1. Our Commitment
At Debitum Cube Advisors Pvt. Ltd., we believe that transparency, professional conduct and responsive customer support are essential elements of responsible financial services.
This Grievance Redressal Policy establishes a structured mechanism through which customers, individuals, clients and other stakeholders can raise complaints, concerns or service-related grievances.
Our objective is to ensure that grievances are:
- Received properly
- Recorded appropriately
- Reviewed objectively
- Handled confidentially
- Escalated when necessary
- Resolved within a reasonable period
2. Scope of the Policy
A grievance may relate to matters including:
- Credit score guidance
- Credit-profile assistance
- Debt collection or recovery communication
- Conduct of recovery personnel
- Loan underwriting support
- Incorrect or disputed information
- Personal data or privacy concerns
- Customer-service experience
- Unauthorized communication
- Misrepresentation
- Service charges
- Delay in service
- Documents submitted to Debitum Cube Advisors Pvt. Ltd.
- Other Debitum Cube Advisors Pvt. Ltd.-related services
3. Principles of Grievance Handling
Debitum Cube Advisors Pvt. Ltd. seeks to handle complaints according to the following principles:
Fairness
Complaints should be reviewed objectively without discrimination or retaliation.
Accessibility
Customers should have a clear method for contacting Debitum Cube Advisors Pvt. Ltd.
Confidentiality
Information relating to complaints should be accessed only by persons reasonably required to handle the matter.
Transparency
Where possible, customers should receive information regarding the status or outcome of their complaint.
Professional Conduct
Complainants should be treated respectfully throughout the grievance process.
Accountability
Complaints involving potential misconduct or process failures should be appropriately reviewed and escalated.
4. How to Submit a Complaint
Complaints may be sent to:
Debitum Cube Advisors Pvt. Ltd. – Customer Support & Grievance Desk
Email: contact@debitumcube.com
Postal/Office Address: Debitum Cube Advisors Pvt. Ltd. Webel IT Park, Taratala Human Resource Development Centre Building Taratala, Kolkata West Bengal – 700088 Near Brace Bridge Railway Station India
5. Information to Include in a Complaint
To enable us to review a complaint efficiently, the complainant should preferably provide:
- Full name
- Registered mobile number, where applicable
- Email address
- Relevant customer/application/reference number, if available
- Nature of the complaint
- Date of the relevant transaction or communication
- Brief description of the issue
- Relevant supporting documents or screenshots
- Details of any previous communication with Debitum Cube Advisors Pvt. Ltd.
- Expected resolution, where appropriate
Customers should avoid unnecessarily sending complete passwords, PINs, OTPs or other authentication credentials.
6. Level 1 – Customer Support
The first level of grievance handling will be through the Debitum Cube Advisors Pvt. Ltd. Customer Support & Grievance Desk.
Email: contact@debitumcube.com
Debitum Cube Advisors Pvt. Ltd. should endeavour to acknowledge a properly received grievance within a reasonable period, ordinarily within 2 business days.
The complaint will then be reviewed by the relevant team.
Where additional information is required, the complainant may be contacted.
Debitum Cube Advisors Pvt. Ltd. will endeavour to resolve ordinary complaints as promptly as reasonably possible.
7. Level 2 – Grievance Redressal Officer
If a complainant:
- Is not satisfied with the Level 1 response;
- Believes the complaint has not been adequately addressed; or
- Does not receive a response within the communicated resolution period,
the complaint may be escalated to the Grievance Redressal Officer.
Grievance Redressal Officer
Name: Binod Seth
Designation: Grievance Redressal Officer Email: contact@debitumcube.com
Address: Debitum Cube Advisors Pvt. Ltd. Webel IT Park, Taratala Human Resource Development Centre Building Taratala, Kolkata West Bengal – 700088 Near Brace Bridge Railway Station India
The subject line should preferably mention:
"Escalation – Grievance – [Reference Number]"
8. Resolution Timeline
Debitum Cube Advisors Pvt. Ltd. will endeavour to resolve complaints as early as reasonably practicable depending on the nature and complexity of the matter.
Where a complaint requires:
- Third-party confirmation
- Client/lender clarification
- Document verification
- Internal investigation
- Legal review
additional time may be required.
As a general service standard, Debitum Cube Advisors Pvt. Ltd. should endeavour to provide a final response or meaningful update within 30 days of receiving a complete complaint.
