Grievance

This Grievance Redressal Mechanism Policy (“Policy”) is framed in accordance with:

• RBI Master Directions for NBFC-ICC
• RBI Fair Practices Code guidelines
• RBI Circular dated November 28, 2025

The Policy aims to ensure that customer complaints are handled in a prompt, fair, transparent, and efficient manner.

• To establish a structured grievance redressal system
• To ensure timely resolution of customer complaints
• To enhance customer confidence and satisfaction
• To comply with regulatory requirements of the RBI
• To ensure accountability at all levels

• All customers of the Company
• All products and services offered (including digital lending)
• All employees, agents, recovery personnel, and Lending Service Providers (LSPs)

• Any dissatisfaction expressed by a customer
• Related to products, services, staff behaviour, charges, recovery practices, or digital platforms

• Fairness – unbiased handling of complaints
• Transparency – clear communication
• Accessibility – easy complaint lodging channels
• Confidentiality – protection of customer data
• Timeliness – resolution within defined timelines

• Email
• Phone
• Website / Mobile App
• Written application
• Customer support

If the complaint is not resolved within 30 days, or complainant/customer is not satisfied, the customer may approach:

• RBI Complaint Management System (CMS): https://cms.rbi.org.in/cms/indexpage.html#eng
• Ombudsman Scheme for NBFCs

• Acknowledgment – within 48 hours
• Registration – Unique complaint ID generated
• Investigation – Concerned department review
• Resolution – Corrective action taken
• Closure – Customer informed with response

• Digital lending issues
• Unauthorized charges
• Data privacy breaches
• Harassment by recovery agents
• Mis-selling

• Monitor complaint resolution
• Ensure regulatory compliance
• Submit periodic reports to the Board
• Act as nodal point for RBI communication

• Grievance contact details must be clearly displayed
• Complaints through apps must be trackable
• No suppression or deletion of complaints

• All complaints shall be recorded and tracked
• Data shall include

• Periodic review by Senior Management
• Report to the Board of Directors
• Reports shall include:
  1. Number of complaints received
  2. Resolved vs pending
  3. Root cause analysis

• Display grievance mechanism on website & app
• Include details in loan agreements / KFS
• Educate customers through communication

• Kept confidential
• Used only for grievance resolution
• Shared only if required by law

• Customers shall not be harassed
• Denied services
• Discriminated against

• Reviewed annually or upon regulatory changes
• Approved by Board of Directors