1. Introduction

At Phoenix Capital, we care about our customers. Our grievance redressal policy is designed to address customer feedback, questions, complaints and grievances on the Phoenix Capital Portal (www.phoenixcapita.com) and provides a policy that: with the objective of minimizing the recurrence of similar problems in the future through a well structured grievance redressal framework supported by an effective review system. At Phoenix Capital, we strongly believe in maximizing our relationships with all our clients, old and new. We recognize that lower level issues may not be resolved. Therefore, this policy provides a redressal mechanism for problems at all levels. We put our best efforts to ensure that any feedback, inquiries, complaints or complaint remedies are fair and equitable and within the framework of rules and regulations.

2. Grievance Redressal Mechanism

The Company believes in speedy redressal of grievances of the borrower and guides its borrowers who wish to lodge a complaint and also provide guidance on what to do in case the borrower is unhappy with the outcome.

After examining the matter, the Company sends a response as soon as possible;

The Company has laid down the Grievance Redressal Mechanism for the speedy disposal/ remedy of its Customer’s Complaints/ Grievance. We provide a two-tier grievance redressal mechanism to our customers.

The name and contact details of the Grievance Redressal officer who can be approached by the public for the resolution of complaints against the company. The complaints may be in Hindi or English language.

2.1 Level 1: If complaints are not resolved within 3-5 working days

If the complaint is not resolved or adequate resolution/explanation/redressal for the complaint is not provided by the support team within 7 (seven) working days, the customer shall complain to the Grievance Redressal Officer whose contact details are mentioned below between 10:00 am and 6:00 pm, from Monday to Friday and 10:00 am to 1:00 pm, on Working Saturdays (1st and 3rd Saturdays in a month exempting national holidays).

2.2 Level 2: If complaints are not resolved within 10 working days

If the complaint is not resolved or adequate resolution/explanation/redressal for the complaint is not provided by the grievance redressal officer within 10 (Ten) working days, the customer shall complain to the Complaints Redressal Officer whose contact details are mentioned below between 10:00 am and 6:00 pm, from Monday to Friday and 10:00 am to 1:00 pm, on Working Saturdays (1st and 3rd Saturdays in a month exempting national holidays).

2.3 Level 3: If complaints are not resolved within 1 (One) Month

If the complaint is not resolved or adequate resolution/explanation/redressal for the complaint is not provided by the grievance redressal officer within 1 (One) Month, the customer shall complain to the Complaints Redressal Officer whose contact details are mentioned below between 10:00 am and 6:00 pm, from Monday to Friday and 10:00 am to 1:00 pm, on Working Saturdays (1st and 3rd Saturdays in a month exempting national holidays).