Grievance Redressal Policy

Nivāsa Finance, a brand of Niketan Financial Services Private Limited, is dedicated to building a safe, suitable, and transparent ecosystem for affordable housing finance. As an industry participant, we strive to uphold the highest standards of consumer empowerment and fair practices.

1. Our Role as a Sourcing Partner

Nivāsa Finance functions as a Direct Selling Agent (DSA) and an intermediary between potential borrowers and registered banks or financial institutions. Our primary responsibilities include identifying potential customers, explaining the features of various financial products, and facilitating the documentation process to help these institutions deliver services to the community.

We do not engage in the business of banking, and all decisions regarding loan approval and disbursement are made solely by our licensed lending partners.

2. Objective of This Policy

Our goal is to ensure that every advisor and customer has access to a prompt and fair resolution for any concerns. We aim to foster transparency and maintain honesty in all interactions, ensuring that our partners remain trusted ambassadors in their local communities.

3. How to Raise a Grievance

If you have a complaint regarding our services, our digital process, or the conduct of a sourcing partner, please contact us via:

4. Escalation Path

Most concerns are resolved directly by our customer care team. If your complaint remains unresolved after 7 working days, you may escalate in writing to our Grievance Redressal / Nodal Officer at the contact details above. If your complaint is still unresolved after 30 days, you may approach the RBI Integrated Ombudsman Scheme.