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Grievance Redressal Policy

PSI PHI Global Solutions Pvt. Ltd. (OkCredit)

Customer service is extremely important for sustained business growth and as an organization OkCredit strives to ensure that our customers queries and complaints are promptly addressed and resolved.

Purpose

Customer complaints constitute an important voice of the customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future.

The Grievance Redressal policy follows the following principles:

  1. Customers are treated fairly;
  2. Complaints raised by customers are dealt with courtesy and in a timely manner;
  3. Customers are informed of avenues to escalate their complaints within the organization, and their rights if they are not satisfied with the resolution of their complaints;
  4. The employees work in good faith and without prejudice, towards the interests of the customers;
INTERNAL MACHINERY TO HANDLE CUSTOMER COMPLAINTS

The Company has invested in the best in class CRM system to ensure timely resolution of the grievances. The system captures the complaints; follows TATs based on the nature of the query and escalates issues on the basis of predefined TATs and as per the escalation matrix.

Once captured in the CRM system, the customer care will be responsible for resolution of complaint/grievance to the customer's satisfaction within a period of fourteen (7) working days. Every attempt will be made to offer the customer suitable and appropriate alternate solutions wherever possible. However, if the customer continues to remain dissatisfied with the resolution, (s)he can escalate the issue through the grievance redressal mechanism as referred below.

TIME FRAME

Suitable timelines of seven (7) working days have been set for every complaint depending upon the investigations which would be involved in resolving the same. Complaints are suitably acknowledged on receipt and the customers are informed of delays if any, in the resolution.

REVIEW AND MONITORING

Periodic review of monitoring of complaints, TATs, nature of complaints will be done to ensure that process loopholes, if any, are plugged and trends are checked.

TOUCH POINTS

Customer complaints constitute an important voice of the customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future.

GRIEVANCE REDRESSAL MECHANISM OF THE PLATFORM

Customers can raise their concerns pertaining to the Platform, EMI schedule, Facility Type, Processing Fee and / or any other charges or any other concern related to the product to authorized representatives of OkCredit and our partner NBFCs. The nodal officer details for specific NBFCs are also present in our app on the loan dashboard page as reflected in the below sample.


GRIEVANCE OFFICERS
OkCredit
Customer Support
Jayanth Bhatt,
Indiqube Sigma Building, Site No. 3B, 7th C Main, 3rd Block,
Kormangala, Bangalore, Karnataka, India - 560034

Western Capital Advisors Private Limited
Visit Website: https://westerncap.in/
Grievance Redressal Officer
Mrs. Sonia Joshi,
C-402, Business Square, Andheri Kurla Road,
Chakala, Andheri (E), Mumbai - 400093

Fintree Finance Pvt. Ltd
Grievance Redressal Officer
Mr. Jai Gathani,
Fintree Finance Pvt. Ltd,
4th Floor, Engineering Centre,9 Mathew Road,
Charni Road(East), Mumbai - 400004

Kalandri Capital Private Limited
Nodal Grievance Officer
Mr. Arun Kumar
Kalandri Capital Private Limited
No. 1/1, 3rd Floor, Vinayaka Towers
1st Cross Gandhi Nagar
Bengaluru - 560009

Unity Small Finance Bank
Principal Nodal Officer / Grievance Redressal Officer
Mr. Mahendra Bindra
Address - Unity Small Finance Bank Limited
Central Plaza, 1st floor, CST Road
Kalina, Mumbai 400098
Telephone: 18002091122

Apollo Finvest India Limited
Nodal Officer
Ms. Prachi Jain
Unit No. 803, Morya Blue Moon, Veera Desai Industrial Estate
Andheri West, Mumbai, Maharashtra, 400053
Contact Landline: 022-62231667/68

Hindon Mercantile Limited
Nodal Grievance Officer
Mr. Mayank Pratap Singh
201, Second floor, Best Sky Tower
Netaji Subhash Place, New Delhi — 110034

Lendbox (Transactree Technologies Private Limited)
Grievance Redressal Officer
Mrs. Tamanna Mehta,
L-92, 2nd Floor, Above Punjab Woollen Co,
Khasra NO 800, New Delhi — 110067

Akara Capital Advisors Private Limited
Grievance Redressal Officer
Mr. Varun Chhabra,
CRC-2, 1st Floor, Khasra No. 337,
Mehrauli-Gurgaon Rd, Sultanpur, New Delhi, Delhi 110030,
Tel: +91-7065254281

RupeeCircle
Grievance Redressal Officer
Mr. Ankush Julka,
202, Best Sky Tower, F-5 Nataji Subhash Place, Pitampura,
New Delhi, North West Delhi, Delhi, 110034
ankush.julka@rupeecircle.com
Tel: +91-8459522222 / +91-919870572227

Vivriti Capital Limited
Grievance Redressal Officer

Level 1
Name of the Grievance Redressal Officer/ Principal Officer: Ajit K Menon, Head - Operations.
Title: Head and Vice President - Operations.
Address: Prestige Zackria Metropolitan, No.200/1-8, 2nd Floor, Block 1, Anna Salai, Chennai, Tamil Nadu 600002 Telephone: 044 40074800/01
Email: grievanceredressal@vivriticapital.com

Level 2
Name: Vineet Sukumar,
Title: Managing Director
Address: Prestige Zackria Metropolitan, No.200/1-8, 2nd Floor, Block 1, Anna Salai, Chennai, Tamil Nadu 600002
Telephone: 044 40074800/01

Level 3
Name: Dr. Balu Kenchappa
RBI Ombudsman, Consumer Education and Protection Cell, Reserve Bank of India, Fort Glacis, Chennai
Telephone: 044 - 2539 5964

Arthmate
Nodal Grievance Officer
Mr. Yogesh Rohilla
Arthmate Financing India Private Limited
The Circle Work, 3rd Floor
Huda City Center, Sector - 29,
Gurugram, Haryana - 122002

In case you're not satisfied with our redressal, you can raise a complaint on Sachet Portal of RBI https://sachet.rbi.org.in/