Grievance Redressal Policy of CreditMitra

Preamble

This Grievance Redressal Policy (“Policy”) is formulated in accordance with the Reserve Bank of India (Non-Banking Financial Companies – Credit Facilities) Directions, 2025, the Information Technology Act, 2000, and other applicable laws. This Policy sets out the framework for receiving, addressing, and resolving customer grievances in a fair, transparent, and time-bound manner.

Objective

CreditMitra or "We" or "Our" is a fin-tech lending platform ("Platform"). We are committed towards customer satisfaction and have 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 customer grievances through appropriate redressal mechanisms. 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.

Applicability

This Policy applies to:

• All users, borrowers, and prospective borrowers using the digital lending platform of CreditMitra;
• Grievances arising out of services provided by the LSP while facilitating loans on behalf of Regulated Entities (Banks / NBFCs).

Role of the Lending Service Provider

CreditMitra acts as a Lending Service Provider (LSP) and facilitates digital lending services on behalf of one or more Regulated Entities (REs) regulated by the Reserve Bank of India. The LSP does not undertake lending on its own balance sheet unless explicitly disclosed.

Types of Grievances Covered

Grievances may relate to, but are not limited to:

• Onboarding and KYC-related issues
• Loan application processing and status
• Disclosure of loan terms and conditions
• Charges, fees, or recovery-related conduct
• Data privacy and security concerns
• Technical or platform-related issues

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.

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

• Customers can reach out to our Support Team at support@creditmitra.in for any query regarding our services. Customers shall ensure that they quote their Loan ID number in every correspondence with CreditMitra regarding their grievances. Any complaint registered has to be acknowledged by the Support Team.
• CreditMitra is determined to provide the first response to the customer within 48 hours of the receipt of the complaint.
• CreditMitra aims to resolve all support-related complaints within 10 business days (and 30 business days for cases involving fraud).
• The aforementioned timelines may change depending upon the nature and complexity of grievances.
• In case the customer is not satisfied with the redressal provided at Level 1, complaints can be escalated to Level 2.

Level 2

Grievance Officer

• Customers can reach out to the Grievance Redressal Officer at grievance@creditmitra.in ("GRO") for any grievance regarding our services or products.
• Working Hours: Monday-Friday (except public holidays), 9:30 am to 6:30 pm
• CreditMitra's GRO is determined to provide the first response to the customer within 24 hours of receiving the complaint.
• The GRO aims to resolve all grievances/complaints within 7 business days (and 30 business days in cases where retrieval of documents and old records is required).
• In case the customer is not satisfied with the redressal provided at Level 2, complaints can be escalated to Level 3.

Level 3

Grievance Nodal Officer

• Customers can reach out to the Grievance Nodal Officer at the below-mentioned contact details:
• Name: Priyesh Ranjan
• Email: grievance@creditmitra.in
• Contact No:+91-9963956203
• In-app grievance section / website contact form
• Working Hours: Monday-Friday (except public holidays), 9:30 am to 6:30 pm
• We are determined to provide the first response to the customer within 24 hours of receiving the complaint.
• We aim to resolve all grievances/complaints within 7 business days.

Escalation to Regulated Entity (RE)

• If a grievance is not resolved satisfactorily within the above timeline, or if the customer is not satisfied with the resolution provided by the LSP, the customer may escalate the complaint to the concerned Regulated Entity (Bank / NBFC).
• Details of the RE’s grievance redressal mechanism shall be made available to the customer at the time of loan sanction and on the platform.

Exclusions

This Policy does not cover:

• Disputes between customers and third parties not related to lending services
• Matters pending before courts, tribunals, or other judicial authorities

7. Record Keeping & Monitoring

• All grievances shall be recorded and tracked in a centralized system;
• Periodic reviews shall be conducted to identify systemic issues;
• Grievance data may be shared with Regulated Entities and regulators as required.

8. Confidentiality

All customer grievances and related information shall be handled with strict confidentiality and in accordance with applicable data protection and privacy laws.

9. Policy Review and Updates

This Policy shall be reviewed periodically and may be updated to align with regulatory changes or business requirements. Any material changes shall be communicated through the LSP’s platform.

10. Contact Details

For any queries relating to this Policy or grievance redressal, please contact: