Nyaya Setu

Documentation Guides

Guide for clients

For finance companies bringing claims: set up your team, upload cases, approve and post the S.21 notice, and follow each case to the award.

Last updated 8 October 2026.

Getting started

Your organisation is set up by the administrator. Your first client admin is invited by email, and can then invite colleagues (invitations last 7 days) and add branches under Settings. Everyone signs in at /sign-in with two-step verification: see Accounts and sign-in.

RoleCan do
Client adminEverything for your organisation, including inviting users, branches and authority grants.
Client managerDay-to-day work: uploads, documents, approvals, post reports, data requests. Cannot manage users.
Branch officerUploads campaigns, views cases and reports updates, for their own branches only.
Client viewerRead-only.

A user tied to branches sees only those branches’ cases. The Post screen is for head-office users.

Authority to act

Before notices go out in your name, record who may act for you. Under Settings, an authority grant names the signatory and designation, what they may do (send S.21 notices, approve claims, authorise a settlement, withdraw), the dates it is valid for, and the authority letter or board extract as a PDF.

A grant takes effect only when a second client admin approves it. The dashboard warns you 30 days before a grant expires.

Your dashboard

The home page shows your cases, those in arbitration, those that need your action, hearings in the next 7 days, awards issued and closed cases, with a count of cases at each stage.

Needs your action lists what is waiting on you: an authority problem or expiry, cases returned for correction, uploads with errors, and cases without documents.

Upload a campaign

  1. Choose Upload cases. Give the campaign a name and choose the Excel file.
  2. Choose a column profile (one is suggested) so your columns are matched to the fields the platform needs.
  3. Check the rows: fix errors in the grid or download the error report. Check how many respondents can be reached on each channel.
  4. Submit the campaign, or submit the valid rows and leave the others out.

The full list of columns, formats and error messages is in The campaign file.

Attach documents

From Campaigns, attach the documents for many cases at once: one ZIP of up to 500 MB, or many PDF, PNG or JPEG files of up to 25 MB each.

  • Put the loan number in each file name, for example LN0000000001_agreement.pdf. Files are matched to cases by it.
  • The document type is read from words in the name (agreement, soa or statement, recall or demand, sanction). The types are loan agreement, statement of account, recall notice, sanction letter, authority letter, consent letter, or other.
  • The dashboard counts the cases still without documents.

Approve the S.21 notice

The S.21 notice is sent in your name, on your letterhead, so your authorised signatory approves each batch before it goes. Under Approvals you see each batch with a sample notice and the counts. The signatory confirms that they have reviewed the sample and the counts, and approves sending on your behalf.

The administrator then sends it by WhatsApp and email (and SMS once an SMS provider is in place). The posted copy is sent by you: see the next section.

Post the S.21 notice and report proof

When a batch is ready you get an email, and the Post screen offers a ZIP of up to 500 letters: one PDF per letter, a manifest.csv, a README.txt and hashes.json with a fingerprint of every file. Send the letters by Registered Post A.D. or Speed Post.

Then report each letter:

ReportWhat to give
BookedThe tracking number (5 to 40 characters) and the booking date.
DeliveredThe date, and a scan of the signed acknowledgement card.
RefusedThe date, and a scan of the card or envelope marked refused.
ReturnedThe date, and a scan of the returned envelope with the postal remark.

Scans can be PDF, PNG or JPEG. A report counts only after a case manager accepts it; if it is rejected you see the reason and can report again.

The commencement notice is never posted, and other notices that go by post are posted by the administrator. Only the S.21 notice is posted by you.

Replies and data requests

  • Postal replies. If a respondent writes back to you, use Report a postal reply on the case page with the date, a summary and a scan. The case team reviews it.
  • S.21 responses. On Campaigns, “Download S.21 responses” gives a CSV of every reply to the S.21 notice for that campaign.
  • Data requests. The case team may ask you to verify a borrower, or for a new address, a new contact or a document. Answer under Data requests. A new phone number or email for a respondent cancels their portal sign-in details, and new ones are sent.

File the statement of claim

Once the arbitrator is appointed, file the claim from the case page: the amount, the reliefs you ask for, at least three supporting documents, and, if needed, an application for interim relief (s.17) with its urgency. The tribunal serves it on the respondents.

Payments and settlements

The platform handles no money. Respondents pay you directly, never through the platform.

Tell the case team when a respondent pays in part, settles outside the arbitration, has the loan restructured or closed, or has new contact details. These are recorded as information only. A settlement, restructuring or closure is reviewed by the case team; the case ends only when the settlement or withdrawal is recorded in the proceedings.