CUSTOMER GRIEVANCE REDRESSAL POLICY.

1. PURPOSE OF THE POLICY

At Chintamani Finlease Ltd, customer satisfaction is a core business objective. We are committed to delivering quality services and ensuring that customer concerns are addressed fairly, transparently, and within a reasonable timeframe.

The objectives of this policy are:

• To provide customers an effective platform for registering complaints and grievances.
• To ensure prompt and satisfactory resolution of all customer concerns.
• To utilize customer feedback for improving products, services, complaint resolution processes, and operational processes.
• To establish a structured escalation mechanism for unresolved complaints.

This policy outlines the procedures for complaint registration, resolution, escalation, and monitoring.

2. CHANNELS FOR LODGING A COMPLAINT

Customers may submit complaints through any of the following channels:

A. Customer Care Helpline

Customers may contact our Customer Care Team at:

Phone: 9212132955
Working Hours: Monday to Saturday, 10:00 AM to 6:00 PM

B. Email

Customers may send their complaints to:

Email: info@chintamanifinlease.com

C. Postal Communication

Customer Care Department
SECOND FLOOR, 216, VIKASDEEP BUILDING,
PLOT NO-18 DISTRICT CENTRE, LAXMI NAGAR,
EAST DELHI – 110092.

D. Personal Visit

Customers may visit our office during working hours and submit their complaints in person.

5. INFORMATION REQUIRED FOR COMPLAINT REGISTRATION

To facilitate prompt investigation and resolution, customers are requested to provide:

1. Full Name
2. Correspondence Address / Current Address
3. Loan ID
4. Registered Mobile Number or Contact Number
5. Email Address (if available)
6. Detailed Description of the Complaint
7. Relevant Supporting Documents, if applicable

6. COMPLAINT RESOLUTION PROCESS

6.1 Immediate Resolution

Wherever possible, complaints that can be resolved during the initial interaction shall be addressed immediately and closed after communicating the resolution to the customer.

6.2 Resolution Through Investigation

Certain complaints may require verification, internal review, or coordination with other departments. In such cases:

• A complaint ticket shall be generated.
• The complaint shall be assigned to the relevant department.
• The customer shall be informed about the expected resolution timeline.
• Periodic updates shall be provided until closure.

The Company is committed to resolving all customer complaints within one month from the date of receipt of complete complaint details.

7. CUSTOMER COMMUNICATION DURING COMPLAINT HANDLING

During the complaint resolution process, customers shall be provided with:

• Information regarding the status of the complaint.
• Details of the proposed or final resolution.
• Expected timelines for closure.
• Updates regarding any delay and reasons for such delay.
• Requests for additional information or documents, wherever required.

The concerned team shall make reasonable efforts to communicate with the customer using the same mode through which the complaint was received.

8. COMPLAINT RECORD MANAGEMENT

Upon resolution of a complaint:

• The complaint shall be marked as closed in the Company's records.
• All complaint records shall be maintained for future reference and regulatory purposes.
• Closed complaints may be reviewed periodically for service improvement and compliance monitoring.

GRIEVANCE REDRESSAL FRAMEWORK

LEVEL 1 – CUSTOMER SERVICE DESK

If a customer is not satisfied with the response received from a lender office or does not receive a response within three working days, the complaint may be escalated to the Customer Service Desk.

Helpline Number: 9212132955
Email: info@chintamanifinlease.com
Working Hours: Monday to Saturday, 10:00 AM to 6:00 PM

LEVEL 2 – CUSTOMER RELATIONSHIP MANAGER

If the customer remains dissatisfied with the response received at Level 1, the matter may be escalated to the Customer Relationship Manager.

Email: care@chintamanifinlease.com
Working Hours: Monday to Saturday, 10:00 AM to 6:00 PM

A response shall be provided within 7 (excluding holidays) working days of receiving the complaint.

LEVEL 3 – GRIEVANCE REDRESSAL OFFICER

If the complaint remains unresolved or the customer is dissatisfied with the response provided at previous levels, the matter may be escalated to the Grievance Redressal Officer.

Grievance Redressal Officer (Nodal Officer)
Name: Viirendra Tanwar
Address: Second Floor, 216, Vikasdeep Building, Plot No. 18, District Centre, Laxmi Nagar, East Delhi – 110092.
Contact Number: 9212038639
Email: grievancecell@chintamanifinlease.com
Working Hours: Monday to Saturday, 10:00 AM to 6:00 PM

A response shall be provided within 5 (excluding holidays) working days of receiving the complaint.

RBI ESCALATION

If a complaint is not resolved within one month from the date of submission, the customer may approach the Reserve Bank of India through the following office:

The General Manager
Department of Non-Banking Supervision (DNBS)
Reserve Bank of India
6, Sansad Marg,
New Delhi – 110001
Email: dnbsnewdelhi@rbi.org.in

RESOLUTION TIMELINES

The Company endeavors to resolve all customer complaints within one month from the date of receiving complete complaint details.

MONITORING AND REPORTING

Reporting

A structured Management Information System (MIS) shall be maintained to monitor complaint trends, resolution timelines, and service quality.

Management Oversight

A consolidated report containing:

• Total complaints received
• Complaints resolved
• Pending complaints
• Reasons for pendency
• Corrective and preventive actions taken

Shall be submitted to the Board of Directors on a half-yearly basis for review and guidance.

POLICY REVIEW

This policy shall be reviewed periodically and updated whenever necessary to ensure compliance with regulatory requirements and industry best practices.