FlexiLoans is a trusted digital lending platform owned and operated by Epimoney Private Limited, a Reserve Bank of India (RBI) registered Non-Banking Financial Company (NBFC) (“Company” or “We” or “Our” or “Us”). Our commitment is to empower small and medium-sized enterprises (SMEs) by providing quick and flexible financial solutions for their business growth.
The Company has multiple channels of communication and customers can use any of the following modes to raise or escalate a complaint with Us. Details of the escalation matrix are as below:
Level 1 – Customer Service Team
The customer may register his/her query/ complaint to the Company. Mode through which the customer may connect are :
a) Mobile App - 'FlexiLoans: Business Loan App,' available on Google Play Store.
b) Customer Portal - https://flexiloans.com/grievance-redressal-mechanism
c) Email - customer can write to Us at myaccount@flexiloans.com
d) Telephone - Customers can call Us on toll free number: 022 - 68219595 (Telephone Lines are open on 10:00 am to 7:00 pm Monday to Saturday except National Holidays)
e) Post - Customers can post to Us at: Epimoney Private Limited (FlexiLoans), 7th Floor, South Annexe, Tower 2, One World Centre, 841, Senapati Bapat Marg, Lower Parel, Mumbai, Maharashtra – 400013
TAT (Turnaround Time) to resolve the grievance - Within 07 days from the date of receipt of customer complaint.
Level 2 – Customer Service Head
If the customer does not receive a response from the Customer Service Team within 7 (seven) days of making a representation, or if the customer is not satisfied with the response received from the Customer Service Team, the customer may reach the Customer Service Head on the telephone number or post or through email, at the below mentioned address:
Email: archana.kutty@flexiloans.com
TAT (Turnaround Time) to resolve the grievance - Within 14 days from the date of receipt of customer complaint.
Level 3 - Compliance Head
If the customer is not satisfied with the resolution provided on their complaints, they may escalate their complaint to the Compliance Head of the Company. Mode through which the customer may connect are :
a) Email - compliance@epimoney.com
b) Telephone – 022 - 62603800 (Telephone Lines are open from 10:00 am to 6:00 pm Monday to Friday except National Holidays)
c) Post – Compliance Head, Epimoney Private Limited (FlexiLoans), 7th Floor, South Annexe, Tower 2, One World Centre, 841, Senapati Bapat Marg, Lower Parel, Mumbai, Maharashtra – 400013
TAT (Turnaround Time) to resolve the grievance - Within 22 days from the date of receipt of customer complaint.
Level 4 - Grievance Redressal Officer (GRO)
If the grievance is not resolved by the Compliance Head within 8 days from the date of receipt of consumer complaint(s) or if the customer is not satisfied with the resolution provided by the Compliance Head of the Company, the customer can escalate the grievance with the Company’s GRO, the details of which are provided below:
Name of the Grievance Redressal Officer: Mr. Manish Lunia
Email id: nodal.grievance@epimoney.com
Address: Epimoney Private Limited (FlexiLoans) 7th Floor, South Annexe, Tower 2, One World Centre, 841, Senapati Bapat Marg, Lower Parel, Mumbai, Maharashtra – 400 013.
Telephone- Customers can call Us on Our toll-free number @ 022 - 62603803*
*Telephone Lines from Monday to Friday between 10:00 am to 6:00 pm, except on National Holidays.
*Please note that a grievance can be escalated to the GRO only when the complaint is not resolved by the Compliance Head within the prescribed TAT or if the customer is not satisfied with the resolution provided by the Compliance Head of the Company. Customer shall keep the ticket number (allocated against the grievance by customer service team) in record and shall provide the same to the GRO for grievance escalation.
Notes:
a) The number of days as stated in the above table for the escalation of complaint at different levels shall be computed from the first date the complaint is raised with the Company’s contact team i.e. Customer service team.
b) If a customer does not receive any response within 30 days from the Company from the date of complaint being raised or is not satisfied with the resolution of their complain, they may write to the RBI Ombudsman through any of the touchpoints mentioned below:
(i) Post: Deputy General Manager, Department of Non-Banking Supervision, Reserve Bank of India, Post Box No. 40, Chennai Post Office, Chennai.
(ii) Website: Online compliant management system at https://cms.rbi.org.in
(iii) Telephone: Call Centralized Receipt & Processing Centre (CRPC) at their toll-free helpline number @14448 to know how to file a complaint and check the status of a filed complaint.
(iv) The customer can lodge a complaint related to unauthorized acceptance of deposits/schemes of various kind and fake emails at https://sachet.rbi.org.in/home/index
For FinTech/ Digital Lending related complaints:
For any complaints related to Fintech/ digital lending, contact us/ write to us at:
Grievance Redressal Officer: Mr. Manish Lunia
Contact Number: 022 - 62603800 – 10:00 am to 6:00 pm (Monday to Friday except National Holidays)
Email ID: nodal.grievance@epimoney.com
GRIEVANCE REDRESSAL MECHANISM
Introduction:
The Domain name flexiloans.com (“website”) is owned by Epimoney Private Limited,("the Company"). The Company is a Non-Deposit taking Non-Banking Financial Company (NBFC) registered with the Reserve Bank of India (RBI) and is engaged in the business of providing financial assistance. As per extant guidelines of RBI, all NBFCs should ensure that a suitable mechanism exists for receiving and addressing complaints from its customers / constituents with specific emphasis on resolving such complaints fairly and expeditiously regardless of source of the complaints.
