Grievance redressal
Your complaints matter to us. We resolve every grievance within 30 days, as required by RBI guidelines — and it is always free of charge.
Register a complaint2 days
Acknowledgement
30 days
Full resolution
3 levels
Escalation path
How grievance resolution works
Step 1
File a complaint
Submit the form below, email contact@montrosainvestments.com, call +91 79734 61755, or visit our Gurgaon office.
Step 2
Acknowledgement
Receive a written acknowledgement with your ticket number within 2 working days.
Step 3
Investigation
Our customer care team reviews your case and responds within 5 working days.
Step 4
Resolution
A final resolution is provided within 30 days, as required by the Reserve Bank of India.
Grievance officers
Three levels of escalation — available Mon–Sat, 10:00 AM to 6:00 PM.
Customer care
First point of contact · Response within 5 working days
Phone
+91 79734 61755Working hours
Mon–Sat, 10:00 AM to 6:00 PM
Acknowledgement
Within 2 working days
Registered office
406, Prospectus Chambers, 317 D N Road, Fort, Mumbai, Maharashtra, India - 400001
Not resolved within 15 days? Escalate to Level 2 — the Grievance Redressal Officer.
Grievance Redressal Officer
Escalate after 15 days
Mobile
+91 79734 61755Office
1715, Tower B, Emaar Digital Greens, Sohna Road, Gurgaon, Haryana
Quote your ticket number. The Grievance Redressal Officer responds to every escalated complaint within the 30-day resolution window.
RBI Ombudsman
If unresolved beyond 30 days
If your complaint is not resolved within 30 days of filing it with us, or you are not satisfied with our reply, you may approach the RBI Integrated Ombudsman Scheme within one year of our reply.
RBI CMS complaint portalRBI Sachet portalReport unauthorised lending apps or unregistered lenders to the RBI.Resolution timeline
Timelines under our grievance policy
Day 1
Complaint submitted by the customer
Day 2
Written acknowledgement and ticket number issued
Day 5
First response or detailed progress update
Day 15
Escalation to the Grievance Redressal Officer opens
Day 30
Resolution deadline under RBI guidelines
Day 30+
Customer may approach the RBI Integrated Ombudsman
Your rights as a borrower
RBI mandate- Fair and transparent loan terms, disclosed in your Key Fact Statement
- A copy of your sanction letter and loan agreement
- Prepay your microfinance loan without a prepayment penalty
- Protection against coercive or unlawful recovery practices
- All charges and fees disclosed upfront
- Escalate unresolved complaints to the RBI Integrated Ombudsman
- Information in Hindi, English, or a language you understand
- Raise complaints about any agent or service provider acting for us
Frequently asked questions
Monitoring & oversight
Complaint register
Every complaint is logged with a ticket number, category, and resolution time.
RBI complaints
Complaints received through the Reserve Bank of India are tracked separately with their resolution times.
Monthly management review
The Grievance Redressal Officer reports complaint volumes and ageing to senior management every month.
Board oversight
A summary of customer complaints is placed before the Board of Directors every quarter.
Read our Fair Practices Code and consumer education literature.