Resolve digital loan complaints jointly with the lender

Join the app support history, journey and consent records, communications and collection contacts with the lender's account records into one case file. LSP Operations can carry out the remedy the lender's grievance officer decides, so the borrower receives one evidenced reply before the regulatory deadline.

Starts when

A borrower complaint about a loan arranged through the company, through the app, website, nodal grievance officer, email or call
A complaint forwarded by the lender that involves the company's journey, data handling or collection conduct
A notice that the borrower has complained to the RBI Ombudsman

People in the process

LLSP OperationsProcess Owner
CCustomer SupportParticipating Team

The process is a starting point. The standards are yours.

Configure for the entity’s actual role. Payment-aggregator, gateway and lending-partner obligations are distinct; the workflow must use the relevant permissions, partner contracts and reviewed requirements.

Keep the work connected.

Merchant Risk

Activate merchants only on a complete KYC file

For payment aggregators, bring the merchant's CKYCR record or due diligence, beneficial owners, settlement account, website and sanctions screening into one onboarding file. Merchant Risk can approve, condition or decline activation and keep unverified merchants off the escrow settlement list.

Merchant Risk

Verify merchant bank account changes before switching settlement

Tie each merchant change in ownership, business category, website or settlement account to the signed agreement, risk profile and fresh KYC and sanctions checks. Merchant Risk can re-rate the merchant and notify the acquiring bank before settlement moves, blocking account-change fraud.

Merchant Risk

Contain suspicious merchants and report them to FIU-IND

Compare a merchant's volumes, ticket sizes, refund and chargeback rates, payer patterns and linked merchants with the business it was approved for. Merchant Risk can decide holds, limits, suspension or termination on preserved evidence while Compliance files suspicious transaction reports on time.

FMC

Explore all Fintech & payments processes.

Order for the work. Room for the people.