Solfin Sustainable Finance Private Limited

Grievance Redressal Policy

1. Introduction

Objectives of this Grievance Redressal Policy is set a framework for customer grievance redressal at Solfin Sustainable Finance Private Limited (Formerly Known as Dhanvikas Fiscal Services Private Limited) (herein after referred to as "the Company" or "Solfin" or "SSFPL" or "RE").

All customers of the Company shall be treated fairly and consistently and conduct operations in accordance with prevailing regulatory and statutory requirements.

The Company's redressal channels would be made effective and meaningful by putting in place a structured system to ensure that Customer complaints are redressed seamlessly and well within the committed timeframe.

In accordance with the above, the Board of Directors of Solfin Sustainable Finance Private Limited (Formerly Known as Dhanvikas Fiscal Services Private Limited) being a NBFC-ND BL has hereinafter set up an updated framework for Grievance redressal.

2. Scope of the Policy

The processes contained in this Policy are applicable to all employees (permanent as well as contractual), branches, offices and locations of the Company across the Country and to all activities where there is an interaction with prospective or existing customers.

A complaint is an expression of dissatisfaction or resentment either in the form of a representation or an allegation made in writing or through an approved electronic channel containing a grievance alleging deficiency in the following areas:

a.Services, products, policies and procedures of the Company;
b.Robust customer service standards;
c.A transparent and time-bound grievance redress mechanism relating to credit information;
d.Compliance with RBI regulations on credit reporting, grievance handling, and compensation;
e.Protection of customer rights and improved data accuracy in credit information reporting;
f.Services provided to customers by any outsourced agent or agency of the Company;
g.Employee behaviour towards the customers of the Company; and
h.Confidentiality and protection of the personal (including sensitive personal information) and financial information of the Company's customers.

Requests that deal with data modification (e.g. request for address change, change of bank details/mandate etc.) or enquiries about loan products / schemes, interest rates or other such similar requests do not fall under the purview of this Policy.

PART 1

GRIEVANCE REDRESSAL MECHANISM

1) Principles

a. The principles governing the Grievance Redressal Mechanism are as follows:

i.to establish a robust Grievance Redressal Mechanism for the Company;
ii.to constantly devise newer and smarter mechanisms to receive and redress Grievances;
iii.to guide and enable all employees of the Company to work in good faith and without prejudice to the interests of the Customers;
iv.to prioritise redressal of Grievances of Customers with disabilities;
v.to redress the Customer's Grievances arisen on account of services provided by any outsourced agency;
vi.to deal with all Grievances in a prompt, efficient, timely and courteous manner;
vii.to treat all Customers fairly at all times;
viii.to keep the Customer informed about the mechanism to address their complaints, concerns and grievances within Solfin; and
ix.to analyze and implement the feedback received from Customers on a continuous basis.

b. Grievance Redress Mechanism relating to Credit Information

i.A transparent and time-bound grievance redress mechanism relating to credit information;
ii.Compliance with RBI regulations on credit reporting, grievance handling, and compensation; and
iii.Protection of customer rights and improved data accuracy in credit information reporting.

c. Redressal of Grievances of a Customer with disabilities will be

i.prioritized once a formal request is made and proof of disability is furnished by such Customer. If any Customer requests for a hard copy of agreement, statements or any other documents, a copy of which has already been provided to the Customer in soft copy, such hard copy may be provided to the Customer by Solfin after levying, at Solfin discretion, a charge of a nominal amount.

d. A consolidated report of all reviews conducted under the Grievance Redressal mechanism shall be submitted to the Board at such regular intervals, as specified by it or required under Applicable Laws.

2) Team Sensitization on Handling Complaints

The following officers are responsible for handling the grievances of Customers:

a. GRO

i.Appointment: Solfin shall appoint a GRO.
ii.Role: The GRO has the responsibility to handle grievances of the Customers.
iii.Details of the GRO shall be published on the website and offices of the NBFC.

b. The GRO may be assisted by a team comprising of any individuals or employees of Solfin as determined by Solfin from time to time.

c. The team handling Grievances from Customers:

i.shall undergo training to ensure that the Grievances and queries from a Customer are handled in an appropriate manner in accordance with this Grievance Redressal Policy; and
ii.are encouraged to work in a manner that helps Solfin in offering a first time, efficient, and speedy resolution.

PART 2

REGISTRATION OF COMPLAINTS

1) Manner of Registering Complaints

A Customer can register Grievances in accordance with the process set out in this Grievance Redressal Policy. Solfin follows a 'three level' process for registering and addressing all Grievances as described below.

A. Level-1 – Customer Service Team:

i. Approach

A Customer can approach Solfin in the following manner within 30 days from the date of the transaction relating to the Grievance on:

i.Voice support details on 9599446877; or
ii.email details of the Grievance at customercare@solfin.co.in

ii. Acknowledgement

i.All Grievances received in the manner set out above, the Customer will be given an acknowledgement within 24 hours.
ii.The customer support team initiates action on the Grievance and where necessary contacts the Customer for any additional details as may be necessary to address the Grievance.
iii.The Customers are kept informed of the action taken, the progress while redressing grievances, and/or, the reasons for delay if any, in redressing any Grievance.
iv.The Customers are informed via e-mail about the follow up action and the turn around times for complaint resolution.

iii. Resolution

i.All Grievances received are resolved within the timelines set out in paragraph 8 below.
ii.In case any Grievance takes more than the specified resolution time, the Customers are:
1. a.intimated accordingly; and
2. b.kept updated on the progress/status of the Grievance on a periodic basis until the Grievance is resolved.

iv. Customer Grievance Redress Escalation

a. In case the Customer:

ii.does not receive a response within the timelines set out in Level 1; or
iii.is dissatisfied with the response received from Solfin,

b. the Customer may escalate the Grievance to the next level as indicated below.

