Legal & Support

Grievance Redressal Code

LoanDidi™, operated by 36 Forts Capital Private Limited  ·  Version 3.0  ·  Effective 15 October 2026  ·  Last updated 15 October 2026

Credit, when life needs it.

LoanDidi (“LoanDidi”, “we”, “us” or “our”) is a brand of 36 Forts Capital Private Limited, Ground Floor, Gore Parisar, Civil Lines, Raipur, Chhattisgarh - 492007. We act as a Lending Service Provider (“LSP”) and operate the LoanDidi website at www.loandidi.com and the LoanDidi app, which is available as an Android app and as a web app at app.loandidi.com (together, the “Platform”). Loans offered through the Platform are made by Collocate Merchants Private Limited (CIN U51109WB1995PTC070852), a Non-Banking Financial Company registered with the Reserve Bank of India (“RBI”), Certificate of Registration No. B-05.05188, registered office at 2A, Ganesh Chandra Avenue, Commerce House, 5th Floor, Room No. 4A, Kolkata, West Bengal - 700013 (the “Lender”). LoanDidi helps you apply, verifies your details, and helps service your loan. The Lender alone decides whether to lend, and sanctions, disburses and holds the loan.

This Code explains how to raise a complaint, how we handle it, and how to escalate it, up to the Reserve Bank of India. It is the single complaints process for the website, the Android app, the web app and the loan. Our Privacy Policy, Terms of Service and Fair Practices Code refer to it and repeat the same steps.

1. What this Code covers

You can complain about the Platform, our services and communications, the conduct of our staff and representatives, how your information was handled, delays, wrong charges, or anything about the loan itself, such as interest, charges, sanction, disbursal or recovery. LoanDidi will take any complaint. Where it concerns a decision or charge of the Lender, we pass it to the Lender and follow it up with you. You can also go to the Lender directly. Questions, requests for information, feedback and suggestions are not treated as complaints, but we will answer them.

2. Principles

• Fairness and respect. Every complainant is treated with courtesy.
• Transparency. The channels, steps and timelines are published here.
• Prompt resolution. Complaints are acknowledged quickly and resolved within the time shown.
• Compliance. The process follows the Reserve Bank of India (Digital Lending) Directions, 2025 and the RBI's grievance redressal requirements.

3. What helps us

Please give your name, registered mobile number, registered email address, your application or loan number if you have one, and a clear description of the problem with any proof. Anonymous complaints, and complaints without enough detail to look into, may not be possible to act on.

4. How to complain and escalate

Start at Level 1. In the app, use Chat with us on the Profile tab for a question, or File a formal complaint, which goes to the Grievance Redressal Officer and is tracked against the 30-day limit. You can also write or call using the details below.

You may move to the next level if you are not satisfied with a reply, or if you do not get one in the time shown. In every case we aim to resolve your complaint within 30 days of the day you first raised it. If it is not resolved within 30 days, or you are not satisfied with the result, you may take it to the RBI through the Reserve Bank - Integrated Ombudsman Scheme, 2021. A complaint about the loan itself is made against the Lender, as the regulated entity.

5. How we handle your complaint

• Acknowledge and record. We acknowledge your complaint within 3 working days and log it with a reference.
• Examine. We check the facts and find the cause. If it concerns the loan, we involve the Lender.
• Reply and resolve. We tell you the outcome in writing, with the reasons if we cannot do what you ask. If more time is needed we tell you why and for how long, and we still aim to close within 30 days of receipt.
• Close and learn. The complaint is closed and recorded, and we use complaints to fix problems in our service.

6. Escalation to the Reserve Bank of India

If your complaint is not resolved within 30 days of receipt, or you are not satisfied with the resolution, you may complain to the Reserve Bank of India under the Reserve Bank - Integrated Ombudsman Scheme, 2021, at cms.rbi.org.in or through the RBI Contact Centre on 14440. A complaint about the loan is made against the Lender as the regulated entity. The Lender's registered office is in Kolkata.

7. Confidentiality and records

What you tell us in a complaint is used only to look into and resolve it, and is protected as the Privacy Policy describes. Complaint records and related correspondence are kept for 5 years, in line with the Lender's policy.

8. Publication and review

This Code is published at www.loandidi.com, together with the names and contact details above. It fits with the Lender's own Grievance Redressal Policy published on the Lender's website, and the Key Fact Statement points to it.

This document is reviewed at least once a year, and when applicable law or our arrangements with the Lender change materially. If anything in it conflicts with the Reserve Bank of India (Digital Lending) Directions, 2025 or other applicable RBI directions, the RBI directions prevail.

For and on behalf of 36 Forts Capital Private Limited (operator of LoanDidi™)
Authorised Signatory / Director