• All employees, agents, and partners must act with integrity, honesty, and professionalism.
• Misrepresentation of loan terms, institutions, or approvals is strictly prohibited.
• Client data must be kept strictly confidential and used only for loan-related purposes.
• Harassment, discrimination, or unprofessional behavior will lead to disciplinary action.
• Adherence to RBI, SEBI, and IRDAI guidelines (as applicable).
• KYC norms must be followed strictly—no loan file should proceed without proper documentation.
• AML (Anti-Money Laundering) policies must be adhered to.
• Data privacy laws (as per India’s IT Act or global standards like GDPR, if international clients are handled) must be respected.
No processing of loans without customer’s consent or verification and Ensure clear communication of :
• Interest rate
• Loan amount
• Tenure
• Processing fees
• EMIs
• Pre-closure/foreclosure charges
• All documents must be verified and logged in the system.
• Clearly display and explain all bank and interest rate ranges to clients.
• Avoid “guaranteed” interest rate claims.
• Promote only actual approved financial products with RBI-registered institutions.
• Clearly explain all charges:
• Processing Fee
• Legal Fee (if applicable)
• Pre-payment Charges
• No upfront commission or illegal fees must be collected from customers.
• Refund and cancellation policies must be explained where applicable.
• Provide professional and timely support to all customer queries.
• Record customer calls and maintain communication logs for transparency.
• A dedicated grievance redressal officer should handle complaints within 7 working days.
• Escalations to the financial partner or regulator (RBI/ombudsman) must be honored.
• Every DSA must be registered and provided with an identification code or ID.
• Agents are not allowed to collect cash from customers under any circumstances.
• Incentives and commissions will be processed post-loan disbursal as per agreement.
• Misuse of company branding or fake commitments to customers may lead to termination and legal
• Maintains digital or physical copies of all processed files for a minimum of 5 years.
• Submit to regular audits by the compliance officer or financial partner institutions.
• Log all lead sources, conversions, and disbursals accurately.
Any breach of policy, fraud, misrepresentation, or unethical conduct may result in:
• Suspension or termination of association.
• Legal proceedings.
• Reporting to authorities, partners, and compliance bodies.