandigarh – 160017.
No, absolutely not. Filing a grievance or raising inquiries regarding charges, interest calculations, or statements has zero adverse impact on your credit profile. Prest Loans strictly abides by RBI Fair Practices Code; grievances are treated with strict confidentiality, impartiality, and good faith.
Our dedicated customer support advisors are available to guide and assist you.
RBI Compliance