If something's wrong, here's exactly what happens next

No open-ended waiting. Every level of escalation has a named owner and a fixed response window.

Englishहिंदीதமிழ்తెలుగుಕನ್ನಡ
Email support Escalate to the grievance officer
7 days
Level 1 response, customer support
14 days
Level 2 response, Grievance Redressal Officer
30 days
Escalate to RBI if still unresolved

Three levels, each with a named owner

Start at Level 1. If it's not resolved in that window, you're free to move it up yourself, you don't have to wait it out.

Level 01

Customer support team

Write to us at support@suvron.in. We aim to resolve most queries and complaints within 7 days.

Level 1
Channel Email
Response by 7 days
Level 02

Grievance Redressal Officer (GRO)

If Level 1 hasn't resolved it, write directly to our named Grievance Redressal Officer, Ms. Ekta G, at gro@suvron.in or call 9971373543. Resolution within 14 days of receipt.

Level 2
Channel Email or phone (named officer)
Response by 14 days
Level 03

Reserve Bank of India (RBI)

If it's not resolved within 30 days of your first complaint, you can approach the RBI's Consumer Education and Protection Cell directly, through the CMS Portal or the SACHET Portal.

Final resolution
Under RBI CEPC guidelines

Three contacts, all of them actually monitored

Start here

Any issue, first contact

support@suvron.in

Escalate here

Ms. Ekta G, Grievance Redressal Officer

gro@suvron.in•9971373543

Regulator

RBI Consumer Education & Protection Cell

cms.rbi.org.in

We're committed to RBI CEPC compliance at every level of this process, a defined timeline, not an indefinite wait.

The full policy

The summary above covers how to raise a complaint. If you want the complete formal text, it's here too.

View the full policy (GRP/1.0/2026-27)
Version: GRP/1.0/2026-27 Original adoption date: July 30, 2026 Policy owner: Shantilekh Global Technology Pvt. Ltd. Approved by: Board of Directors

1. Policy objectives

  • Customer focus: ensure fair treatment and transparent handling of customer concerns.
  • Satisfaction: provide clear, effective channels for queries and complaints.
  • Compliance: align with RBI guidelines and lending partner requirements.

2. Scope

Applies to all SUVRON offices, employees, representatives, and outsourced partners. Covers interactions with prospective, current, and former customers across all products and services.

3. Principles

  • Customers treated fairly, courteously, and promptly.
  • Complaints resolved within prescribed timelines.
  • Escalation avenues clearly communicated.

4. Governance & oversight

  • Grievance Committee: reviews quarterly MIS reports, root cause analysis, and corrective actions.
  • Board of Directors: annual review of the grievance mechanism and periodic oversight of complaint trends.

5. Transparency

  • Contact details of Customer Support and the GRO are displayed on the SUVRON website and app.
  • Customers are informed of timelines and their escalation rights.