Privacy Policy

At MRTC Capital Advisory Private Limited (“LoanSetu”, “We”, “Our”), we are committed to safeguarding your privacy and protecting your personal information.

This Privacy Policy explains how we collect, use, process, store, and share your information when you (“User” / “Customer” / “You”) access or use our platform (“Platform”).

2.1 Legal Compliance

• Information Technology Act, 2000
• IT (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011
• IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• RBI Digital Lending Guidelines
• Other applicable laws and RBI regulations

2.2 Nature of Business

LoanSetu operates as a digital lending facilitation platform owned by MRTC Capital Advisory Private Limited in partnership with ACG Leasing Limited (RBI-registered NBFC).

2.3 Scope

This Privacy Policy must be read in conjunction with the Terms & Conditions of the Platform.

Grievance Redressal Mechanism

LoanSetu maintains a structured grievance redressal mechanism in compliance with RBI Digital Lending Guidelines.

3.1 For Loan-Related Matters (ACG Leasing Limited)

Borrowers may raise concerns regarding:

• EMI schedules
• Loan types
• Processing fees
• Charges
• Any loan-related issues

Step 1: Grievance Redressal Officer (GRO)

Name: Mr. Jitendra Mehra
Designation: Grievance Redressal Officer
Company: MRTC Capital Advisory Private Limited (LoanSetu)
Address: 16th Floor, Unit 1604, 26 Nirmal Tower, Barakhamba Road, Connaught Place, New Delhi – 110001, India
Email: grievanceofficer@loansetu.com
Working Hours: 10:00 AM – 6:00 PM (Monday to Friday, excluding public holidays)
Resolution Timeline: Within 14 days of receipt

3.2 Step 2: Nodal Officer (Escalation)

If no response is received within 14 days or the resolution is unsatisfactory:

Name: Mr. Pradeep Sharma
Designation: Nodal Officer
Company: ACG Leasing Limited
Address: A-660, Ground Floor, Giri Marg, Mandawali Fazalpur, East Delhi, Delhi – 110092, India
Contact Number: +91 9650611777
Email: nodal@loansetu.com

3.3 Step 3: RBI Ombudsman

If the complaint remains unresolved within 30 days, the borrower may file a complaint under the Reserve Bank – Integrated Ombudsman Scheme, 2021. Complaints can be filed via: https://www.rbi.org.in

4. LoanSetu (MRTC Capital Advisory Pvt Ltd) – Grievance Mechanism

LoanSetu ensures transparent and efficient handling of customer grievances.

4.1 Lodging a Complaint

Users may raise complaints related to:

• Loan applications
• EMI schedules
• Fees & charges
• Repayments
• Platform-related issues

4.2 Grievance Redressal Officer

(Details same as above) All complaints will be acknowledged promptly and resolved within 14 working days.

4.3 Escalation

If unresolved, escalate to the Nodal Officer (details above).

5. Important Note on Data Deletion

Requests for deletion of personal data cannot be processed if:

• A loan account is active
• There are ongoing obligations

Data deletion will only be processed after loan closure, subject to regulatory requirements.