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Methodology
How the conduct score is built
The depository is a record of reported behaviour, not a legal finding. Everything on a lender profile is computed from published, moderated borrower reports using the same formula for every lender.
The seven dimensions
Each profile starts at 100 and loses points based on the share of reports mentioning adverse conduct, then regains points for satisfaction, resolution and fair-practice positives.
| Dimension | Weight |
|---|---|
| Threats | 25% |
| Third-party contact | 20% |
| Odd-hour contact | 15% |
| Physical visits | 10% |
| Borrower satisfaction | 15% |
| Resolution rate | 10% |
| Fair-practice positives | 5% |
Bands
- 80–100 — Mostly fair conduct
- 60–79 — Mixed conduct
- 40–59 — Concerning conduct
- Below 40 — Severe conduct reported
- Fewer than 3 reports — no score is shown at all.
What we refuse to store
- Your name, phone number, email, PAN, Aadhaar or account numbers — stripped from free text before insert.
- Names of individual agents. Reports that name a person are rejected in moderation.
- Screenshots or recordings in public view. Evidence, if attached, is only visible to moderators.
- Full addresses. Location is stored as city/state at most.
Moderation
Every submission lands as pending. Reports mentioning arrest threats, impersonation, morphed photos or physical harm are flagged for a closer read. Nothing appears publicly until a moderator approves it, and a rejected report is never published or counted.
Right of reply
Any lender can claim its profile from the profile page and send a correction or response. Substantiated corrections are published on the profile, and factual errors are removed from the aggregate.