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Name of the Digital Lending Application (DLA)

Website URL: capitalnow.in

Google Playstore: https://play.google.com/store/apps/details?id=com.capitalnowapp.mobile&hl=en-IN&pli=1

App Store: https://apps.apple.com/us/app/personal-loan-app-capitalnow/id1584771837

Grievance Redressal

Finxer Technologies Private Limited or “We” or “Our” is a fin-tech company providing tech-platform (“Platform”) known as ‘Capital Now’. We are committed towards customer satisfaction and has put together the undermentioned customer Grievance Redressal Policy (“Policy”) for an effective resolution of all grievances/complaints received from our customers. We make sure that our customers feel secure and heard while using the Platform.

We aim to resolve any complaint or grievance which may arise as a result of any gap in the promised and delivered services. This shall also apply to all queries and/or feedback received from our customers. We encourage our customers to provide feedback in respect of our services and aim to improve the quality of our products and services.

The motive of this Policy is to reduce the customer grievances through appropriate redressal mechanism. We have put in place a very robust and customer friendly structure to ensure that all your grievances are resolved in a timely and effective manner. This structure is approved by the Board of Directors.

GOVERNING PRINCIPLES

  1. Treating the customer in a fair and respectful manner while redressing their grievances and queries.
  2. Making the process of grievance redressal for customers efficient and hassle-free.
  3. Timely resolution of all grievances is necessary for business growth and accordingly complaints raised by customers shall be dealt with courtesy and resolved in a timely manner.
  4. Helping customers at all stages of grievance redressal and making them aware of their right(s) to approach the higher stage of grievance redressal.

CHANNELS FOR REGISTRATION OF COMPLAINTS

E-mail: Customers can send an email for redressal of issues at the email id(s) as mentioned hereunder in this Policy.

Grievance Redressal Process

To make the grievance redressal mechanism more meaningful and effective, our management has laid down an escalation mechanism in compliance with various applicable regulations. The management will periodically review the effectiveness of grievance redressal mechanism escalation matrix. We have created the following escalation system for our customers:

Level 1

Grievance Redressal Officer

Customers can reach out to the Grievance Redressal Officer at the below mentioned contact details:

NamePhone NoEmailAddressWorking Hours
Aditya Patnaik7207771930support@capitalnow.in Orbit, 8th Floor, Symbyont Smart Spaces, Plot no. 30/C, Sy. no. 83/1, Raidurg, Serillingampally Mandal, Hyderabad, Telangana- 500019 Monday-Friday (except public holidays), 9:30 am to 6:30 pm
  1. Customers can reach out to our Grievance Officer for any query regarding our services. Customers shall ensure that they quote their Loan ID number in every correspondence with Capital Now regarding their grievances. Any complaint registered has to be acknowledged by the Grievance Officer.
  2. Capital Now is determined to provide the first response to the customer within 2 business days of the receipt of complaint.
  3. Capital Now aims to resolve all support related complaints within 10 business days (and 30 business days for cases involving fraud).
  4. The aforementioned timelines may change depending upon the nature and complexity of grievances.
  5. In case the customer is not satisfied with the redressal provided at Level 1, complaints can be escalated to Level 2.

Level 2

Grievance Nodal Officer

Customers can reach out to the Grievance Nodal Officer at the below mentioned contact details:

NamePhone NoEmailAddressWorking Hours
Vennela Kakaraparthi7793999075grievance@capitalnow.in Orbit, 8th Floor, Symbyont Smart Spaces, Plot no. 30/C, Sy. no. 83/1, Raidurg, Serillingampally Mandal, Hyderabad, Telangana- 500019 Monday-Friday (except public holidays), 9:30 am to 6:30 pm
  1. The Nodal Officer is determined to provide the first response to the customer within 1 business day of receiving the complaint.
  2. The Nodal Officer aims to resolve all grievances/complaints within 7 business days (and 30 business days in cases where retrieval of documents and old records is required).
  3. The issue can be escalated to the Nodal Officer only after 7 days of raising it with grievance redressal officer.

For Grievance Redressal Mechanism of the Lender, click here