INTRODUCTION:

Customer service is extremely important for sustained business growth and as an organization Finnable Technologies Private Limited (“Company”) strives to ensure that our customers receive exemplary service across different touch points.

PURPOSE

Customer complaints constitute an important voice of the customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future.

The Grievance Redressal policy follows the following principles:

1. Customers are treated fairly;
2. Complaints raised by customers are dealt with courtesy and in a timely manner;
3. Customers are informed of avenues to escalate their complaints within the organization, and their rights if they are not satisfied with the resolution of their complaints;
4. The employees work in good faith and without prejudice, towards the interests of the customers.

INTERNAL MACHINERY TO HANDLE CUSTOMER COMPLAINTS

The Company has invested in the best-in-class CRM system to ensure timely resolution of the grievances. The system captures the complaints; follows TATs based on the nature of the query and escalates issues on the basis of predefined TATs and as per the escalation matrix. Once captured in the CRM system, the customer care will be responsible for resolution of complaint/grievance to the customer’s satisfaction within a period of 14 working days. Every attempt will be made to offer the customer suitable and appropriate alternate solutions wherever possible. However, if the customer continues to remain dissatisfied with the resolution, (s)he can escalate the issue through the grievance redressal mechanism as referred below.

TIME FRAME

Suitable timelines of 14 working days have been set for every complaint depending upon the investigations which would be involved in resolving the same. Complaints are suitably acknowledged on receipt and the customers are informed of delays if any, in the resolution.

REVIEW AND MONITORING

Periodic review of monitoring of complaints, TATs, nature of complaints will be done to ensure that process loopholes, if any, are plugged and trends are checked.

ESCALATION MATRIX:

Customer care

Borrowers are requested to address all their grievances at the first instance to the Customer care team. The contact details of the Customer are:

Email Id: makeiteasy@finnable.com

The Customer care team shall endeavor to resolve the grievance within a period of 14 (fourteen) days from the date of receipt of a grievance.

Grievance Redressal Officer

If the Borrower does not receive a response from the Customer care team within 14 (fourteen) days of making a representation, or if the Borrower is not satisfied with the response received from the Customer care team, the Borrower may reach out to the Grievance Redressal Officer on the number below anytime between 10 AM and 7 PM from Monday to Saturday except public holidays or write to the Grievance Redressal Officer at the e-mail address below. The contact details of the Grievance Redressal Officer are provided below,

Mr. Akshay Raja

Designation: Grievance Redressal Officer

Address: IndiQube Lakeside, 4th Floor Municipal No. 80/2 Wing A Bellandur Village, Varthur Hobli, Bengaluru, Karnataka, 560103.

Contact: 9741160321

Email: gro@finnable.com

Nodal Officer

Customers are requested to first raise their concerns through any of channels mentioned above. In case of delayed or no response from the respective channel within the specified timelines, such complaint may be escalated to the Nodal Officer of whose details are as given below:

Name and contact details of the Nodal Officer of the Company

ESCALATION TO RESERVE BANK OF INDIA

Customers may refer to Grievance Redressal Officer Policy available on the website of the individual Lending Partners for redressal of any grievance or escalation to RBI.

It shall be at our constant endeavour to resolve all the customer complaints at our level and to keep all our customers satisfied.