Grievance Redressal Policy

CREDOFINA FINTECH PRIVATE LIMITED ("Credofina") is committed to providing excellent customer service and ensuring complete satisfaction with our services. This Grievance Redressal Policy outlines the process for raising complaints and the mechanism for their timely resolution, in compliance with RBI guidelines on grievance redressal for digital lending platforms.

1. Our Commitment

We are committed to treating all complaints seriously and resolving them in a fair, transparent, and timely manner. Our grievance redressal framework is designed to:

• Provide accessible channels for raising complaints.
• Acknowledge complaints promptly and keep customers informed of progress.
• Resolve issues within defined timelines.
• Ensure fair and unbiased complaint handling.
• Continuously improve our services based on customer feedback.

2. How to File a Complaint

If you have a concern or complaint regarding our services, you can reach us through any of the following channels:

When filing a complaint, please include: your name, registered mobile number/email, loan application reference (if applicable), a clear description of the issue, and any supporting documents.

3. Grievance Officer

In compliance with the Information Technology Act, 2000 and RBI guidelines, we have appointed a Grievance Officer to address your concerns:

4. Resolution Timeline

We follow a structured timeline for complaint resolution:

• Acknowledgment: All complaints are acknowledged within 24 hours of receipt via email or SMS.
• Initial Assessment: The complaint is reviewed and categorized within 2 business days.
• Resolution: We aim to resolve all complaints within 7 to 15 business days from the date of receipt, depending on the complexity of the issue.
• Communication: You will be kept informed of the progress and outcome of your complaint through your preferred communication channel.

For complaints requiring coordination with lending partners or third parties, the resolution may take additional time. In such cases, we will provide interim updates every 7 days.

5. Escalation Process

If you are not satisfied with the resolution provided, you may escalate your complaint through the following levels:

6. Contact Us

For any grievance-related queries, please reach out: