Legal document · v1.0
Grievance Redressal Policy
How to complain, who handles it, how long it takes, and how to escalate — including to Nepal Rastra Bank where your lender is involved.
Not yet in force
This document is published for review and does not yet bind anyone. It commences on the date the Khepee lending service goes live with a licensed partner institution, and that date will be recorded here when it is set.
In plain language
This summary is provided to help you understand the document. It is not a substitute for the formal text below, which governs.
- Complaints about your loan go to your lender. They are your creditor.
- Complaints about the app or our handling of your data go to grievance@khepee.com.
- We acknowledge within 7 days and aim to resolve within 30.
- If your lender does not resolve it, you can escalate to Nepal Rastra Bank.
1Which complaints go where
Sending a complaint to the right place is the single biggest factor in how quickly it is resolved.
1.1
Your lender handles the loan
A credit decision, an interest rate, a fee, an instalment, a repayment arrangement or recovery conduct is a matter for the licensed institution that issued your loan. They are your creditor and can actually change those things.
1.2
Khepee handles the platform
A fault in the app, a problem submitting an application, incorrect information displayed, or our handling of your personal data.
1.3
Overlap
Where a complaint touches both, send it to either and say so. We will coordinate with the institution rather than pass you back and forth.
1.4
We cannot change a lending decision
Khepee has no authority to grant a loan, alter a rate or vary a repayment. Directing such a complaint to us only adds delay.
2How to complain to us
2.1
Email
grievance@khepee.com. This is a monitored address with a named owner, not a general inbox.
2.2
Telephone
+977 9705 300600.
2.3
Post
Lacspace Corporation Pvt. Ltd., Kathmandu, Nepal.
2.4
Language
Complaints may be made in Nepali or English, and we will reply in the language you used.
2.5
What to include
Your name, the mobile number registered with the app, the name of your lender if known, what happened and when, and what outcome you are seeking.
2.6
Never send credentials
Do not send your one-time code, and do not email photographs of your identity documents. We will never ask for them by email.
2.7
On behalf of someone else
A complaint may be made by a representative with the complainant’s written authority.
3What we do and when
3.1
Acknowledgement — 7 days
We acknowledge every complaint within seven days, with a reference number and the name of the person handling it.
3.2
Assessment
We establish the facts using the audit trail, which records what actually happened rather than what anyone recalls.
3.3
Resolution — 30 days
We aim to resolve within thirty days of acknowledgement. Where a matter is complex or depends on a third party, we will tell you why and give a revised date.
3.4
Written outcome
You receive a written outcome explaining what we found, what we are doing, and what to do if you disagree.
3.5
If we were wrong
We say so plainly, correct it, and where we caused loss we address it rather than requiring you to argue.
3.6
Records
Complaints and their outcomes are recorded and reviewed for patterns, because a recurring complaint usually indicates a product defect rather than a series of unlucky users.
4Escalation
4.1
Internal escalation
If you are dissatisfied with the outcome, reply and ask for escalation. It will be reviewed by someone who was not involved in the original handling.
4.2
Escalation within your lender
Every licensed institution has a grievance escalation process. Ask them for it in writing; they are required to have one.
4.3
Nepal Rastra Bank
If your lender does not resolve your complaint, NRB operates a grievance mechanism for customers of licensed institutions. Nothing in our documents restricts your right to use it.
4.4
Other remedies
Using this process does not affect any legal remedy available to you.
4.5
No retaliation
Making a complaint will not affect how your application or loan is treated.
5Specific situations
5.1
You believe your data was misused
Write to privacy@khepee.com as well as grievance@khepee.com. We can show, from the audit trail, exactly who accessed your data and the purpose they declared.
5.2
You were refused and want to know why
A reason is recorded for every refusal. Ask your lender, who made the decision.
5.3
You are being contacted about arrears inappropriately
Report it to your lender and to grievance@khepee.com. Our Code of Conduct sets limits on contact frequency, hours and third-party disclosure, and every contact is logged.
5.4
Someone asked for your one-time code
Report it immediately. We will never ask for it, and neither will a legitimate lender.
5.5
You were asked to pay a fee before disbursement
This is fraud. Do not pay. Report it to your lender, to compliance@khepee.com and to the authorities.
5.6
You believe someone applied in your name
Contact us and your lender immediately. The audit trail records the device and session behind every application.