GRIEVANCE REDRESSAL POLICY OF FINKURVE FINANCIAL SERVICES LIMITED

Finkurve Financial Services Limited (hereinafter referred to as “FFSL” or “Company”) is a base layer Non-Banking Finance Companies catering to a wide range of customers at pan India level. In consonance with the guidelines set out by Reserve Bank of India (RBI) and other regulatory authorities, Finkurve Financial Services Limited has formulated the below Grievance Redressal Policy to address and resolve the complaints received from its customers. The said Grievance Redressal Policy is set out in the details as follows;

1. Objective of Grievance Redressal Policy
Customer complaints constitute an important voice of the customers, and the Company has framed the policy to lay down the framework for minimizing and resolving instances of customer grievances through proper redressal mechanism.
The Company’s Grievance Redressal Policy fulfils the following principles:
Customers shall be treated fairly at all times;
Customer shall be informed of avenues to escalate their complaints within the organisation, and their rights in cases where their complaints are not resolved in a timely manner or when they are not satisfied with the resolution of their complaints;

2. Basis
The Grievance Redressal Mechanism Policy has been made as per Guidelines and Notifications DNBS.CC. PD. No. 320/03.10.01/2012-13 dated 18th February, 2018 on Fair Practices Code for NBFCs – Grievance Redressal Mechanism issued by Reserve Bank of India (RBI).

3. Grievance Redressal Mechanism process
In case of any grievance, customers can intimate and record their complaints/grievances for a resolution in the manner detailed below:

I. Primary Level:

The customers who intend to file a Complaint, may file their Complaint with the Company by using any of the following channels of the Company and furnishing complete details in relation to such Complaint:

a) Email at support.loans@arvgo.com, or support@augmont.com (Loan against Gold Jewellery)

b) Call on 22-42441200

The customers shall ensure that they quote their application no./ sanction no. /loan account no. in every correspondence with the Company regarding their complaint. Anonymous complaints will not be addressed in terms of this Customer Grievance Redressal Mechanism.

II. Secondary Level:

In case, the Complaint is not resolved within 7 (Seven) working days from the date of filing of the Complaint or the customer is not satisfied with the response or the resolution provided to the customer at Primary Level, the Customer may escalate the Complaint to the Grievance Redressal Officer of the Company.

Escalation Matrix:

In order to effectively understand and address the customer grievances, the Company has opened multiple channels of communication.

a) The Details of Designated Officer as may be identified by the senior management/board of the Company to act as Nodal Officer (Primary Level) are as follows:

If any customer is not satisfied with the resolution provided by the Grievance Redressal Officer, then escalation can be made to the NBFC Ombudsman at the below mentioned address:

C/o Reserve Bank of India RBI Byculla Office Building

Opp. Mumbai Central Railway Station Byculla, Mumbai-400 008

STD Code: 022 Telephone No: 2300 1280 Fax No: 23022024 Email: nbfcomumbai@rbi.org.in
The Designated Officer at Level 1 shall be responsible, inter alia, for representing Finkurve Financial Services Limited before the Ombudsman and the Appellate Authority under the Scheme. The Designated Officer at Legal 1appointed at the Head Office of the Company shall be responsible for coordinating and liaising with the Customer Education and Protection Department(CEPD), RBI, Central Office.

4. Redressal of Complaints:

a) The Company shall provide the necessary clarification/justification with respect to the Complaint,to the satisfaction of the customer and take all reasonable measures to resolve the Complaint within 30 working days from the date of receipt of such Complaint.

b) In case any additional time is required for resolution of the Complaint, the Company shall inform the customer about the requirement of such additional time along with any additional information (if any) required in order to resolve the Complaint, and also intimate the customer about the expected timelines for the resolution of such Complaint.

c) The Nodal Officer/Grievance Redressal Officer in consultation with the Department Head and/or Head of the Operations of the Company shall ensure that all Complaints filed by the customers are resolved within the stimulated time frame.

5. General:

Notwithstanding anything contained in this Policy, the Company shall ensure compliance with any additional requirements as may be prescribed under any laws/regulations either existing or arising out of any amendment to such laws/regulations or otherwise and applicable to the Company.

6. Review:

The Grievance Redressal Policy is subject to review by the Management of the Company as and when deemed necessary. The Grievance Redressal Policy shall be subject to applicable laws including but not limited to the rules, regulations, directives, and instructions issued by RBI, from time to time and shall supersede the earlier version of the Policy.

RBI's Sachet Portal: https://sachet.rbi.org.in/