B. Level-2 – First Appeal:

i.The Customer can address the Grievance to the below address for escalations:
Grievance Redressal Office:
Name: Jasmita Kohli
Address: Solfin Corporate Office
Email: Jasmita@solfin.co.in
iii.All escalations received are acknowledged within 24 Business hours and a resolution is provided by Solfin within the timelines set out in paragraph 8 below.
iv.In case any escalation takes more than the specified resolution time, the Customers are:
1. 1.intimated accordingly; and
2. 2.kept updated on the progress / status of the escalation on a periodic basis until the escalation is resolved.
v.Customers are required to approach Level 2 with the original ticket number generated by Solfin.

C. Level-3 – Second Appeal:

i.In case there is no response within the defined timeframe for Level 2 or in case the response provided is not satisfactory, the Customer can escalate the matter to:
Customer Care Head:
Name: Basant Kumar
Address: Solfin Gurugram Branch Office
Email: basant.kumar@solfin.co.in
iii.All escalations received under Level 3 are acknowledged within 48 business hours and a resolution is provided within the timelines set out in paragraph 8 below.
iv.In case any escalation takes more than the specified resolution time, the Customers are:
1. 1.intimated accordingly; and
2. 2.kept updated on the progress / status of the escalation on a periodic basis until the escalation is resolved.
v.While making an escalation under Level 3, the Customer is required to send an email to the Customer Care Head setting out a full description of the Grievance and all necessary details and discrepancies due to which the Grievance could not be resolved.

D. Time Estimate

Solfin endeavours to address all Grievances within the below mentioned timelines, except where an investigation is involved in resolving the same:

Level 1 – Customer Service Team

Response to a Customer's query / concern	24 Business hours
Follow-up queries	48 Business hours
Customer grievances resolution process	15 Business days

Level 2 – First Appeal

Acknowledgement	24 Business hours
Further response	5 Business days

Level 3 – Second Appeal

Acknowledgement	48 Business hours
Further response	7 Business days

Information related to a complaint/dispute on the Credit Information Companies shall be addressed within 15 days of receipt of complaint.

2) Customer Alerts & Communication

Solfin shall:

i.Send SMS/email alerts whenever customer credit information relating to DPD or default status is submitted to CICs;
ii.Encourage customers to update their mobile number and email;
iii.Inform customers of the exact reason for rejection if a credit correction request is not accepted.

3) Compensation as per RBI Directions

If Solfin fails to resolve a credit information grievance within 30 calendar days, the customer shall be entitled to:

₹100 per day of delay

until the complaint is fully resolved

The amount shall be:

i.Calculated transparently;
ii.Communicated to the customer;
iii.Credited to the customer's bank account/UPI ID within 5 working days after resolution.

4) Root Cause Analysis (RCA)

Solfin shall ensure the below:

i.Conducted once every six months on CIC-related complaints;
ii.Findings to be reviewed by senior management;
iii.Action points to be incorporated into process improvements.

PART 3

NODAL OFFICER

1)Solfin shall appoint a Nodal Officer and a Principal Nodal Officer (if applicable) in accordance with the RBI Master Directions.
2)The Nodal Officer or Principal Nodal Officer (as the case may be) shall be responsible for representing Solfin and furnishing information to the RBI and CICs in relation to the complaints against Solfin in accordance the RBI Master Directions.
3)Any change in Nodal Officer details shall be communicated to CICs within 5 calendar days.
4)Details of the Nodal Officer appointed by Solfin are set out in Annexure 1 to this Policy and will also be displayed for the benefit of the Customer at the office and website of Solfin.

PART 4

REVIEW AMENDMENT AND PUBLICATION

1) Periodicity of Review

i.This Grievance Redressal Policy will be reviewed by the Board on a periodical basis as may be deemed appropriate by the Board.
ii.The Nodal Officer will furnish periodical reports on his/her activities to the Board, preferably at quarterly intervals, but not less than bi-annually.

2) Amendments

i.Any amendments to this Grievance Redressal Policy will be reviewed and approved by the Board.
ii.Provisions of this Grievance Redressal Policy are subject to amendments in accordance with Applicable Laws (including rules, regulations, notifications) on the subject as may be issued, from time to time. In case any provisions of this Grievance Redressal Policy are inconsistent with Applicable Laws (including any subsequent amendment(s), clarification(s), circular(s), etc.) then such provisions of Applicable Laws shall prevail over the provisions hereunder and this Grievance Redressal Policy shall be deemed to have been amended to such extent.

3) Publication

This Grievance Redressal Policy shall be published on Solfin's website for the information of various stakeholders.

ANNEXURE 1

Details of the Principal Nodal Officer

Name:	Jasmita Kaur Kohli
Address:	C 304, Tharwani Heritage, Sector 7, Kharghar – 410 210, Navi Mumbai
Mobile Number:	+91 9619831616
Email:	jasmita.kohli@solfin.co.in

Important

Please ensure that you read and understand this Grievance Redressal Policy carefully. For any grievance or complaint, you may contact our Customer Service Team at customercare@solfin.co.in or call us at 9599446877. Alternatively, you may also raise a ticket through the Contact Us section.

Last updated: 6 October 2026