Legal

Grievance Redressal

Effective 2 November 2026 · Last updated 2 November 2026

If something has gone wrong with TenderLine by Rakshati, tell us. This page explains how to raise a complaint, who handles it, how quickly we respond, and where to go for complaints about an insurer.

1. Who we are

TenderLine by Rakshati is a technology platform of Rakshati Finserv Private Limited (CIN U74909DL2023PTC411138) that helps businesses prepare surety bond applications. Rakshati is not an insurer and not an IRDAI-registered insurance intermediary, and does not quote, arrange or advise on insurance. Insurance surety bonds are underwritten and issued only by IRDAI-licensed insurers, which decide eligibility, premium and terms.

2. How to raise a grievance

Please include:

• Your name, company name, and a phone number or email we can reply to.
• The tender or enquiry your complaint relates to, if any.
• What happened, when, and what outcome you are asking for.
• Copies of any documents or messages that help explain it.

3. What happens next

• Acknowledgement: we confirm receipt within 2 working days.
• Resolution: we aim to resolve the grievance, or send you a written, reasoned reply, within 15 working days of receipt. If we need more time, we tell you why and when to expect an answer.
• The Grievance Officer handles each grievance personally and keeps a record of it until it is closed.

4. Complaints about an insurer or a bond

Decisions on whether a bond is issued, its premium, its wording, and any claim under it are made by the insurer, not by Rakshati. For complaints about these:

• Contact the grievance redressal officer of the insurer that issued or considered your bond. Every insurer publishes its grievance contacts on its website. We will help you find the right contact.
• If the insurer does not resolve it, you can escalate to IRDAI through Bima Bharosa, IRDAI's grievance portal.
• Eligible complaints can also be taken to the Insurance Ombudsman.

5. Personal data

For requests or complaints about your personal data, see section 7 of our Privacy Policy. The same Grievance Officer handles them.

6. Changes & contact

We may update this page; the "Last updated" date reflects the latest version. General questions: support@rakshati.in · +91 76984 58164.