Grievance Redressal Policy

Purpose & Scope

FinRight Solutions Pvt. Ltd. ("FinRight", "we", "us" or "our") is committed to delivering a service experience built on fairness, transparency and accountability. This Grievance Redressal Policy explains how you can raise a complaint, what you can expect from us once you do, and the timelines within which we aim to respond and resolve.

This policy applies to all individuals and businesses who interact with FinRight — including applicants, customers, website visitors and channel partners — in connection with the financial assistance facilitation services we provide. It covers concerns relating to our service quality, conduct of our representatives, communication, data handling, and any other aspect of your dealings with us.

How to Register a Complaint

You can raise a grievance through any of the channels below. Please choose the one most convenient to you; there is no charge for registering a complaint.

• Email: Write to us at help@finrightsolutions.com with a clear description of your concern.
• Phone: Call our support desk at +91 98727 27349, Monday to Saturday, 10:00 a.m. to 6:00 p.m. (IST).
• Written request: Send a signed letter to our Registered Office, FinRight Solutions Pvt. Ltd., Punjab, India, marked to the attention of "Customer Grievance".

To help us route and act on your complaint quickly, please mention your reference or application number (if any) and the service the concern relates to.

Information to Include

A complete complaint helps us investigate accurately and respond faster. Wherever possible, please share:

• Your full name and preferred contact details (phone number and email address).
• Your application or reference number, if one was issued to you.
• A clear, factual description of the issue, including relevant dates and the names of any representatives you spoke with.
• Supporting details or documents — such as screenshots, communication records or receipts — that help explain the matter.
• The outcome or resolution you are seeking.

Acknowledgement & Turnaround Times

We take every complaint seriously and follow defined timelines so you always know where your matter stands.

• Acknowledgement: We endeavour to acknowledge each complaint within 48 working hours of receiving it, typically along with a reference number for tracking.
• Resolution: We aim to resolve most grievances within 7 to 10 working days of acknowledgement. Where a matter is complex or requires inputs from a third party, we will keep you informed of the expected timeline and the reason for any delay.
• Closure: A complaint is treated as closed once we have communicated our response and you have confirmed acceptance, or where no further response is received from you within a reasonable period after our final reply.

Escalation Matrix

If you feel your concern has not been addressed satisfactorily, you may escalate it through the following levels. Each level offers a fresh, independent review of your matter.

• Level 1 — Customer Support: Your first point of contact. Reach our support team at help@finrightsolutions.com or by phone for prompt assistance. Most concerns are resolved at this stage.
• Level 2 — Grievance Officer: If you are not satisfied with the Level 1 response, or do not receive one within the stated timeline, you may escalate to our Grievance Officer, [Grievance Officer Name], Grievance Redressal Desk, at grievance@finrightsolutions.com. The Grievance Officer will conduct a focused review and respond to you directly.
• Level 3 — Senior Review: Should the matter remain unresolved, it will be escalated to our senior management for a final review and resolution. We will communicate the outcome of this review to you in writing.

What We Need From You

To help us resolve your concern effectively, we request that you:

• Provide accurate and complete information when registering your complaint.
• Share any additional details or documents we may request during the investigation.
• Allow us reasonable time, within the timelines stated above, to look into the matter thoroughly.
• Communicate with our representatives respectfully so we can assist you to the best of our ability.

Our Role as a Facilitator

FinRight Solutions Pvt. Ltd. is a financial assistance facilitation platform. We are not a bank, NBFC or insurer, and we do not approve applications, set pricing or determine eligibility. Decisions on any product — including approval, terms, charges and rejection — are made solely by the respective bank, financial institution, insurer or partner.

Accordingly, where your complaint relates to a financial institution's product decision, account servicing, billing or any matter falling within that institution's purview, we may forward your grievance to the respective institution and guide you to its dedicated grievance channel. In such cases, we will do our best to assist and follow up, but the final resolution rests with that institution.

Continuous Improvement

We view every grievance as an opportunity to learn and improve. We periodically review the complaints we receive to identify recurring themes, strengthen our processes, train our teams and enhance the overall quality of our service. Feedback — whether a complaint, a suggestion or a compliment — is always welcome and genuinely valued.

Contact Details

For any grievance, escalation or clarification, please reach us at:

• Grievance Email: grievance@finrightsolutions.com
• Support Email: help@finrightsolutions.com
• Phone: +91 98727 27349 (Mon–Sat, 10:00 a.m. – 6:00 p.m. IST)
• Registered Office: FinRight Solutions Pvt. Ltd., Punjab, India