The Company is inter alia engaged in the business of providing financial assistance to various business entities including small and medium enterprises in the form of facilitating access to various loan products from time to time. In order to address the customer grievances while servicing the customers, the Company formulates the suitable mechanism to address such requirements.
Objective:
The Grievance Redressal Mechanism is framed to provide best customer services and to comply with the Guidelines of Fair Practices Code prescribed by the Reserve Bank of India and the Fair Practices Code of the Company which inter-alia set out broad parameters for dealing with customers.
Brief description of the Policy:
The policy framework lays down requirements related to aspects of principal of grievances redressal, registration of complaints, escalation of complaints, resolution of complaints, periodic review of records.
Regulatory Requirements:
The Reserve Bank vide its Master Direction dated September 01, 2016 as amended from time to time, issued guidelines on Fair Practices Code (FPC) to be adopted by all NBFCs while doing lending business and to formulate the Customer Grievance Redressal Policy as duly approved by the Board and have to display details relating to Grievance Redressal Officer at their branches / places where business is transacted.
Risk type:
The policy intends to manage/mitigate Legal, Compliance and Operational
Risk.
Grievance Assessment:
The policy stipulates the requirements related to registration of complaints, escalation of complaints, resolution of complaints and periodic review to grievances redressal.
Policy Review:
The Board shall review grievance redressal policy on annual basis or at earlier intervals, in case of any regulatory changes necessitating such interim reviews.
ANNEXURE A
GRIEVANCE REDRESSAL POLICY
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Objective :
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The objective of the Grievance Redressal policy of the Company is to ensure the fair and equal treatment to all its customers without any bias -irrespective of caste, creed, race, gender, special abilities - on all occasions
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The resolution of grievances is within defined Turn Around Time
(TAT)
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The resolution process is accelerated with proactive interventions by the Grievance Redressal Committee to cause nil distress to the customers
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Principles of grievance Redressal:
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Our customers will be provided with information on how to raise their grievances or concerns at all offices and on website.
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The process to raise a complaint / escalation / grievance would involve only relevant investigative questions without any kind of hassle to the customer.
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Resolutions would follow the simple principle of ensuring an efficient resolution. The responses would be in consistent with the RBI guidelines at all times as applicable to reduce customer grievances.
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We shall always remain quick and consistent in providing necessary information or process requested by the customer.
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Registration of complaints:
The Company enables its customer’s to register complaints through multiple channels. The various channels available to customers are as follows: -
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E-mail: Customers can send an email for redressal of issues. Respective Contact Numbers for Business Lines and their email ids are available on the website.
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Registered / Corporate / Administrative Offices: Customers can speak to the officials-in-charge at the Company’s offices for resolution of their issues or register their grievances at the Office Complaints Register available at reception.
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Grievance Redressal Unit: Customers can reach out to a dedicated
Number of Grievance Redressal Unit over phone and email which is
updated on our website under section => Grievance Redressal.
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A Report containing number of complaints received, resolved, unattended during Financial Year, timeline for resolution and summary of such grievance is provided to the Board for their review of GR mechanism in order to streamline the process. well for reduction of complaints.
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Escalation of complaints:
Level 1:
The customer may register his/her query/ complaint to the Company which shall be addressed to the Grievance Redressal Officer (GRO) in connection with any matter pertaining to business practices, lending decisions, credit management, recovery and complaints relating to updation / alteration of credit information. The details of the Grievance Redressal Officer are given as follows:
Name of the Grievance Redressal Officer: Mr. Manish Lunia
Email id: nodal.grievance@epimoney.com
Corporate Address: One World Center, Indiabulls Financial Center Tower-2,
7th Floor, South Annexe, 841, Senapati Bapat Marg, Saidham Nagar,
Lower Parel, Mumbai, Maharashtra – 400013
Tel: 022-62603803
Level 2:
If the complaint is not resolved within 15 days, the customer shall
complaint to the Business Head of the Company at his following email id:
compliance@epimoney.com
Level 3:
If the complaint / dispute are not redressed within a period of 30 days
from date of its receipt, the customer may appeal to:
Deputy General Manager,
Department of Non-Banking Supervision,
Reserve Bank of India,
Post Box No. 40, Chennai Post Office, Chennai
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Policy Revision:
This policy is subject to revision based on the extant RBI guideline from time to time.
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For FinTech/ Digital Lending related complaints:
For any complaints related to Fintech/ digital lending, contact us/ write to us at:
Grievance Redressal Officer: Mr. Manish Lunia
Contact Number: 022-62603800 – 10.30 am to 6.00 pm (Monday to Friday except National Holidays)
Email ID: nodal.grievance@epimoney.com