PREFACE:

 

METAFIN CLEANTECH FINANCE PRIVATE LIMITED (hereinafter referred to as “Company”) is a registered non-systemically important non-deposit taking non-banking financial company (“NBFC”) and it is engaged in the business of, inter alia, providing credit facilities to eligible borrowers. In accordance with the regulatory requirements specified by the Reserve Bank of India (“RBI”), the Company has framed this grievance redressal policy (hereinafter referred to as “Grievance Redressal Policy” or “Policy”).

 

It is essential that grievances of the customers are given due consideration and quick action is taken to resolve the same. To provide efficient and enhanced services to the customers and resolution of their grievances, the Company has adopted this Grievance Redressal Policy providing for an effective Grievance Redressal Mechanism.

 

OBJECTIVE:

 

The Company is committed to ensure transparency and fair dealings. The Company and all its employees as well as service providers (where applicable) are bound by the commitments provided as under:

 

§  Offering efficient channels to route the queries

§  Complaints raised by customers shall be dealt with courtesy and resolved in a timely manner

§  Customers shall be informed of avenues to escalate their complaints within the organization, and their rights in cases when their complaints are not resolved in a timely manner or when they are not satisfied with the resolution of their complaints.

 

GRIEVANCE REDRESSAL OFFICER:

 

The Board of Directors of the Company have appointed a Grievance Redressal Officer (GRO), who shall be responsible for overall functioning of the Grievance Redressal Mechanism of the Company. The Grievance Redressal Officer shall also be responsible to address grievances escalated to him / her and for ensuring prompt and efficient functioning of grievances redressal mechanism.

 

GRIEVANCE REDRESSAL MECHANISM:

 

Any customer having a grievance / complaint / feedback with respect to the product and service offered by EFL may write to the Company’ Customer Service Department in the following manner:

 

I.             Filing a Complaint:

 

a.     Email : Customers can send their grievance through email at : grievances@metafin.in

b.     Letters: Customer can write to: Metafin Cleantech Finance Private Limited, 108 & 9, 1st Floor, MPD Tower, AltF, DLF Phase V, Gurugram, 122002

 

•       For proper resolution, Customer is requested to mention the Loan application number or Loan Account number while filing the complaint.

 

•       Anonymous complaints will not be addressed.

 

II.           Resolution Process:

 

•       On receipt of complaint, the Company shall, within reasonable time, send an acknowledgement of the same to the complainant. All the complaints received shall be recorded.

•       The Customer Service Officer shall ensure that all complaints are resolved in a timely and effective manners, and status of resolution / closure of complaints in records is updated.

•       The Customer Service Officer shall monitor the complaints status to ensure that the complaints are resolved within 30 days of receipt of complaint.

•       If in any case, the Company needs additional time, the Company will inform the customer the reasons of delay in resolution within the timelines specified above and provide expected time lines for resolution of the complaint.

 

III.         Escalation Matrix

 

If a customer is not satisfied with the resolution provided by the Company in the specified period above, the customer can escalate the issue to:

 

Grievance Redressal Officer

Mr. Sandeep Chopra

Metafin Cleantech Finance Private Limited Wework, Level 4, Two Horizon Center, DLF Phase V, Gurugram, 122002

Email id: grievance@metafin.in

 

In case a grievance / complaint is not resolved within a period of 30 Days, the customer may further appeal to:

 

Department of Non-Banking Supervision,

The Reserve Bank of India, Mumbai Regional Office,

3rd Floor, RBI Building, Opposite Mumbai Central Railway Station, Byculla, Mumbai – 400008

Telephone No.: 022 2308 4121

Fax No.: 022 2302 2011

Email: dnbsmro@rbi.org.in

 

DISPLAY OF INFORMATION:

 

The Company shall, at all places from where it conducts business prominently display the details of the Grievance Redressal Mechanism as well as the details of the Regional Office of the Reserve Bank

 

of India under whose jurisdiction the Company is registered.

 

OMBUDSMAN SCHEME:

 

The Company has adopted the Reserve Bank - Integrated Ombudsman Scheme, 2021 as notified by RBI on November 12, 2021.

 

If the customer does not receive any reply from the Company within one month of date of Complaint or is not satisfied with the response provided by the Company, he/she can file a complaint with the Ombudsman under the Reserve Bank - Integrated Ombudsman Scheme, 2021 (“the scheme”), not later than one year from date of receipt of response.

 

MONITORING AND REVIEW:

 

The Grievance Redressal Officer shall ensure effective monitoring of the complaints and their resolution, and undertake necessary amendments to the Grievance Redressal Mechanism to make the process more efficient. The Company shall ensure periodic review of the Grievance Redressal Mechanism to ensure efficient and effective functioning of the same.

 

REVIEW OF GRIEVANCE REDRESSAL POLICY:

 

This Grievance Redressal Policy of the Company will be reviewed by the Board on recommendation of Grievance Redressal Officer on an annual basis for necessary changes required for enhancing the transparency and ethical standing of the organization and also to consider and adopt relevant regulatory amendments.