Grievance Policy

FinChemist is committed to addressing and respecting every concerns through a fair and transparent grievance policy.

The objective of this Grievance Redressal Policy ("Policy") is to outline the processes and guidelines for addressing, managing, and resolving any grievances related to FinChemist services, whether provided directly by the Company, through its authorized service providers, or via the FinChemist online platform ("Platform").

The key goals of the Policy for handling grievances are as follows:

• To ensure fair and impartial treatment for all customers ("Users") without any bias, under all circumstances.
• To address and resolve all concerns raised by Users with courtesy and within the specified timelines.
• To establish a structured and timely framework for addressing User complaints fairly and consistently.
• To enhance User satisfaction by effectively resolving grievances.
• To ensure Users have easy access to grievance redressal mechanisms.
• To implement a monitoring system to oversee and ensure the Policy's effective functioning.
• To comply with applicable Indian laws related to User grievances.

1.      How to raise the Grievance?

The User can raise grievance through the following modes:

Phone Call: Call at <<Mob_no>> to register the complaint.

Email: The User may write email to grievance@FinChemist.com

Letter: The User may also raise the grievance by writing us to the following address:

<<FinChemsit Address>>

2.      Registration of grievances

Grievances submitted via phone call will be handled as follows:

·        All grievances received will be documented in the system.

·        Issues that can be resolved during the phone call will be addressed immediately.

·        Grievances requiring further action or additional information will be escalated within the system for appropriate resolution.

Grievances Received Through Written Communication

·        Grievances can be submitted via registered email or written letter.

·        All received grievances will be logged into the system.

·        A unique grievance reference number will be assigned to the User for tracking purposes.

·        The complaint will be promptly forwarded to the Grievance Redressal Officer (GRO) for resolution and any further required actions.

3.      Acknowledgements

An acknowledgment will be sent to the complainant within 4 (four) working days of receiving the grievance. The acknowledgment will include the following details:

·        Date of receipt of the complaint/grievance

·        Unique grievance reference number

·        Expected date for resolution of the grievance

If the complaint is found to be unrelated to FinChemist, the complainant will be informed within 10 (ten) working days.

4.      Redressal of grievance and TAT

1. The complaint letter or email must include the reference number, the complainant's booking details on the Platform, the complainant's name, address, and contact information, along with any relevant supporting documents, if applicable.
2. All complaints will be logged according to the Policy and assigned a unique reference number.
3. Complaints will be resolved as quickly as possible, with a maximum response time of 30 (thirty) working days from the date the complaint is received.
4. The Grievance Redressal Officer (GRO) will oversee the resolution process and provide regular updates to the Senior Management of FinChemist for review.
5. This Policy is available to the public and ensures that users can easily access information about how to file and resolve complaints. It can be found on the FinChemist website, platform, or app.
6. Complaint details will remain confidential and will only be shared with government authorities or other relevant parties if required by law and necessary for the resolution of the complaint.
7. Complaints will be monitored, and will only be marked as closed once the issue has been fully resolved.
8. If the complainant does not respond within 15 (fifteen) days of receiving the GRO's written response, the complaint will be considered closed.

5.      Resolution of Grievance

The complainant will be informed once their grievance or complaint is resolved. The notification will include the date the complaint was received, the unique grievance reference number, the details of the Grievance Redressal Officer (GRO), and the complainant’s right to approach the GRO if they are not satisfied with the resolution within the timeframe specified in the Policy.

6.      Grievance redressal officer (GRO)

The current Grievance Redressal Officer (GRO) details are as follows:

Name: <<Name>>
Designation: Program and Compliance Officer
Address: <<Address>>
Phone: <<mobile no>>
Email: grievance@FinChemist.com

7.      Escalation of Grievances

Any User whose grievance has not been resolved within 30 (thirty) working days from the date of receipt of the grievance by the

GRO, or who is not satisfied with the resolution provided can escalate with the Senior Management of FinChemist.

On being unsatisfied with the action taken by Senior Management of FinChemist, the User can proceed with the dispute resolution mechanism as provided in the applicable laws of India.

8.      Maintenance of records and reporting

The GRO will maintain records related to the grievance or complaint received, along with the resolution details.

The GRO will also provide the necessary reports to the Senior Management of FinChemist.

9.      Closure of grievance

All grievances must be resolved within 30 (thirty) working days from the date of receipt, and the complainant will receive a final response detailing the resolution or rejection of the complaint, along with the reasons for the decision in writing.

A grievance will be considered resolved and closed in any of the following cases:

·        When FinChemist fully agrees to the complainant’s request.

·        When the complainant has formally accepted the response from the GRO in writing.

·        When the complainant does not respond within 15 (fifteen) days of receiving the GRO’s response.

·        When the GRO certifies, and informs the complainant, that FinChemist has fulfilled its contractual, statutory, and regulatory obligations, thus closing the complaint.

·        When the complainant does not file an appeal within 15 (fifteen) days of receiving the resolution or rejection communicated by the GRO.

·        When the Senior Management's decision has been communicated to the complainant, and the complainant does not appeal the decision through the dispute resolution mechanism within 15 (fifteen) days of receiving it.

However, closure will not apply if the complainant has initiated the dispute resolution process against the Senior Management's decision.