Grievance Redressal Policy

Chhotaria Securities Private Limited ("the Company" or "Chhotaria") is a Non-Banking Financial Company (NBFC) registered with the Reserve Bank of India, engaged in providing loans to borrowers through its mobile applications and website.

This Grievance Redressal Mechanism is formulated in compliance with RBI guidelines on the Fair Practices Code to ensure prompt, fair, and effective resolution of borrower complaints raised directly or relating to services rendered through outsourced agencies/partners.

Key Principles:

• Borrowers are treated fairly and courteously at all times.
• Zero tolerance towards employee or agent misbehavior or harassment.
• Borrowers are kept fully informed of escalation avenues within the Company and external regulatory grievance options.
• Strict compliance with all applicable RBI regulations and consumer protection laws.

This Policy applies to all grievances from borrowers regarding:

Borrowers may file a complaint regarding non-observance of RBI directives, non-adherence to Fair Practice Code guidelines, irregularities in loan statements, unfair recovery conduct, or dissatisfaction with service levels.

*Note: Anonymous or incomplete complaints without verifiable details may not be processed under this mechanism.

Borrowers can lodge their concerns through the following dedicated primary touchpoints:

Required details: Full Name, Registered Mobile Number, Loan/Application ID, Registered Email, and concise summary of concern with supporting documents.

• Acknowledgement: Issued within 3 working days of receiving the complaint.
• Standard Resolution: Resolved within maximum 30 working days from receipt date.
• Complex Issues: If additional time is required due to external investigations, the customer is kept proactively informed with revised ETA.
• Data Protection Complaints: In case of data privacy matters, borrowers can also escalate to the Data Protection Board of India after exhausting internal grievance channels.

Board Review: Consolidated complaint reports, turnaround times, and Fair Practice Code compliance trends are submitted to the Board of Directors at periodic intervals.

Public Display: The Grievance Redressal details and officer contacts are prominently displayed across all offices, website pages, and mobile platforms.