Introduction

PSPR Enterprises Private Limited having registered office at UNIT NO.682,CN2-AGGARWAL CYBER PLAZA-II,C-7,NETAJI SUBHASH PLACE,DISTRICT CENTRE,WAZIRPUR, PITAMPURA DELHI North West DL 110034 (hereinafter be referred to as "Company" or "us" or "we" are the owner of the mobile application ("Digital Loan App") and website (www.psprfintech.com) (App and Website are hereinafter together referred to as the "Platform").

1. Objective

• The objective of the Grievance Redressal policy of the Company is to ensure the fair and equal treatment to all its customers without any bias -irrespective of caste, creed, race, gender, special abilities - on all occasions.
• The resolution of grievances is within defined Turn Around Time.
• The resolution process is accelerated with proactive interventions by the Grievance Redressal Committee to cause nil distress to the customers.

2. Principles of grievance Redressal

Our customers will be provided with information on how to raise their grievances or concerns at all offices and on website.

• The process to raise a complaint/ escalation/ grievance would involve only relevant investigative questions without any kind of hassle to the customer.
• Resolutions would follow the simple principle of ensuring an efficient resolution. The responses would be in consistent with the RBI guidelines at all times as applicable to reduce customer grievances.
• We shall always remain quick and consistent in providing necessary information or process requested by the customer.

3. Registration of complaints

The Company enables its customer’s to register complaints through multiple channels. The various channels available to customers are as follows:

E-mail: Customers can send an email for redressal of issues. Respective Contact Numbers for Business Lines and their email ids are available on the website.

• Registered/ Corporate/ Administrative Offices: Customers can speak to the officials-in-charge at the Company’s offices for resolution of their issues or register their grievances at the Office Complaints Register available at reception.
• Grievance Redressal Unit: Customers can reach out to a dedicated Number of Grievance Redressal Unit over phone and email which is updated on our website under section => Grievance Redressal.
• A Report containing number of complaints received, resolved, unattended during Financial Year, timeline for resolution and summary of such grievance is provided to the Board for their review of GR mechanism in order to streamline the process. well for reduction of complaints.

4.Escalation of complaints

Level 1:

The customer may register his/ her query/ complaint to the Company which shall be addressed to the Grievance Redressal Officer (GRO) in connection with any matter pertaining to business practices, lending decisions, credit management, recovery and complaints relating to updation/ alteration of credit information. The details of the Grievance Redressal Officer are given as follows:

Name of the Grievance Redressal Officer: Ms. Sarika Sharma
Email id: grievanceredressal@psprfintech.com
Corporate Address: Unit NO.682,CN2-Aggarwal Cyber Plaza-II,C-7, Netaji Subash Place, District Centre, Wazirpur, Pitampura Delhi North West DL 110034
Tel: 08069798111

Level 2:

If the complaint is not resolved within 15 days, the customer shall complaint to the Business Head of the Company at his following email id: atulmittal@psprfintech.com

Level 3:

If the complaint/ dispute are not redressed within a period of one month from date of its receipt, the customer may appeal to:

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

5.Policy Revision:

This policy is subject to revision based on the extant RBI guideline from time to time.