Grievance Redressal Mechanism

1. Policy Objective

This policy describes the grievance handling process of Aditsh Fintech Private Limited and is designed to provide efficient, transparent, and customer-centric resolution of complaints.

• Ensure timely and effective complaint resolution
• Maintain high standards of customer satisfaction
• Support compliance with RBI and other applicable regulatory guidelines

2. Scope and Applicability

This mechanism applies to all customers and covers complaints relating to loan products, customer service interactions, technical issues on digital channels, misunderstanding of loan terms, and other concerns connected to company products or services.

3. Complaint Registration Channels

Customers may register grievances through any of the following channels:

• Website: through the dedicated online grievance submission form on the company website
• Email: complaints@aditsh.com
• Branches: by visiting a branch where staff will help document the complaint

4. Acknowledgment and Resolution Timelines

• All complaints should be acknowledged within 48 hours by email, SMS, or phone call
• The acknowledgment should include a unique complaint reference number
• Complaints should ordinarily be resolved within 7 working days from acknowledgment
• If there is an unavoidable delay, the customer should be informed of the reason and expected resolution timeline
• If a grievance remains unresolved for 30 days, the customer may approach the RBI Ombudsman under the RBI Integrated Ombudsman Scheme, 2021

5. Escalation Mechanism

If a complaint is not resolved within the stipulated period, the customer may escalate the matter to the Nodal Officer.

• Email: nodalofficer@aditsh.com
• The Nodal Officer reviews and investigates escalated complaints
• A final response should be provided within 5 additional working days
• Nodal Officer contact details should be included in acknowledgment communications

6. Documentation and Audit Trail

A complaint log should be maintained for every grievance raised. The log should capture customer details, complaint description, registration date, response milestones, status, resolution details, and available feedback.

• The grievance log is to be periodically reviewed by the Compliance and Audit Team
• Unresolved complaints should be identified and escalated promptly
• Documented records help maintain transparency and regulatory readiness

7. Feedback, Governance, and Compliance

After resolution, customers may be invited to provide feedback so the organization can improve service quality and reduce repeat issues.

• The Nodal Officer oversees the grievance redressal process and reviews unresolved or escalated cases
• Compliance and Risk Management teams monitor adherence to the Fair Practices Code and regulatory requirements
• Failure to follow this policy may lead to internal disciplinary action and erosion of customer trust

8. Governance Note

This policy has been approved by the Board of Directors and is monitored through periodic reporting to the Board or the relevant committee.

Approved By: Board of Directors

Effective Date: February 16, 2026

Next Review Date: April 2, 2027

Responsible Department: Customer Service, Compliance