Mudra Sewa
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India's premium digital lending platform. Fast, transparent, and built to fuel your ambitions without the traditional banking stress.

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  • Cancellation & Refund Policy
  • Fair Practices Code
  • Loan Pricing Policy
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  • Grievance Redressal
  • KYC & AML Policy

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RBI Registered NBFC Partner

Registration No. B-14.02035

© 2026 Urgent Finvest Limited. All rights reserved.

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Corporate Governance

Grievance Redressal &
Policy Framework

RBI Compliant Mechanism
Response within 24 Hours

Governance

1. Complaint Redressal Process

At MudraSewa, we are committed to providing the highest level of service. However, if you have a complaint or grievance, we follow a transparent and time-bound resolution process. Customers can register their complaints through multiple channels including our app, website, email, or telephone. Every complaint is assigned a unique reference number for tracking.

2. Escalation Matrix

If you are not satisfied with the resolution provided at any level, you can escalate your concern as per the following matrix:

Level 1: Customer Support

Reach out to our support team via the app or email. Most queries are resolved here within 7 business days.

Level 2: Grievance Redressal Officer

If unresolved for 15 days, escalate to our Grievance Officer. Resolution is provided within 10 additional days.

Level 3: Nodal Officer

Final internal escalation point. The Nodal Officer reviews the case and provides a final decision within 7 business days.

3. Response Timelines

We strive to acknowledge every complaint within 24-48 hours. Our standard resolution timelines are: General Queries (3-5 days), Transaction Disputes (7-10 days), and Complex Grievances (up to 30 days as per RBI guidelines).

4. Corporate Governance

MudraSewa adheres to the highest standards of Corporate Governance. Our framework ensures accountability, transparency, and fairness in all our dealings. We comply with all RBI Master Directions on digital lending, Fair Practices Code (FPC), and data protection regulations to safeguard customer interests.

5. Customer Rights

  • Right to Fair Treatment: To be treated with dignity and respect at all times.
  • Right to Transparency: To receive clear information about interest rates, fees, and charges.
  • Right to Privacy: To have personal data protected as per the DPDP Act and RBI guidelines.
  • Right to Redressal: To have access to a robust and free grievance redressal mechanism.

6. Reporting Misuse & Fraud

Security is our top priority. If you suspect any fraudulent activity, unauthorized transactions, or misuse of your account, please report it immediately to our dedicated fraud response team at info@urgentfinvest.com or call our emergency helpline.

Need help with a complaint?

Our resolution team is dedicated to solving your concerns with absolute fairness and transparency. We are just a message away.

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