Customer Grievance Redressal Policy

Objective & scope of the policy

As a service-first organisation, our primary responsibility is customer service and satisfaction. This document sets out how Paisa24Finance receives, handles and resolves customer complaints. Its key objectives are to ensure that:

1. Every concern raised by a customer is resolved effectively and within a committed timeline, leading to their satisfaction.
2. Customer feedback is used to continually improve our processes, products and service quality.
3. Where a customer is not satisfied with the resolution provided, a clear path exists to escalate the matter to a higher level within the organisation.

The policy describes the channels available for lodging a complaint, how the concerned department obtains a solution, and how we respond to the customer within the committed time period.

What is a complaint?

A complaint is an expression of dissatisfaction — made in writing, through electronic means or over the phone — alleging a deficiency in:

• services, products or policies of Barota Finance Limited;
• services provided by outsourcing agencies engaged by Barota Finance Limited to serve its customers;
• the conduct or behaviour of an employee;
• fintech / digital-lending matters raised by borrowers;
• the confidentiality and protection of a customer's personal (including sensitive personal information) and financial information.

A complaint is not a request for data modification, or an enquiry about loan products, schemes, interest rates or similar requests that can be resolved directly by Customer Care.

Who is a customer?

A customer is a person who has obtained a loan or finance facility from Barota Finance Limited through the Paisa24Finance platform.

Raising a complaint

Modes of raising a complaint

• Voice support: Call our Customer Care Helpline at +91 9888133360, Monday to Saturday, 10:00 AM to 6:00 PM.
• Email support: Write to us at care@paisa24finance.com.
• By post: Customer Care Department, Barota Finance Limited, SCO-859, NAC, Manimajra, Chandigarh — 160101.
• In person: Barota Finance Limited, SCO-859, NAC, Manimajra, Chandigarh — 160101.

Information to include in a complaint

To help us resolve your complaint quickly, please provide the following:

1. Your full name;
2. Your complete correspondence address;
3. Loan ID;
4. Registered mobile / phone number;
5. Email address, if any;
6. Details of the complaint;
7. Documentary proof, if required.

Complaint treatment

1. How we address a complaint

• First-call resolution: Complaints that can be resolved immediately are addressed on the same call and closed.
• Resolution after verification: For complaints that require verification or further investigation from other departments and cannot be resolved immediately, the customer is informed of the expected closure timeline. A ticket is raised and assigned to the concerned department on priority.

2. Mechanism to handle complaints

While handling a complaint, the customer will be informed about:

1. all issues and concerns raised by the customer;
2. an explanation of the final solution provided;
3. the expected timeline for closure, where an immediate solution cannot be provided;
4. progress updates at defined intervals / milestones, including reasons for any delay;
5. any supporting documents or information required, clearly stated along with the reason for the requirement.

Team members handling a complaint will make reasonable attempts to reach the customer with a solution, preferably in the same form in which the complaint was received.

3. Archiving of complaints

Once a resolution is provided, the concerned department updates the status of the complaint as closed in the system. Closed complaints are retained and can be re-examined at any time, as and when required.

Grievance redressal mechanism

Customers who wish to submit a complaint or feedback on any issue may use the following escalation channels:

Resolution turnaround time

All customer complaints will be resolved within 1 (one) month from the date of receipt of the complaint with complete details.

Supervision & reporting

1. Reporting

Complaint MIS and reporting are maintained, and this reporting serves as an input for further analysis and periodic review.

2. Supervision

A summary of the customer grievance report, together with a status report indicating the actions taken to resolve complaints, is placed before the Board of Directors for review on a semi-annual basis. The report includes the total number of complaints received, disposed of and pending, along with the reasons, for the Board's information and guidance.

Download Customer Grievance Redressal Policy (PDF)