Grievance Redressal Policy

Last Updated: April 10, 2025

Introduction

At ONDO Finance, we are committed to providing exceptional service to all our customers. We recognize that occasionally, issues may arise, and you may wish to express dissatisfaction or concern. Our Grievance Redressal Policy outlines the process for addressing and resolving your complaints in a fair, timely, and transparent manner.

Objectives

This policy aims to:

• Provide a fair and equal grievance redressal mechanism to all our customers
• Ensure prompt resolution of customer complaints and grievances
• Identify trends in customer grievances to improve our services and prevent recurrence of issues
• Enhance customer satisfaction through responsive grievance handling
• Adhere to regulatory guidelines on customer service and grievance redressal

Grievance Redressal Mechanism

Level 1: Customer Support

You can register your complaint through any of the following channels:

All complaints will be acknowledged within 24 hours of receipt, and we aim to resolve most issues at this level within 7 working days.

Level 2: Grievance Redressal Officer

If you are not satisfied with the resolution provided at Level 1, or if your complaint has not been resolved within 7 working days, you can escalate it to our Grievance Redressal Officer:

The Grievance Redressal Officer will review your complaint, investigate the matter thoroughly, and provide a resolution within 10 working days of escalation.

Level 3: Nodal Officer

If you are still not satisfied with the resolution provided, or if your complaint has not been resolved within the specified timeframe, you can escalate it to our Nodal Officer:

The Nodal Officer will review the complaint, the steps taken so far, and provide a final resolution within 7 working days of this escalation.

Regulatory Escalation

If you are not satisfied with the resolution provided by ONDO Finance after exhausting all internal escalation channels, you may approach the regulatory authority:

Maintenance of Records and Reporting

All complaints will be recorded in our Customer Relationship Management (CRM) system, and records will be maintained for a period of 8 years from the date of resolution. Regular reports on grievance data will be submitted to the management and relevant regulatory authorities as required.

Review of Policy

This Grievance Redressal Policy will be reviewed annually to ensure its effectiveness and alignment with regulatory requirements and industry best practices.