9. Complaints Relating to Debt Collection
Debitum Cube Advisors Pvt. Ltd. expects recovery-related interactions performed by or on behalf of it to remain professional and respectful.
A customer may immediately raise a grievance regarding alleged:
- Harassment
- Threatening behaviour
- Abusive language
- Excessive or inappropriate communication
- Misrepresentation
- Unauthorized disclosure of debt information
- Improper contact with unrelated third parties
- Collection activity inconsistent with applicable requirements or client instructions
Such complaints should be appropriately prioritized and reviewed.
RBI guidance for regulated lenders expressly emphasizes that recovery agents should be trained to deal with borrowers with care and sensitivity, including around calling hours and customer privacy, and that banks should maintain grievance mechanisms for recovery issues.
10. Complaints Relating to Credit Information
Where a complaint relates to information contained in a credit report or maintained by a credit information company, Debitum Cube Advisors Pvt. Ltd. may assist in identifying the issue or guiding the customer regarding appropriate steps.
However, Debitum Cube Advisors Pvt. Ltd. cannot independently alter records controlled by a lender or credit information company.
Any final correction remains subject to verification and the applicable process of the organization maintaining the information.
11. Complaints Relating to Loan Underwriting
Where Debitum Cube Advisors Pvt. Ltd. provides underwriting support to another financial institution, Debitum Cube Advisors Pvt. Ltd. may review complaints concerning its own processing or conduct.
However, the final lending decision may remain with the concerned lender.
Complaints concerning:
- Loan sanction
- Loan rejection
- Interest rate
- Loan agreement
- Disbursement
- Repayment terms
- Charges imposed by the lender
may therefore need to be addressed directly to the concerned regulated lender.
12. Complaints Where Debitum Cube Advisors Pvt. Ltd. Acts for a Financial Institution
Debitum Cube Advisors Pvt. Ltd. may, in certain assignments, perform services on behalf of a bank, NBFC, lender or other organization.
Where the grievance concerns a decision or obligation belonging to that institution, Debitum Cube Advisors Pvt. Ltd. may:
- Record the grievance;
- Forward or escalate it to the concerned institution where appropriate; and
- Inform the complainant that the concerned institution's grievance mechanism may also be used.
Where applicable, customers may thereafter use any statutory or regulatory grievance mechanism available in relation to the concerned regulated institution.
For digital-lending arrangements covered by RBI requirements, the RBI's 2025 directions provide for escalation through the regulated entity's grievance framework and, in qualifying cases, further regulatory complaint mechanisms if the complaint remains unresolved after the applicable period.
13. Privacy and Data Grievances
Complaints concerning:
- Unauthorized use of information
- Incorrect personal information
- Data access
- Data disclosure
- Marketing communication
- Data-security concerns
- Requests for correction or deletion where applicable
may be submitted to:
Email: contact@debitumcube.com Subject: Privacy Grievance
Such grievances will be handled in accordance with Debitum Cube Advisors Pvt. Ltd.'s Privacy Policy and applicable requirements.
14. Non-Retaliation
A customer should not be subjected to unfair treatment merely because they have raised a genuine complaint or requested review of a service issue.
Fraudulent, threatening, abusive or deliberately misleading complaints may, however, be handled appropriately under applicable law.
15. Record Keeping
Debitum Cube Advisors Pvt. Ltd. may maintain appropriate records of complaints and their resolution for purposes including:
- Service improvement
- Compliance
- Internal review
- Audit
- Dispute resolution
- Investigation of misconduct
- Legal requirements
Such records will be handled subject to applicable privacy and confidentiality requirements.
16. Review of Grievance Mechanism
Debitum Cube Advisors Pvt. Ltd. may periodically review complaint trends to identify:
- Repeated customer concerns
- Process deficiencies
- Training requirements
- Compliance concerns
- Recovery-conduct issues
- Service-quality issues
Corrective measures may be implemented where appropriate.
17. Contact Information
Debitum Cube Advisors Pvt. Ltd. – Customer Support & Grievance Desk
Email: contact@debitumcube.com
Office Address: Debitum Cube Advisors Pvt. Ltd. Webel IT Park, Taratala Human Resource Development Centre Building Taratala, Kolkata West Bengal – 700088 Near Brace Bridge Railway Station India