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A brand of LTCV Credit

Complaint Handling & Escalation Flow

We take every concern seriously. This page sets out how to reach us, how your complaint is handled, and the escalation path available to you.

How your complaint is handled

Once you raise an issue through any channel, it follows a clear, tracked lifecycle.

  1. 01

    Raised a Complaint

    Day 1
    Raised a complaint through the Equall App (Google Play) or our website.
  2. 02

    Support Team

    Day 1
    Once your complaint is raised, our support team will work with the concerned department to solve and respond.
    Day 2 end, escalated to Grievance Officer
  3. 03

    Grievance Officer

    Day 3
    If your complaint is not resolved within 2 days, it will be escalated to our Grievance Officer.
    Day 5 end, escalated to Nodal Officer
  4. 04

    Nodal Officer

    Day 6
    If still unresolved, this final escalation is to the Nodal Officer.
Need to reach us now?

We're here. Always.

Choose the channel that fits the urgency of your concern. If in doubt, start with our app or website, it's the fastest way to get a complaint logged.