Grievance redressal

Unicorn Fintech Private Limited is a Lending Service Provider. We source and service loans, and we support verification and collections, on behalf of a lender. We do not lend, and we do not hold your loan.

We act for more than one lender. Every loan is made by an RBI-registered Non-Banking Financial Company, which takes the credit decision, disburses the loan, holds it on its own balance sheet and remains answerable for the arrangement.

Which lender made your loan is named on your Key Facts Statement, your sanction letter and your loan agreement. You need that name to use this page, because the escalation route runs through your own lender.

If something has gone wrong, raise it with us first. Most complaints are resolved at that stage.

How long it takes

A complaint is acknowledged within 7 days and resolved within 30 days of the day it is first received at any level, including by us. Escalating from one level to the next does not restart that period.

The 7-day acknowledgement is a commitment made by the lender, not a period the Reserve Bank prescribes. The 30 days are the Reserve Bank's.

If your loan is from Basel Investments Limited

Level 1 — Lending Service Provider (Unicorn Fintech)

The first point of contact for anything arising from your application, your loan account or its servicing.

Neeraj Tripathi, Grievance Redressal Officer
Unicorn Fintech Private Limited (borrow)
Email: grievance@borrow.com.co
Telephone: +91 84487 11525
Third Floor, Plot No. 1590, Palam Vihar, Sector 23-23A, Palam Vihar Extension, Gurugram, Haryana 122017

Level 2 — Nodal Officer, Lending Service Provider (Unicorn Fintech)

Where our Grievance Redressal Officer has not resolved your complaint, it escalates within Unicorn Fintech before it reaches the lender.

Shantanu Goswami, Nodal Officer
Unicorn Fintech Private Limited (borrow)
Email: shantanu@borrow.com.co
Telephone: +91 84486 61759
Third Floor, Plot No. 1590, Palam Vihar, Sector 23-23A, Palam Vihar Extension, Gurugram, Haryana 122017

Level 3 — The lender, Basel Investments Limited

If we have not resolved your complaint, or you are not satisfied with the outcome, it escalates to the lender. Basel remains responsible for complaints arising from any arrangement it enters into, including those handled in the first instance by us.

Bupendra Malik, Grievance Redressal Officer
Basel Investments Limited
Email: grievanceredressal@baselinvestments.com
Telephone: +91 84480 92822
SCF 80, Back Side, 2nd Floor, Sector 47-D, Chandigarh 160047

Level 4 — Nodal Officer, Basel Investments Limited

The final internal stage of escalation within the lender, before a complaint may be taken to the Reserve Bank of India.

Jyoti Sen, Nodal Officer
Basel Investments Limited
Email: grievance.nodal@baselinvestments.com
Telephone: +91 84488 40031
SCF 80, Back Side, 2nd Floor, Sector 47-D, Chandigarh 160047

If your loan is from another lender

Where the lender named on your loan agreement is not Basel Investments Limited, the grievance officer for that arrangement, and that lender's own grievance officer and nodal officer, are published on the application or website you applied through. Raise your complaint there. The timeframes above and the route to the Reserve Bank below apply in the same way.

Level 4 — Reserve Bank of India

If your complaint is not resolved within 30 days, or you are not satisfied with the reply, you may complain to the RBI Ombudsman under the Reserve Bank - Integrated Ombudsman Scheme, 2026, through the Complaint Management System at cms.rbi.org.in.

You must do so within 90 days of those 30 days ending, or of the last reply you received, whichever is later, and you must have complained to the lender first.

You may also record information about a lender on the Reserve Bank's Sachet portal at sachet.rbi.org.in.

What we will never do

We will never ask you for a fee to have a loan approved, never ask for your card PIN, your net-banking password or a one-time password, and never contact you about an overdue loan outside 8:00 am to 7:00 pm. Anyone doing so is not acting for us or for the lender.

Basel Investments Limited publishes its full grievance policy, its Fair Practices Code and its digital lending disclosures at baselinvestments.com. Another lender publishes its own.