GRIEVANCE REDRESSAL MECHANISM

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Grievance Redressal Mechanism

FlexiLoans is a trusted digital lending platform owned and operated by Epimoney Private Limited, a Reserve Bank of India (RBI) registered Non-Banking Financial Company (NBFC) (“Company” or “We” or “Our” or “Us”). Our commitment is to empower small and medium-sized enterprises (SMEs) by providing quick and flexible financial solutions for their business growth.

The Company has multiple channels of communication and customers can use any of the following modes to raise or escalate a complaint with Us. Details of the escalation matrix are as below:

Level 1 – Customer Service Team

The customer may register his/her query/ complaint to the Company. Mode through which the customer may connect are :

a) Mobile App - 'FlexiLoans: Business Loan App,' available on Google Play Store.
b) Customer Portal - https://flexiloans.com/grievance-redressal-mechanism
c) Email - customer can write to Us at myaccount@flexiloans.com
d) Telephone - Customers can call Us on toll free number: 022 - 68219595 (Telephone Lines are open on 10:00 am to 7:00 pm Monday to Saturday except National Holidays)
e) Post - Customers can post to Us at: Epimoney Private Limited (FlexiLoans), 7th Floor, South Annexe, Tower 2, One World Centre, 841, Senapati Bapat Marg, Lower Parel, Mumbai, Maharashtra – 400013

TAT (Turnaround Time) to resolve the grievance - Within 07 days from the date of receipt of customer complaint.

Level 2 – Customer Service Head

If the customer does not receive a response from the Customer Service Team within 7 (seven) days of making a representation, or if the customer is not satisfied with the response received from the Customer Service Team, the customer may reach the Customer Service Head on the telephone number or post or through email, at the below mentioned address:
Email: rekha.prasad@flexiloans.com

TAT (Turnaround Time) to resolve the grievance - Within 14 days from the date of receipt of customer complaint.

Level 3 - Compliance Head

If the customer is not satisfied with the resolution provided on their complaints, they may escalate their complaint to the Compliance Head of the Company. Mode through which the customer may connect are :

a) Email - compliance@epimoney.com
b) Telephone – 022 - 62603800 (Telephone Lines are open from 10:00 am to 6:00 pm Monday to Friday except National Holidays)
c) Post – Compliance Head, Epimoney Private Limited (FlexiLoans), 7th Floor, South Annexe, Tower 2, One World Centre, 841, Senapati Bapat Marg, Lower Parel, Mumbai, Maharashtra – 400013

TAT (Turnaround Time) to resolve the grievance - Within 22 days from the date of receipt of customer complaint.

Level 4 - Grievance Redressal Officer (GRO)

If the grievance is not resolved by the Compliance Head within 8 days from the date of receipt of consumer complaint(s) or if the customer is not satisfied with the resolution provided by the Compliance Head of the Company, the customer can escalate the grievance with the Company’s GRO, the details of which are provided below:

Name of the Grievance Redressal Officer: Mr. Manish Lunia
Email id: nodal.grievance@epimoney.com
Address: Epimoney Private Limited (FlexiLoans) 7th Floor, South Annexe, Tower 2, One World Centre, 841, Senapati Bapat Marg, Lower Parel, Mumbai, Maharashtra – 400 013.

Telephone- Customers can call Us on Our toll-free number @ 022 - 62603803*

*Telephone Lines from Monday to Friday between 10:00 am to 6:00 pm, except on National Holidays.

*Please note that a grievance can be escalated to the GRO only when the complaint is not resolved by the Compliance Head within the prescribed TAT or if the customer is not satisfied with the resolution provided by the Compliance Head of the Company. Customer shall keep the ticket number (allocated against the grievance by customer service team) in record and shall provide the same to the GRO for grievance escalation.

Notes:

a) The number of days as stated in the above table for the escalation of complaint at different levels shall be computed from the first date the complaint is raised with the Company’s contact team i.e. Customer service team.
b) If a customer does not receive any response within 30 days from the Company from the date of complaint being raised or is not satisfied with the resolution of their complain, they may write to the RBI Ombudsman through any of the touchpoints mentioned below:

(i) Post: Deputy General Manager, Department of Non-Banking Supervision, Reserve Bank of India, Post Box No. 40, Chennai Post Office, Chennai.

(ii) Website: Online compliant management system at https://cms.rbi.org.in

(iii) Telephone: Call Centralized Receipt & Processing Centre (CRPC) at their toll-free helpline number @14448 to know how to file a complaint and check the status of a filed complaint.

(iv) The customer can lodge a complaint related to unauthorized acceptance of deposits/schemes of various kind and fake emails at https://sachet.rbi.org.in/home/index

For FinTech/ Digital Lending related complaints:
For any complaints related to Fintech/ digital lending, contact us/ write to us at:

Grievance Redressal Officer: Mr. Manish Lunia
Contact Number: 022 - 62603800 – 10:00 am to 6:00 pm (Monday to Friday except National Holidays)
Email ID: nodal.grievance@epimoney.com

Lodge a complaint: