Grievance Redressal Policy

Finzoomers Services Private Limited ("Company/We") aim to give all its users a wonderful customer experience, so we make sure, we are available whenever User (“You”/ “Your”) need our assistance.

To ensure the same, we have set up this system to acknowledge, assess, and try to resolve all customer grievances and ensure that the company's grievance redressal method becomes more meaningful and effective. We provide you with a platform where you can raise your queries and concerns with us, and we will make sure that your concerns reach our partnered Bank(s) / NBFC(s) (“Lending partners”). We will try our best to have your complaints/queries resolved in an appropriate manner within the given framework of rules and regulations, but the final resolution shall only be provided by respective lending partners.

A. Complaint Redressal Process of Company

If you have a grievance that you wish to redress, you may contact us with the details of your grievance through the channel of communication:

All grievances shall be acknowledged within 48 hours of the receipt of complaint. Based on the type of grievance the Company shall put in its best efforts and endeavor to resolve the complaints at the earliest, but in case the dependency lies on our lending partner, we shall transfer your grievance/complaint to specific partner and shall keep you posted on the status of the resolution.

Please note that it shall be the primary responsibility of the users to ensure that they quote their registered email id/ registered contact no. complaint reference no. in every correspondence with the Company regarding their complaint. The Company shall neither entertain any anonymous complaint, nor it shall entertain any complaint from third parties unless and until we have received any written approval from the concerned user.

Level 2: Escalation Matrix

In case you are not satisfied with the decision or have not received any response within the above- said timelines, you may escalate the same to us and follow our escalation matrix as stated in our website.

B. Grievance Redressal Mechanism of our lending partners.

Kisetsu Saison India Private Limited (Credit Saison)

In case you wish to provide feedback or send in their complaint may use the following channels between 10:00 am and 6:00 pm, from Monday to Friday (except on national holidays).

1. 1. Call Customer Service Helpline of Credit Saison on 1800-1038-961.
2. 2. Email at support@creditsaison-in.com
3. 3. Write to us at the below mentioned address:
   Kisetsu Saison Finance India Private Limited (Credit Saison), First Floor, IndiQube Lexington Tower: Lexington Towers, Tavarekere Main Rd, Tavarekere, S.G. Palya, Bengaluru, Karnataka 560029

In case the response received through the above channels are not satisfactory, the customer can approach the Grievance Redressal Officer. The name and contact details of the Grievance Redressal Officer are as follows:

Name: Emaad Khan

Phone Number: +91 99620 03070

Grievance Redressal mechanism of Credit Saisonhttps://regulatory.creditsaison.in/grievance-redressal-policy

IDFC First Bank Ltd.

For Queries or Complaints, reach IDFC FIRST Bank at: Customer Care: 1800 10 888 ; Email Id:  Banker@idfcfirstbank.com 

Grievance Redressal:

In case you are not satisfied with the response received from access channels, you can escalate your concern by contacting the Nodal Officer via email nodaldesk@idfcfirstbank.com or call 022-41652700 between 09:30 am and 6:00 pm (Monday to Saturday, excluding bank Holidays).

For any further escalation, write into Mr. Vipul Raj , PNO, IDFC FIRST Bank Ltd. PNO, IDFC FIRST Bank Ltd. Building no. 09, 17th floor, Gigaplex Raheja Mindspace IT-5, Airoli, Navi Mumbai – 400708, Maharashtra. Email pno@idfcfirstbank.com or call 1800 209 9771 (24x7).

Aditya Birla Capital Limited (“ABCL”)

Any issues or concerns that the user might face during their journey with ABCL , can be communicated to their customer support team by contacting on 18002707000

ot satisfied with the solution provided by ABCL, the customer can approach the Complaints Redressal Officer Mr. Arijit Sen via email grievance.finance@adityabirlacapital.comor call at 080 – 45860196

Grievance Redressal Mechanism of ABCL: personalfinance.adityabirlacapital.com/_layouts/15/abc.finplf/grievencenew.aspx

Axis Bank

In case you wish to raise any issue or concern to the Axis Bank, you may reach out as per below matrix. Axis bank has set a maximum 10 days response time period and if the concerned customer is dissatisfied with the response received, he/she can escalate the complaint to Level 2

Level 1 - Front End Channels

• Email: email.services@axisbank.com
• Contact No: 1860-419-5555/1860-500-5555 (Toll free).
• You can also register their complaint onhttps://application.axisbank.co.in/webforms/axis-support/index.aspx
• Branches/Loan Centres: Customers can visit the “Locate Us” section of the website (www.axisbank.com) to get the details of the nearest branch or loan centre

Level 2 - Digital Lending Grievance Redressal Officer

In case your query remain unsolved or/and in case you are not satisfied with the resolution provided, you can reach out to the Digital Lending Grievance Redressal officer (GRO). The contact details of the GRO is mentioned below:

Name: Mr. Ashish Rajput, Assistant Vice President

Address: Axis Bank Ltd, NPC1, 5th Floor, "Gigaplex", Plot No I.T.5, MIDC, Airoli Knowledge, Park, Airoli, Navi Mumbai-400708.

Call: 91-080-61865200 9.30 AM to 5.30 PM Monday to Saturday (Except 2nd & 4th Saturdays and Bank Holidays)

Level 3 - Principal Nodal Officer

In case you wish to escalate the matter, you can reach out to Principal Nodal Officer, details mentioned below:

Name: Ms. Deepti Radkar, Senior Vice President – II

Address: Axis Bank Ltd, NPC1, 5th Floor, "Gigaplex", Plot No I.T.5, MIDC, Airoli Knowledge, Park, Airoli, Navi Mumbai-400708.

Call: +91 8061865098, Timings: 9.30 am to 5.30 pm. Monday to Saturday (except 2nd and 4th Saturdays and Bank Holidays).

If your query/complaint is not addressed/resolved within 30 days, you can lodge a complaint over the Complaint Management System (CMS) portal under the Reserve Bank-Integrated Ombudsman Scheme (RB-IOS)

Privacy Policy of Axis Bank https://www.axisbank.com/online-privacy-policy

More Details: https://www.axisbank.com/retail/loans/personal-loan/personal-loan-lsp

L&T Finance (formerly known as L&T Finance Holdings Limited) (“L&T”)

In case you wish to reach out to L&T team, you can do so through any of the following channels:

1. 1. Contact Customer service help desk on number 1800 268 0000 on any day of the week (except National Holidays) between 9am to 6pm
2. 2. Email: customercare@ltfs.com.For us to offer you the best service, please write from your registered email ID and mention your loan account number along with your concerns.
3. 3. Branch Visit: You can reach out to their branch service team. To locate a branch near you, please click here
4. 4. You can raise grievance through Self-help option as well. Please click here to know more.

In case you are not satisfied with the resolution offered after reaching out to any of our above-mentioned service teams, you may reach out to

Mr. Vinod Varadan, Grievance Redressal Officer

L&T Finance Limited (formerly known as L&T Finance Holdings Limited),

7th Floor, "Brindavan Building", Plot No 177, C.S.T Road, Kalina, Santacruz (East), Mumbai - 400 098

Contact Number: 1800 1020 476 between Monday to Friday (except National Holidays) from 9am to 6pm

Email ID: gro@ltfs.com

Grievance redressal policy of L&T: https://www.ltfinance.com/grievance-redressal