Grievance Redressal Mechanism
Introduction
1Finance P2P Private Limited is committed to providing excellent customer service and maintaining the highest standards of transparency and accountability. This Grievance Redressal Mechanism has been established to ensure that all customer complaints and concerns are addressed promptly, fairly, and effectively.
We believe that feedback from our customers is invaluable in helping us improve our services and maintain trust in our platform.
Objective
The primary objectives of this mechanism are to:
- Provide a structured and transparent process for addressing customer grievances
- Ensure timely resolution of complaints
- Maintain confidentiality and protect complainants from retaliation
- Continuously improve our services based on customer feedback
- Comply with regulatory requirements and industry best practices
Scope
This mechanism applies to all customers, lenders, borrowers, and individuals who have a legitimate interest in the affairs of the organization.
Types of Grievances
The following types of grievances can be filed under this mechanism:
- Data Security and Privacy Concerns
- Fund Transfer and Withdrawal Issues
- Non-Compliance with Platform Policies
- Application or Product Complaints
- Any other grievances related to our services
Confidentiality and Non-Retaliation
All information related to the grievance, including the identity of the complainant, will be treated with strict confidentiality.
1Finance P2P is committed to protecting individuals from any form of retaliation for filing a grievance.
Reporting Mechanism
Customers can report their grievances through the following channels:
| Contact Method | Details |
|---|---|
| Phone | Customers can call our dedicated helpline number between office hours and working days:022 45913333 |
| Customers can write to us at:grievance@1financep2p.com | |
| Mail/Letter | Customer can write to: 1Finance P2P Private Limited A-1501/1502, Lotus Corporate Park, Ram Mandir Road, Goregaon-East, Mumbai 400063 |
Escalation Channels
If you are not satisfied with the initial resolution, you can escalate your grievance through the following levels:
| Level | Resolution Mechanism |
|---|---|
| Level 1 | If the customer is not satisfied with the resolution provided by 1Finance P2P through the above mentioned channels within the stipulated time, he/she can write to the Nodal Officer - Vikas Mirmira atnodalofficer@1financep2p.com |
| Level 2 | If the customer is not satisfied with the resolution provided by 1Finance P2P, he/she can write to the RBI governing body by registering on portal:https://cms.rbi.org.in |
Grievance Resolution Process
Time Frame
- 7 working days for normal cases from the time of acknowledgment
- 15 working days where a third party is involved from the time of acknowledgment
Receipt and Acknowledgment
All grievances are acknowledged within 24 hours of receipt
Investigation
Thorough investigation of the complaint by relevant departments
Resolution
Implementation of appropriate resolution measures
Communication
Written communication of the decision to the complainant
Communication of Decisions
Decisions and outcomes of the grievance resolution process will be communicated in writing to the complainant and any other relevant parties.
A summary of the decision may also be provided to employees or stakeholders in a general manner, ensuring confidentiality is maintained.
Contact Information
Grievance Redressal Officer
Email: grievance@1financep2p.com
Phone: 022 45913333
Address:
1Finance P2P Private Limited
A-1501/1502, Lotus Corporate Park
Ram Mandir Road, Goregaon-East
Mumbai 400063
Nodal Officer
Name: Vikas Mirmira
Email: nodalofficer@1financep2p.com