The objectives of this Grievance Redressal Policy include:

• Providing customers with an accessible mechanism for raising complaints.
• Ensuring complaints are considered fairly and appropriately.
• Providing timely responses and resolution to customer concerns.
• Providing an escalation mechanism where a complaint is not resolved at the initial level.
• Maintaining accountability in the grievance redressal process.

This Policy applies to grievances and complaints relating to the products and services offered by the Company.

The grievance redressal mechanism covers customer interactions across applicable levels of the Company's operations.

Where services are provided through outsourced service providers or other authorised service arrangements, the Company's responsibility for redressal of customer grievances relating to such services shall continue in accordance with applicable requirements.

The Company shall designate an appropriate Grievance Redressal Officer for handling customer complaints and grievances.

The Grievance Redressal Officer is responsible for the overall functioning of the Company's grievance redressal mechanism and for addressing customer complaints in a timely and efficient manner.

Customers or borrowers having a grievance or complaint regarding the products or services offered by the Company may raise their concern through the available customer support or grievance channels.

Customers should provide sufficient information regarding the complaint so that the matter can be reviewed and addressed appropriately.

Information that may be provided

• Customer name and registered contact details.
• Loan or application reference, wherever applicable.
• Details of the complaint or concern.
• Relevant supporting documents or information, wherever applicable.

The Company will review the complaint and provide a response within the applicable grievance redressal timeline.

Complaints may be escalated where the customer is not satisfied with the response or where the complaint remains unresolved at the applicable level.

Level 1 – Customer Support

The customer may initially raise the complaint through the Company's customer support or designated complaint channel.

Level 2 – Grievance Redressal Officer

If the complaint is not resolved at the initial level, the customer may escalate the matter to the Grievance Redressal Officer through the designated grievance channel.

Level 3 – Higher / Nodal Grievance Level

Where applicable, unresolved grievances may be escalated to the designated higher or nodal grievance redressal authority in accordance with the Company's grievance mechanism.

If a complaint remains unresolved after following the Company's grievance redressal mechanism within the applicable period, the customer may approach the appropriate Reserve Bank of India grievance mechanism, subject to the applicable RBI framework and eligibility requirements.

Customers may use the RBI Complaint Management System for complaints that are eligible for escalation under the applicable RBI mechanism.

RBI Complaint Management System

Customers may also refer to the RBI Sachet portal where applicable.

RBI Sachet

The Company does not discriminate against physically or visually challenged applicants or customers while extending applicable products and facilities, including loan facilities, on the grounds of disability.

The Company endeavours to assist customers with disabilities in accessing its products and services.

Appropriate staff training may be undertaken periodically to enable employees to effectively assist such applicants and customers.

Customers requiring assistance with a grievance may contact the Company's customer support or grievance redressal channel.

The Board of Directors shall periodically review the functioning and compliance of the grievance redressal mechanism.

Such review may be undertaken at the applicable levels of management based on reports relating to grievances and their resolution.

Where changes are required to the grievance redressal mechanism or policy, the applicable information shall be updated through the Company's appropriate communication channels.

For any complaint, grievance or query relating to the Company's products and services, customers may contact the Company using the details below.