Introduction

At Credofina Fintech Private Limited, we believe in maintaining transparency, fairness, and customer satisfaction at all stages of our service delivery. This Grievance Redressal Policy outlines the structured process to ensure that all customer complaints are addressed promptly, fairly, and efficiently.

Objective

The purpose of this policy is to:

• Provide a clear framework for addressing customer grievances
• Ensure a fair and prompt resolution process
• Strengthen customer trust and long-term relationships
• Comply with regulatory guidelines for customer grievance handling

Grievance Categories

Customers may raise grievances related to:

• Loan application or approval process
• Disbursal delays or discrepancies
• Incorrect charges or interest calculations
• EMI payment or repayment issues
• Customer service experience
• Technical issues on website/app
• Any other service-related matter

Grievance Redressal Mechanism

Step 1: Customer Support Level

Customers may first contact our support team for quick resolution.

Email: support@credofina.com
Response Time: Within 48 hours

Step 2: Escalation to Grievance Officer

If the customer is not satisfied with the initial response, they can escalate the matter to the designated Grievance Redressal Officer (GRO).

Grievance Officer: Credofina Fintech Private Limited
Email: grievance@credofina.com
Response Time: Within 7 working days

Step 3: Final Escalation to Nodal Officer / Management

If the grievance remains unresolved after escalation, customers may write to the Nodal Officer. The matter will be reviewed by senior management.

Email: nodalofficer@credofina.com
Response Time: Within 15 working days

Timelines for Resolution

• Level 1 Resolution: 48 hours
• Level 2 Resolution: 7 working days
• Level 3 Resolution: 15 working days

Customer Responsibilities

• Provide accurate details of the grievance
• Share necessary documents/evidence to support the complaint
• Maintain communication channels respectfully

Office Address

Credofina Fintech Private Limited Lower Ground Floor, Saket Salcon Rasvilas, Saket District Centre, Sector 6, Pushp Vihar, Next to Select City Walk Mall, Delhi – 110017