Loan application:
Upmove Capital Private Limited will communicate to the borrower in the vernacular language or a language as understood by the borrower. Loan application includes all necessary information which affects the interest of the borrower. The loan application form gives the documents required to be submitted with the application form.
Loan appraisal and terms/conditions:
Upmove will provide a sanction letter to borrower in the vernacular language or a language as understood by the borrower. Sanction letter includes annualised rate of interest, loan repayment schedule, collateral information, processing fees, penalty charges for late payment etc.,
Disbursement of loans including changes in terms and conditions:
Upmove will send communication to each borrower, any change in terms and conditions of the loan including disbursement schedule, interest rates, service charges, prepayment charges etc. Changes with respect to interest rates will be effected prospectively.
Upmove will release all securities on repayment of all dues or on realisation of the outstanding amount of loan subject to any legitimate right or lien for any other claim, Upmove may have against borrower. If such right of set off is to be exercised, the borrower shall be given notice about the same with full particulars about the remaining claims and the conditions under which Upmove are entitled to retain the securities till the relevant claim is settled/ paid.
General:
Upmove will refrain from interference in the affairs of the borrower except for the purposes provided in the terms and conditions of the loan agreement (unless information, not earlier disclosed by the borrower, has been noticed).
Recovery:
In the matter of recovery of loans, the Upmove will not resort to undue harassment viz; persistently bothering the borrowers at odd hours, use muscle power for recovery of loans etc. Complaints from customers also include rude behaviour from the staff of the Company. Upmove staff will be adequately trained to deal with the customers in an appropriate manner.
Grievance Redressal Process:
A. Modes of Registration of Complaints:
In order to effectively understand and address customer grievances, the Company shall open multiple channels of communication as follows:
1. Email
Customers have the option of sending their queries through email to contact@upmove.in and get their complaints registered
Existing customer can email for any issues related to disbursement or repayments, by quoting the loan ID to help@upmove.in
2. Phone
+91 9986640581
3. Visit to our office at the address mentioned below:
Upmove Capital Private Limited
Indiqube Gamma, No.293/154/172, 1st Floor,
Outer Ring Road, Kadubeesanahalli. Bengaluru KA 560103
B. When to expect a response:
After a customer has filed a complaint through one of the channels above, he/she should expect to receive an acknowledgement/response within one week from the date of registering the complaint. The Company shall also provide suitable justification in case the complaint resolution requires more than the stipulated time.
Addressing or handling of Complaints:
In case the complaint is not resolved within the specified timeframe or the customer is not satisfied with the resolution provided, he/ she may contact the Company’s Grievance Redressal Officer. The name and contact details of the Grievance Redressal Officer is as under:
| Designation | Grievance Redressal Officer |
| Name | Nadeem K |
| Contact No. | 9986640581 (The contact number is allocated exclusively to the Grievance Redressal Officer). |
| Email ID | grievanceredressalofficer@upmove.in |
After examining the grievance, the Grievance Redressal Officer will send the final response within 30 working days of the receipt of the complaint/ grievance. During this time, customers can write in to us to check on the status of their grievance, and we will endeavor to respond to them as quickly as possible.
Escalation Process:
Level 1: The customer can contact us through one of the channels listed above under the Modes of Registering Complaint section.
Level 2: If the customer is not fully satisfied with the company’s response to his/her grievance, he/she can contact the Grievance Redressal Officer Mr. Rohit Garg at grievanceredressalofficer@upmove.in
Level 3: In case a grievance / complaint are not redressed within a period of one month, the customer may contact the Reserve Bank of India at the following address:
Office-in-Charge
Department of Non-Banking Supervision,
The Reserve Bank of India10/3/08, Nrupatunga Road,
P.B.No.5470,Bangalore-560001