Customer Grievance Redressal Policy

1. Objective

The objective of this policy is to ensure that customer grievances are addressed in a fair, transparent, and timely manner.

The policy aims to:

• Resolve customer complaints efficiently.
• Improve processes through customer feedback.
• Provide a structured escalation mechanism.
• Ensure compliance with regulatory requirements.

2. Definition of Complaint

A complaint is any expression of dissatisfaction relating to:

• Products or services offered by DSG Investments Pvt. Ltd.
• Employee conduct or service deficiency.
• Issues related to digital lending/financial services.
• Data privacy or misuse of customer information.

A complaint does not include general inquiries or service requests.

3. Channels for Raising Complaints

Customers can raise complaints through:

• Customer Care (Phone): 9871772080
• Email: support@myflot.com
• Postal Address: Ground Floor, House No-227, Block-A Pocket-4, Sector-4 Rohini North West Delhi, Delhi, 110085
• In-Person: Grievance Redressal officer at registered office

4. Required Details for Complaint

Customers should provide:

• Full Name
• Registered Mobile Number
• Loan/Account ID
• Email ID (if available)
• Nature of Complaint
• Supporting documents (if any)

5. Complaint Handling Mechanism

5.1 First-Level Resolution

• Immediate issues will be resolved at first contact.
• Complex cases will be logged and assigned internally.

5.2 Investigation

• Complaints requiring verification will be reviewed by concerned teams.
• Customers will be informed about timelines and progress.

5.3 Communication

Customers will be informed about:

• Status updates
• Expected resolution timeline
• Final resolution details

6. Resolution Timeline (TAT)

• All complaints shall be resolved within 30 days from receipt.
• Interim updates shall be provided where delays occur.

7. Escalation Matrix

8. Compensation Policy (CIC Related)

• ₹100 per day compensation applicable if complaint is not resolved within 30 days (as per regulatory guidelines).
• Applicable in cases of delay in correction/updation of credit information.
• Compensation will be credited within 5 working days of resolution.

9. Complaint Closure & Maintenance

• All resolved complaints will be marked as closed in the system.
• Records will be maintained for audit and regulatory review.

10. Monitoring & Reporting

Quarterly reports shall be presented to the Board covering:

• Total complaints received/resolved/pending
• Average resolution time
• Root cause analysis
• Systemic improvements

11. Policy Review

This policy shall be reviewed annually or earlier if required due to regulatory changes or business needs.