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Grievance Redressal

Finxer Technologies Private Limited or “We” or “Our” is a fin-tech company providing tech-platform (“Platform”) known as ‘Capital Now’. We are committed towards customer satisfaction and has put together the undermentioned customer Grievance Redressal Policy (“Policy”) for an effective resolution of all grievances/complaints received from our customers. We make sure that our customers feel secure and heard while using the Platform.

We aim to resolve any complaint or grievance which may arise as a result of any gap in the promised and delivered services. This shall also apply to all queries and/or feedback received from our customers. We encourage our customers to provide feedback in respect of our services and aim to improve the quality of our products and services.

The motive of this Policy is to reduce the customer grievances through appropriate redressal mechanism. We have put in place a very robust and customer friendly structure to ensure that all your grievances are resolved in a timely and effective manner. This structure is approved by the Board of Directors.

GOVERNING PRINCIPLES

  1. Treating the customer in a fair and respectful manner while redressing their grievances and queries.
  2. Making the process of grievance redressal for customers efficient and hassle-free.
  3. Timely resolution of all grievances is necessary for business growth and accordingly complaints raised by customers shall be dealt with courtesy and resolved in a timely manner.
  4. Helping customers at all stages of grievance redressal and making them aware of their right(s) to approach the higher stage of grievance redressal.

CHANNELS FOR REGISTRATION OF COMPLAINTS

E-mail: Customers can send an email for redressal of issues at the email id(s) as mentioned hereunder in this Policy

POLICY REVISION

This Policy may be revised as and when there are any new changes required in handling complaints / grievances of the customer.

WRITE TO US

Customer Support

General inquiries or assistance from customer service

Loan Referral & Rewards

Questions about loan referrals or reward programs

Help with KYC/Loan

Assistance with Know Your Customer process or loan application

Technical Issue

Issues related to website functionality or app performance

Loan Recovery

Concerns regarding loan repayment or collection

GRIEVANCE REDRESSAL PROCESS

To make the grievance redressal mechanism more meaningful and effective, our management has laid down an escalation mechanism in compliance with various applicable regulations. The management will periodically review the effectiveness of grievance redressal mechanism escalation matrix. We have created the following escalation system for our customers:

LEVEL 1

GRIEVANCE REDRESSAL OFFICER

Customers can reach out to the Grievance Redressal Officer at the below mentioned contact details:

Name: Akshitha Shetty

Phone: 7207771930

Email: support@capitalnow.in

Working Hours: Monday-Friday (except public holidays), 9:30 am to 6:30 pm

Address: Orbit, 8th Floor, Symbyont Smart Spaces, Plot no. 30/C, Sy. no. 83/1, Raidurg, Serillingampally Mandal, Hyderabad, Telangana- 500019

  1. Customers can reach out to our Grievance Officer for any query regarding our services. Customers shall ensure that they quote their Loan ID number in every correspondence with Capital Now regarding their grievances. Any complaint registered has to be acknowledged by the Grievance Officer.
  2. Capital Now is determined to provide the first response to the customer within 2 business days of the receipt of complaint.
  3. Capital Now aims to resolve all support related complaints within 10 business days (and 30 business days for cases involving fraud).
  4. The aforementioned timelines may change depending upon the nature and complexity of grievances.
  5. In case the customer is not satisfied with the redressal provided at Level 1, complaints can be escalated to Level

LEVEL 2

GRIEVANCE NODAL OFFICER

Customers can reach out to the Grievance Nodal Officer at the below mentioned contact details:

Name: Jyoti Pawar

Phone: 7793999075

Email: grievance@capitalnow.in

Working Hours: Monday-Friday (except public holidays), 9:30 am to 6:30 pm

Address: Orbit, 8th Floor, Symbyont Smart Spaces, Plot no. 30/C, Sy. no. 83/1, Raidurg, Serillingampally Mandal, Hyderabad, Telangana- 500019

  1. Customers can reach out to our Grievance Officer for any query regarding our services. Customers shall ensure that they quote their Loan ID number in every correspondence with Capital Now regarding their grievances. Any complaint registered has to be acknowledged by the Grievance Officer.
  2. Capital Now is determined to provide the first response to the customer within 2 business days of the receipt of complaint.
  3. Capital Now aims to resolve all support related complaints within 10 business days (and 30 business days for cases involving fraud).
  4. The aforementioned timelines may change depending upon the nature and complexity of grievances.
  5. In case the customer is not satisfied with the redressal provided at Level 1, complaints can be escalated to Level

For Grievance Redressal Mechanism of the Lender,click here