Bharosa is a digital peer-to-peer lending intermediary. If you have a complaint about KYC, a loan arranged on the platform, a repayment, a wallet payout, or our conduct, use the channels below. This page is published so borrowers and lenders know how to escalate a grievance in line with fair-practice expectations for P2P platforms.
1. First point of contact
Signed-in users should open a support ticket from the in-app Help section (borrower support). You can also email support@bharosaloan.com. Please include your registered mobile or email, loan reference if any, and a short description of the issue.
2. Acknowledgement and resolution
We aim to acknowledge a written complaint within 2 working days and to provide a reasoned response within 15 working days, or to tell you why more time is needed (for example, a payment reconciliation or third-party bank delay). Complex recovery or mandate disputes may take longer; we will keep you updated on the ticket.
3. Nodal / Grievance Officer
If you are not satisfied with the first response, ask for escalation to the Grievance Officer on the same ticket or by emailing support@bharosaloan.com with the subject line “Grievance Officer — [your ticket or loan reference]”.
Grievance Officer (Nodal contact for platform complaints)
Bharosa
Email: support@bharosaloan.com
Website: https://bharosaloan.com
4. What we can and cannot decide
Bharosa can review platform fees, KYC handling, payment status on our records, and staff conduct. Loans are contracts between borrowers and lenders. We do not guarantee repayment. Payment partners such as Razorpay handle the payment rail; bank delays may need the partner or your bank. This page does not replace the loan agreement or our Terms.
5. External forums
You may also pursue remedies available under applicable Indian law, including consumer forums and, where a regulated P2P NBFC or payment system participant is involved, that entity’s own grievance process or the RBI Ombudsman scheme as it applies to that participant.