Grievance Redressal Policy

This Grievance Redressal Policy document is an electronic record in terms of

the Information Technology Act, 2000 and rules there under in force, and the

provisions pertaining to electronic records in various statutes as amended by the

Information Technology Act, 2000 from time to time. This electronic record is

generated by a computer system and does not require any physical or digital

signatures.

Introduction

AFG Business Solutions (India) Private Limited is a company, incorporated

under the provisions of the Companies Act, 2013 (hereinafter referred to as "the

Company").

The Company is, inter alia, engaged in the business of providing financial

technology solutions to the Customers / instalment solutions to the Customers,

and in providing the technology platform to enable the above.

The Company thus collaborates with lending partners and other companies to

offer various financial products through the it's apps and web-sites (herein after

referred to as "the Platform").

PURPOSE

We implemented this Grievance Redressal Policy (hereinafter referred to as "the

Policy") as providing high-quality services to Customers is the main goal of the

Company.

Complaints/grievances of the Customers are an integral part of communication

with the Customers and making our services better.

This Policy provides a detailed procedure how Customers`

complaints/grievances are handled and resolved by the Company.

The procedure includes a review mechanism that helps to resolve any issue

occurred.

MAIN PRINCIPLES

When resolving Customers` complaints/ grievances, the Company is governed

by such principles:

Customers` complaints/ grievances are reviewed and resolved in a timely

manner.

1. No discrimination of the Customers on the basis of race, religion,

gender etc.

2. Language and behavior used in communication with the

Customers should be polite, respectful, and non-threatening.

3. The Customers` privacy should be respected.

4. No unethical practices should be used when communicating with

the Customers.

SYSTEM OF REVIEW AND MONITORING

The Company uses the modern CRM system that helps to receive, review,

answer and control the Customers` complaints/ grievances.

Our employees regularly provide review and monitoring of complaints/

grievances in order to improve our services.

GRIEVANCE REDRESSAL MECHANISM

Company has three levels of complaints`/grievances` review.

1. The first level:

All types of complaints/grievances received from various channels (calls, e-

mails etc.) are referred to the Customer care employees of the Company

(hereinafter referred to as "the Customer Care") as per the grievance redressal

procedure.

Any complaint/grievance may be submitted by one or several following ways:

 By phone: the Customer can call us at Customer Care 02268740470

between 9:00 am and 6:00 pm from Monday to Saturday.

o By E-mail: please write to us at info@afgbusinesssolutions.in

o By post: please send us a letter for the name of: AFG Business

Solutions (India) Private Limited to the address:Unit No. 323,

Omkar – The Summit Business Bay, Near PVR cinema, WEH

Metro Station, Off. Western Express Highway, Andheri (East).

Mumbai – 400 093. Maharashtra. INDIA

The Customer Care usually answer to any complaint within 5 days after the

receipt of such a complaint/.

The complaint may be transferred by the Customer Care to the Grievance

Redressal Officer of the Company on official e-mail for taking necessary action

if there is a need.

In such case the time of response may take up to 30 (thirty) days.

The second level:

If the Customer is not satisfied with the response received from the Customer

Care, the Customer can write directly to the Grievance Redressal Officer of the

Company by filling out the form at the bottom this web-page or by sending his

query by the following means:

 By post:

For the name of: AFG Business Solutions (India) Private Limited

Attention: Grievance Redressal Officer

Address: Unit No. 323, Omkar – The Summit Business Bay, Near PVR cinema,

WEH Metro Station, Off. Western Express Highway, Andheri (East). Mumbai –

400 093. Maharashtra. INDIA

 By E-mail

E-mail: info@afgbusinesssolutions.in

Subject matter: Complaint/grievance regarding [indicate your specific subject in

short]

Attention: Grievance Redressal Officer

 By phone

Contact phone number: 02268740470

The third level:

If the Customer is not satisfied with the response received from Grievance

Redressal Officer , then the Customer may appeal to Nodal Officer by filling out

the form at the bottom of this web-page or by sending his query by the

following means: