GRIEVANCE REDRESSAL POLICY

Clime Finance Private Limited (we, us, our) has designed this grievance redressal policy to handle all customer feedback, queries, complaints or grievances on the website (Website) and to address issues with an intent to improve the Website and minimize any recurrence of similar issues in the future. In our endeavour to provide a smooth and enriching experience while recognising the various levels of severity of an issue, we have structured our redressal mechanism in 3 (three) tiers. Our redressal mechanism is based on the principles of fairness and equity.

Grievance redressal mechanism

To resolve any grievance, issue or query at any level in the grievance redressal mechanism, a customer has to ensure that all complaints sent through email must be sent through the registered email id. Further, every complaint must mention details of their permanent account number (PAN), registered phone number and the relevant transaction if the complaint pertains to a specific transaction. No grievances of an anonymous nature will be treated as a legitimate complaint.

Customers may send their complaints via the following methods:

1. Email to grievanceofficer@climefinance.com or

2. Call at 98109 40892

Complaints registered through phone will be received between 10:00 am IST and 4:00 pm IST, from Monday to Friday.

We shall respond to the complaint within 15 (fifteen) working days, from the date of receipt/lodgement of the complaint. On receipt of the complaint, we shall examine the same and accordingly communicate our response through registered email or phone to the customer/ complainant. In the event, the redressal requires further time or consideration, the complainant shall be informed of the same with a suitable justification.

1. Step 1:

If the complaint is not resolved in 15 (fifteen) working days or if the redressal is not adequate, the Participant may complain to the Grievance Redressal Officer (details of which are provided below).

2. Step 2:

If the complaint is not resolved or an adequate redressal for the complaint is not provided by the grievance redressal officer within 20 (twenty) working days, the customer/ complainant shall complaint to the Complaints Redressal Officer, details of which are below.

3. Step 3:

If the complaint / dispute is not redressed within a period of 1 (one) month from the date of its receipt, the complainant may appeal to Officer-in-Charge of the Regional Office of Department of Non-Banking Supervision (DNBS), Reserve Bank of India.