1. Preamble / Objective
Venus Barter Private Limited ("the Company") is committed to providing efficient, fair, and prompt redressal of customer grievances. This policy is formulated in compliance with RBI guidelines to ensure transparent handling of complaints, prevent recurrence, and uphold customer trust.
The Company aims to resolve all complaints within the stipulated timelines and escalate unresolved issues appropriately.
2. Scope
This policy covers all grievances/complaints relating to:
- Loan application, appraisal, sanction, disbursement
- Interest rates, fees, charges, penal interest
- Repayment, foreclosure, prepayment
- Recovery practices
- Customer service, privacy, or other VMoney services
Anonymous complaints may not be entertained unless involving serious regulatory violations.
3. Channels for Lodging Complaints
- Email: grievance@venusbarter.com
- Phone: +91 70696 00691
- Website/App via registered email/mobile
- Letter: 71, Metcalfe Street, 3rd Floor, Room 302, Kolkata, West Bengal – 700013
4. Grievance Redressal Mechanism & Escalation Matrix
- Level 1 – Customer Service
- Acknowledgement: Within 1 working day
- Resolution: 7–10 working days
- Contact: info@venusbarter.com
- Level 2 – Grievance Redressal Officer
- Name: Mr. Sunandan Kumar
- Phone: +91 95121 82186
- Email: grievance@venusbarter.com
- Resolution within overall 30 days
- Level 3 – Principal Nodal Officer
- Name: Mr. Sudarshan Dhomeja
- Resolution within 30 days
- Level 4 – RBI Integrated Ombudsman
5. Key Commitments & Timelines
- Acknowledgement within next working day
- Resolution within 30 days
- No charges for grievance redressal
- No discrimination or retaliation
- Root-cause analysis for preventive action
6. Internal Ombudsman
As per RBI directions (2026), unresolved complaints may be escalated to an Internal Ombudsman for independent review.
7. Display & Communication
- Displayed on website, app, loan documents
- Officer details included in KFS and welcome kit
8. Review & Approval
- Reviewed annually or on RBI updates
- Approved by Board of Directors
- Last reviewed: 16 January 2026