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Grievance Redressal

We want to put things right quickly if something has gone wrong. This page explains how to complain to KLICK NRI, what happens next, and where to go if your complaint is about a loan from one of our lending partners.

KLICK NRI is a brand of KLICK NOVA CONNECT [suffix]. We are a referrer and introducer only. We introduce clients, through an authorised direct selling agent (DSA) of the lenders, to RBI-regulated banks, housing finance companies and NBFCs. We are not a lender, and we do not sanction, price, underwrite, disburse or service any loan. Every credit decision is made by the lender.

1. How to complain to us

Tell us what happened, when, and what you would like us to do. Include your name, the email or WhatsApp number you used with us, and any reference number.

  • Email: [grievance@klicknri.com / connect@klicknri.com]
  • Phone: [+91 / +65 number], [days and hours, with time zone]
  • WhatsApp: +91 98337 75562. Start your message with "Complaint".
  • Post: Grievance Officer, KLICK NOVA CONNECT, BLK 57 Pasir Ris Drive 1, Singapore

2. What happens next

Step Our commitment [suggested]
Acknowledgement Within [1 working day], with a complaint reference number
Response or resolution Within [7 working days] for most complaints; complex cases within [15 working days], and we will tell you if we need longer and why
Data protection requests (access, correction, erasure, consent) Within [30 days], and never later than the legal limit

We will not charge you for handling a complaint.

3. If you are not satisfied: our Grievance Officer

If you are not happy with our reply, or have not heard from us within [7 working days], you can escalate to our Grievance Officer, who also acts as the nodal officer for complaints about our referral and introduction services:

[Name], Grievance Officer Email: [email] · Phone: [number] · Address: BLK 57 Pasir Ris Drive 1, Singapore

The Grievance Officer will review your complaint and give you a final written reply within [15 working days] of escalation.

4. If your complaint is about a loan

Once you apply, the loan is between you and the lender. The lender is responsible for its decision, pricing, documents, disbursement, statements and recovery, and remains responsible for complaints about the loan, including complaints about how we introduced you to them.

Step 1: complain to the lender. Each lender's grievance officer is listed on our Lending Partners page, in your Key Fact Statement and on the lender's website. We will help you write and send your complaint if you ask.

Step 2: if the lender does not resolve it, go to the RBI Ombudsman. If the lender is a bank or an NBFC covered by the Reserve Bank – Integrated Ombudsman Scheme, 2021, you can complain to the RBI Ombudsman, free of charge, if:

  • you complained to the lender in writing first, and
  • the lender rejected your complaint, did not reply within 30 days, or you are not satisfied with its reply, and
  • you go to the Ombudsman within one year of the lender's reply (or, if there was no reply, within one year and 30 days of your complaint), and
  • the same matter is not already before a court, tribunal or other forum.

File online at https://cms.rbi.org.in, by email to CRPC@rbi.org.in, or by post to the Centralised Receipt and Processing Centre (CRPC), Reserve Bank of India, 4th Floor, Sector 17, Chandigarh 160017. The RBI contact centre is on toll-free 14448 (9:30 am to 5:15 pm IST) [toll-free numbers generally cannot be dialled from abroad; to verify].

The Ombudsman does not deal with every kind of dispute. For example, it does not review a lender's commercial judgement, such as a decision not to lend.

Housing finance companies: housing finance companies are not covered by the Integrated Ombudsman Scheme. If your lender is a housing finance company, escalate through the lender's grievance process and then the National Housing Bank's complaint system [to verify current NHB route and URL]. Each lender's escalation route is listed on our Lending Partners page.

5. Unregistered lenders and deposit schemes: RBI Sachet

If anyone asks you for money to "guarantee" a loan, or offers a loan or deposit scheme from an entity you cannot find as regulated, you can check entities and report them on the RBI's Sachet portal: https://sachet.rbi.org.in. KLICK NRI will never ask you to pay us to get a loan sanctioned.

6. Data protection complaints

For complaints about how we handle your personal data, use the same channels. See section 9 of our Privacy Policy. If you are not satisfied, you may approach the Data Protection Board of India once its complaint process applies.

Last updated: [date]

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