CGRM

1. Accessibility and Transparency

We believe that every consumer should have easy access to a clear and transparent process for addressing grievances. Our CGRM is designed to be straightforward and accessible, allowing consumers to raise their concerns through multiple channels, including our website, email, and phone.

2. Prompt Acknowledgment

Upon receiving a grievance, we promptly acknowledge its receipt. This ensures that consumers are informed that their complaint is being reviewed and that a reference number is provided for tracking the progress of their case.

3. Fair and Impartial Review

Our approach emphasizes fairness and impartiality. We thoroughly review each grievance to understand the issue fully and determine the appropriate action. This includes engaging with relevant parties and conducting a detailed investigation if necessary.

4. Structured Resolution Process

We follow a structured process to resolve grievances effectively:

• Initial Handling: Grievances are first addressed by the NBFC’s Help & Support section.

• Escalation: If unresolved, they are escalated to the NBFC’s Grievance Redressal Officer (GRO).

• NBSRO Intervention: If needed, the grievance is escalated to NBSRO for further action.

• Arbitration and Mediation: For agreements with arbitration clauses or where mediation is preferred, we partner with Equa.Law to provide expert resolution services.

• Regulatory Oversight: Unresolved issues can be escalated to the RBI Ombudsman.

• Legal Support: In cases requiring litigation, we collaborate with LawDocs to provide comprehensive legal assistance.

5. Commitment to Confidentiality

We are committed to handling all grievances with strict confidentiality. Personal information and details of the grievance are protected to ensure privacy and trust throughout the resolution process.

6. Continuous Improvement

Feedback is crucial for improving our CGRM. We continuously review our processes and practices based on consumer feedback and case outcomes to enhance our approach and ensure that we meet the highest standards of service.

7. Empowering Consumers

Our goal is to empower consumers by providing them with a clear pathway to resolve their grievances and ensuring that their concerns are addressed effectively. We strive to create a responsive and supportive environment where every complaint is valued and resolved.