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Customer experience is extremely important for sustained business growth, and Lenditt Innovations & Technologies Pvt. Ltd. strives to ensure that our customers receive exceptional service across different touch points.

Purpose

Customer complaints constitute an important voice of 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:

  • Customers are treated fairly;

  • Complaints raised by customers are dealt with courtesy and in a timely manner;

  • 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;

  • The employees work in good faith and without prejudice towards the interests of the customers.

  • Internal Machinery to handle Customer complaints and prioritization

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

Time Frame

Every complaint has been given a suitable timeline of fifteen (15) working days, depending on the investigations involved in resolving it. Complaints are suitably acknowledged upon receipt, and customers are informed of any delays in the resolution.

Review & 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.

THE GRIEVANCE REDRESSAL MECHANISM OF THE PLATFORM

Customer 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 authorised representatives of the Company as below:

In case the customer does not receive a response within the number of days indicated below for each level or if the customer is dissatisfied with the response received from the Company, the customer may escalate the complaint to the next level as indicated below:

Escalation Matrix:

  • Primary Level

If the customers are not satisfied with the resolution received from the above channels, or if the customers do not hear from us in 07 days, then for loan processing-related queries, customers can write us at support@chinmayfinlease.com  and for repayments, CIBIL and refund-related queries customers can write us at collections@chinmayfinlease.com

Customers are required to quote the loan account number to help us understand and address their concerns.

An assurance is given to the customer that he/ she/will be responded to within 7 (seven) days, and due efforts are taken to resolve the complaint well before that.

  • Secondary Level

If the customers are not satisfied with the resolution received or if the customer does not hear from us in 7 days, we request customer to write to our Grievance Redressal Officer, Mr. Satvinder Singh Huda at grievance@lenditt.com and grievance@chinmayfinlease.com (NBFC).

  • Third Level

If the customer is not satisfied with the resolution received or if the customer does not hear from us in 30 days, then he/she may lodge their complaint on the RBI CMS portal – https://cms.rbi.org.in or reach them on the dedicated e-mail id – crpc@rbi.org.in Or send your complaint form (format available on the website under Ombudsman scheme 2021) to the below-mentioned address:

Officer-in-Charge

Reserve Bank of India

Near Gandhi Bridge,

Income Tax Circle,

Ashram Road

Ahmedabad – 380014

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