Grievance redressal

This process covers complaints about:

• the conduct of a call, message, visit or payment link that ran on the attpro platform;
• the conduct of attpro’s own telecalling or field staff under a managed-recovery engagement;
• the handling of your personal data by this website;
• anything else about how ATTPRO BUSINESS SOLUTIONS PVT LTD operates.

Your loan agreement is with your lender. Where a complaint concerns the amount, the terms or a decision on your account, the lender’s grievance process has authority and we will route you to it with the evidence attached.

Grievance officer: Grievance officer to be namedplaceholder. Reach the officer at info@attpro.in with “Grievance” in the subject line, or by post at ATTPRO BUSINESS SOLUTIONS PVT LTD, 15D, Block K, Opaline, Rajiv Gandhi Salai, Naval, Kelambakkam, Kanchipuram, Chingleput, Tamil Nadu 603103, India. The officer is designated under the DPDP Act and under the RBI’s outsourcing and fair-practice expectations for recovery agents.

Send us, in any language you are comfortable in:

• your name and a phone number or email we can reply to;
• the lender and, if you know it, the loan or account reference;
• what happened, when, and on which channel;
• what outcome you are asking for.

You do not need a lawyer, a form or a reference number to file. Anonymous complaints are read and investigated, but we cannot report back to you without a contact.

• Acknowledgement: within 48 hours, with a reference number.
• Substantive response: within 15 days, stating what we found, what we did, and what happens next.
• Longer investigations: where a resolution needs more than 15 days, a dated plan and interim updates at least every 15 days until closed.
• Data-protection requests: 30 days, per the privacy policy.

Every contact on the platform writes a record: the recording and transcript of a call, the delivery and read receipts of a message, the geo-tag and outcome of a visit, and the disposition recorded afterwards. The officer reviews that record, the calling-window and consent state at the time, and the conduct rules the agent was under. Where our own staff were involved, the review also covers training and certification records.

• Your lender: the lender’s grievance officer has authority over your account; we will give you the contact and forward the file.
• RBI Ombudsman: once the lender’s process has run its course, the Reserve Bank - Integrated Ombudsman Scheme covers complaints against regulated lenders at cms.rbi.org.in.
• Data Protection Board of India: for data-protection grievances not resolved by us within the statutory period.
• Cybercrime: if anyone asks you for an OTP, PIN, password or payment to a personal account in our name, report it at cybercrime.gov.in and to us; that is not how the platform works.

Complaints, their evidence and their outcomes are logged and retained for the period the lender’s agreement and applicable regulation require. Aggregate complaint statistics are reported to each lender as part of the standard reporting pack.