Fair Practices Code
Dhani Services Limited
CIN: L74110HR1995PLC121209
Last Updated: January 2025
✨ What This Means For You
Complete Transparency — All loan terms, interest rates, and charges disclosed upfront before you commit
Respectful Treatment — No harassment or coercive practices; dignified communication always
Quick Resolution — Complaints acknowledged in 3 days, resolved within 30 days
Data Protection — Your personal information is secure and never shared without consent
Introduction & Purpose
This Fair Practices Code ("FPC") has been adopted by Dhani Services Limited, operating as Dhani Services Limited, in alignment with the guidelines issued by the Reserve Bank of India (RBI) under the Master Direction – Reserve Bank of India (Non-Banking Financial Company – Scale Based Regulation) Directions, 2023, and subsequent circulars on fair lending practices.
The purpose of this Code is to promote fair and transparent practices in all our dealings with customers, ensure ethical conduct in lending operations, and establish clear mechanisms for grievance redressal.
Scope of Application
This Fair Practices Code applies to all financial products and services offered by Dhani Services Limited, including but not limited to:
Guiding Principles
🔍 Transparency
All terms, conditions, interest rates, and charges shall be communicated clearly and in a language understood by the borrower.
⚖️ Fair Treatment
All customers shall be treated with dignity and respect, without discrimination based on caste, religion, gender, or economic status.
🔐 Confidentiality
Customer information shall be kept confidential and not disclosed to third parties except as required by law or with customer consent.
📋 Accountability
We are accountable for our actions and maintain proper documentation and audit trails for all transactions and decisions.
Interest Rates & Charges Disclosure
We are committed to full transparency in all financial charges. The following information shall be communicated to borrowers:
📝 At Application Stage
- • Range of interest rates applicable to the loan product
- • Processing fees and other upfront charges
- • Documents required for loan processing
✅ At Sanction Stage
- • Exact interest rate (fixed or floating) applicable
- • Annual Percentage Rate (APR) calculation
- • EMI amount and repayment schedule
- • Penal interest/charges for late payment
- • Prepayment/foreclosure charges
💰 At Disbursement Stage
- • Complete loan agreement with all terms and conditions
- • Repayment schedule with due dates
- • Key Fact Statement as per RBI guidelines
- • Contact details for queries and grievances
Sanction & Disbursement Timelines
| Stage | Timeline & Communication |
|---|---|
| Application Receipt | Acknowledgement within 24 hours with application reference number |
| Credit Assessment | Completed within 7-14 working days of receiving complete documentation |
| Sanction Decision | Written communication of approval/rejection with reasons (if rejected) |
| Loan Agreement | Provided in the language understood by the borrower; adequate time given to review |
| Disbursement | Within 3 working days of agreement execution and fulfillment of conditions |
Recovery & Collection Practices
🚫 Prohibited Practices
Dhani Services Limited and its authorized representatives shall NOT engage in:
- • Physical intimidation, threats, or use of violence
- • Harassment through persistent calls at inappropriate hours (before 8 AM or after 7 PM)
- • Public shaming or disclosure of debt information to third parties
- • Contacting borrower's family, friends, or employer without consent
- • Use of abusive or foul language
- • Seizure of assets without following due legal process
📞 Escalation Matrix
Grievance Redressal Mechanism
⏱️ Acknowledgement
Within 3 business days of complaint receipt, with a unique reference number
✅ Resolution
Within 30 days of complaint receipt, with written communication of outcome
📧 Contact Our Grievance Officer
Email: Grievance@dhaniloan.info
Phone: 04843519355
Address: Bandra Kurla Complex, 3rd Floor, B Wing, Fortune Building, Bandra East, Mumbai, Maharashtra 400051
⚠️ Escalation to RBI
If your grievance is not resolved within 30 days or you are not satisfied with the resolution, you may escalate to the Reserve Bank of India through the RBI Integrated Ombudsman Scheme.
Visit: https://cms.rbi.org.in
Privacy & Data Handling
Dhani Services Limited is committed to protecting your personal information. We collect, process, and store data in accordance with applicable data protection laws and our Privacy Policy.
- Personal data is collected only for legitimate business purposes
- Data is not shared with third parties without consent (except as required by law)
- Appropriate security measures are in place to protect against unauthorized access
- Customers have the right to access and correct their personal information
For complete details, please refer to our Privacy Policy available on our website.
Complaint Register & Reporting
Dhani Services Limited maintains a comprehensive complaint register and is committed to transparent reporting:
- All complaints are logged with unique reference numbers for tracking
- Regular analysis of complaints to identify systemic issues
- Quarterly review by senior management and Board
- Compliance with RBI reporting requirements on customer grievances
Our Commitment Against Coercive Practices
Dhani Services Limited hereby affirms and commits that:
"We shall not resort to any form of coercive, intimidating, or harassing collection practices. All recovery efforts shall be conducted in a dignified manner, respecting the borrower's rights and privacy. Any staff member or agent found violating this commitment shall be subject to strict disciplinary action."
— Management, Dhani Services Limited