Grievance Redressal Policy

1. Introduction
Complaints are an important way for the management of a company to be accountable to the Customers. It also provides valuable prompts to review company performance and the conduct of people that work within and for it. Manipal Fintech Private Limited is dedicated in helping its Customers to meet their financial requirement in a safe, secure and confidential manner. We strive to meet or exceed industry guidelines developed to protect our Customers & their rights. This Grievance Redressal Policy (“Policy”) is applicable to Manipal Fintech Private Limited (hereafter referred as the “Company”), having its registered office at Udayavani Building, Press Corner, Manipal – 576 104, Karnataka, India. The purpose of this policy is to set forth the processes and work procedures are to be followed in receiving, handling, and responding to any grievance in respect of Services offered by the Company. By adhering to this Grievance Redressal Policy, the Company aims to foster a culture of fairness, transparency, and accountability in addressing grievances and ensuring the satisfaction and well-being of all stakeholders.
2. Definitions
a. "Customer” means customers or potential customers of banks/financial institutions in India.
b. “Grievance” means any communication that expresses dissatisfaction, in respect of any act of omission or commission or deficiency of services and in the nature of seeking a remedial action but do not include the following --—
i. complaints that are incomplete or not specific in nature
ii. communications in the nature of offering suggestions
iii. communications seeking guidance or explanation
c. “Services” means the Gold Loan facilitation services or any other financial services rendered by the Company on behalf of banks/financial institutions”.
3. Customer Grievance Redressal Mechanism
The Company has a dedicated Customer Support Team for managing Customer Grievances and queries. The Customers can reach out to Company for any Grievance or queries on Services through any of the communication channels mentioned in Table 1 below.

The Company shall, upon receiving a Grievance or query send an email to the Customer, acknowledging the Grievance/query. Subsequently response will be provided to the Customer either in the form of resolution or a request for additional details to effectively address the Grievance. The Grievance will be resolved within the timeline mentioned in Table 2 below.

If the grievance is not addressed to the satisfaction of the Customer or not addressed within the timeline, then the Customer may escalate the Grievance through any of the communication channels mentioned in Table 3 below. Customers are required to mention the Original Complaint Reference and the details of the Grievance. Escalation of the Grievance without the Original Complaint Reference will not be addressed.