Grievance Redressal Policy

Introduction:

Trickle Flood Technologies Pvt Ltd (IndiaP2P.com), “Platform” is an NBFC Peer to Peer platform licensed by the RBI.

This Grievance Redressal Policy is set out as a mechanism available within the organization to enable Lenders, Borrowers and any other relevant participants to lodge their complaints / grievances or give their feedback /suggestions in relation to their dealings with the Platform in a firm, conclusive and timely manner.

• 1. A complainant/feedback provider must send his/her grievance/suggestions via email to Support Team at cs@indiap2p.com with subject line mentioning ‘Complaint and/or Feedback’, their contact information and Platform identifier such as Lender ID, Borrower ID, Loan ID etc (if available). For immediate assistance, you can reach our customer support at 022 65027681 from 10 AM to 5:30 PM, Monday to Friday (except holidays). Please note that only those emails received from the participants registered email address will be considered.
• 2. Complaints/suggestions received via other media such as social media channels will also be supported via the same process. However, acknowledgement and follow up communication by the Platform will be restricted to the rules of the relevant media, availability of complainant/feedback provider etc.
• 3. The Support Team must promptly identify and raise an appropriate ticket on a received grievance within 3 working days. Suggestions received must be forwarded to the relevant department(s) within 3 working days.
• 4. In case of non-closure of complaint tickets within 10 working days, the said grievance shall be escalated to the,
  Grievance Officer: (Mr. Ravinder Voomidisingh at grievance@indiap2p.com).
  and/or
  Compliance Officer: 601 Links Building
  Road No. 14, Corner of Khar and Pali, Khar West, Mumbai 400052
• 5. In case of non-closure of complaint tickets within 12 further working days, the said grievance will be escalated to the CEO at ho.grievance@indiap2p.com
• 6. If complaints still remain unresolved and are not redressed within a period of one month, participants may approach Reserve Bank of India for the redressal at the below contact details:
  Consumer Education and Protection Department
  Attn: Chief General Manager
  Reserve Banko fIndia 1st Floor, Amar Building Sir P.M. Road, Mumbai-400001
• 7. This Grievance Redressal Policy of the Company will be reviewed by the Board on recommendation of Grievance Redressal Officer on an annual basis.