Grievance Redressal Policy

1. Objective

The objective of this Grievance Redressal Policy ("Policy") is to establish an effective, transparent, and time-bound mechanism for receiving, acknowledging, investigating, and resolving complaints and grievances raised by customers of the RinSetu Platform.

This Policy has been formulated in accordance with the guidelines issued by the Reserve Bank of India (RBI) for Non-Banking Financial Companies and Lending Service Providers, and reflects Archway Commercial Solutions Private Limited's commitment to fair, dignified, and customer-centric service.

We believe that every grievance is an opportunity to improve. All complaints, regardless of their nature or outcome, are treated with the utmost seriousness and are used to continuously improve our processes and services.

2. Scope

This Policy applies to all individuals who interact with the RinSetu Platform or avail services facilitated through it, including:

• Loan applicants (whether approved, rejected, or pending)
• Active borrowers with an ongoing loan account
• Customers with closed or foreclosed loan accounts
• Any member of the general public who has a concern regarding our practices or conduct

All employees, agents, collection personnel, and third-party representatives acting on behalf of Archway Commercial Solutions Private Limited (RinSetu) are bound by this Policy.

3. Grievance Categories

Complaints and grievances are classified into the following categories for efficient routing and resolution:

4. Grievance Channels

Customers may submit their grievances through any of the following channels:

4.1 Primary Channels

4.2 Accessibility

• Multi-language support is available in Hindi, English, and Bengali
• Written grievances sent by post will be acknowledged within 3 working days of receipt
• Customers with disabilities or those requiring assistance may request support through any of the above channels

5. Grievance Resolution Framework

All grievances follow a structured escalation framework. Customers are encouraged to first approach Level 1 before escalating, unless the matter is of an urgent or serious nature.

6. Complaint Registration Process

7. Service Level Agreements (SLAs)

8. Customer Rights

9. Compensation Framework

The following indicative compensation may be applicable, subject to investigation and verification:

Compensation, where applicable, will be credited to the borrower's registered bank account or adjusted against outstanding dues, as appropriate. Compensation decisions are subject to internal review and approval.

10. Monitoring, Analysis, and Reporting

11. Staff Training

All personnel involved in grievance handling, customer support, and recovery operations undergo:

• Initial onboarding training covering this Policy, the Fair Practices Code, and applicable RBI guidelines
• Quarterly refresher training on regulatory updates and procedural changes
• Soft skills and empathy training to ensure respectful and professional customer interactions
• Escalation procedure training to ensure grievances are handled and routed efficiently

Adherence to this Policy is a condition of employment and engagement for all relevant personnel.

12. Policy Review

This Policy shall be reviewed annually, or more frequently if required by changes in:

• RBI or other applicable regulatory guidelines
• Customer feedback and grievance trend data
• Internal audit findings
• Industry best practices

Any material revisions to this Policy will be communicated to customers through the Platform and will be effective from the date of publication.

13. Contact Summary