Grievance Redressal Officer (GRO) (शिकायत निवारण अधिकारी)
A Grievance Redressal Officer is the named official that every regulated lender — and every LSP — must appoint to handle borrower complaints, with contact details published on the app, website and KFS. The lender has 30 days to resolve your complaint, after which you can escalate free of cost to the RBI Integrated Ombudsman.
Worked example
You are charged a ₹500 fee missing from your KFS: email the GRO listed in the KFS with the loan ID and a screenshot, and keep the ticket number. No fix in 30 days → file with the RBI Ombudsman at cms.rbi.org.in.