Grievance Redressal Process
Last Updated on: 8 January, 2026
1. Introduction
YSS Direct Credit Pvt. Ltd. believes that a transparent, fair, and responsive grievance redressal mechanism is fundamental to building trust and delivering a superior customer experience. We are committed to addressing customer concerns with empathy, efficiency, and accountability.
While we strive to ensure seamless service delivery, there may be instances where customers wish to raise complaints or grievances related to our services, including but not limited to credit report discrepancies, consent-related issues, data accuracy, application processing, or service experience.
We view every grievance as an opportunity to strengthen our processes, technology, and service standards. Customers are requested to follow the grievance redressal process outlined below for timely resolution.
2. Process of Grievance Redressal
Level 1: Customer Support
Customers may raise their grievance by contacting our Customer Support Team through the following channels:
- Customer Care Number: 9010031003
- Email: support@directcredit.in
The customer will receive an acknowledgement and response within 72 working hours from the Direct Credit support team.
Level 2: Supervisor – Customer Experience
If the customer does not receive a response within 72 working hours, or is dissatisfied with the resolution provided at Level 1, the grievance may be escalated to the Supervisor by writing to:
- Email: grievanceofficer@directcredit.in
Supervisor Details:
Name: Rajnikant Shukla
Designation: Supervisor / Team Leader – Customer Experience
Address: AT-36-71, Tower-A, 3rd Floor, Spectrum Metro Mall, Phase-2, Sector-75, Noida – 201301
The customer will receive an update or response within 48 working hours.
Level 3: Grievance Officer
If the grievance is not resolved within 7 days from the date of filing, or if the customer is not satisfied with the response provided at Level 2, the customer may escalate the matter to the Grievance Officer by writing to:
- Email: ashwani@directcredit.in
Grievance Officer Details:
Name: Ashwani Sharma
Designation: Executive Vice President – Grievance Redressal
Address: AT-36-71, Tower-A, 3rd Floor, Spectrum Metro Mall, Phase-2, Sector-75, Noida – 201301
Level 4: Nodal Officer
If the grievance remains unresolved within 7 days from the date of filing, or if the customer is not satisfied with the resolution provided at Level 3, the matter may be escalated to the Nodal Officer by writing to:
- Email: yogendra@directcredit.in
Nodal Officer Details:
Name: Yogendra Kumar
Designation: Nodal Officer (as per regulatory requirements), CEO & Managing Director
Address: AT-36-71, Tower-A, 3rd Floor, Spectrum Metro Mall, Phase-2, Sector-75, Noida – 201301
3. Escalation Matrix
| Sr. No | Level | Response Time | Turnaround Time | Designation | Contact Details |
| 1 | Level 1 | 72 Hours | 30 Days | Customer Experience Executive (Monday to Saturday, 10:00 AM to 7:00 PM) |
Address: AT-36-71, Tower-A, 3rd Floor, Spectrum Metro Mall, Phase-2, Sector-75, Noida – 201301 Phone: 9010031003 Email: support@directcredit.in |
| 2 | Level 2 | 48 Hours | 7 Days | Name: Rajnikant Shukla Designation: Supervisor / Team Leader – Customer Experience |
Address: AT-36-71, Tower-A, 3rd Floor, Spectrum Metro Mall, Phase-2, Sector-75, Noida – 201301 Email: grievanceofficer@directcredit.in |
| 3 | Level 3 | 48 Hours | 7 Days | Name: Ashwani Sharma Designation: Grievance Officer |
Address: AT-36-71, Tower-A, 3rd Floor, Spectrum Metro Mall, Phase-2, Sector-75, Noida – 201301 Email: ashwani@directcredit.in |
| 4 | Level 4 | 48 Hours | 7 Days | Name: Yogendra Kumar Designation: Nodal Officer, CEO & MD |
Address: AT-36-71, Tower-A, 3rd Floor, Spectrum Metro Mall, Phase-2, Sector-75, Noida – 201301 Email: yogendra@directcredit.in |
4. Credit Information Report (CIBIL) Related Grievances
If the grievance pertains specifically to Credit Information Report inaccuracies or disputes, customers may also approach the respective Credit Information Company directly.
For TransUnion CIBIL, customers can raise a consumer dispute through the official portal: Consumer Dispute Resolution – TransUnion CIBIL
Direct Credit will fully cooperate with the Credit Information Company in resolving such disputes in accordance with applicable laws, RBI guidelines, and regulatory requirements.
Note
Direct Credit will provide a final response or inform the customer if additional time is required within the stipulated Turnaround Time (TAT) from the date of receipt of the complaint.