Grievance Redressal Policy

Welcome to Kashti. This electronic record is generated by a computer system and does not require any physical or digital signatures. By visiting on our Website/App or availing services available herein on it, you are consenting to be bound by this Grievance Redressal Mechanism. Please ensure that you read and understand all the provisions of this document before you start using the KFPL.

This Mechanism is issued by Kashti Finserv Private Limited (hereinafter referred to as “KFPL” or “Company”) and encompasses all affiliated entities, employees, and stakeholders associated with Kashti Finserv Private Limited’s operations.

1.1. KFPL is committed to providing the highest standards of customer service and ensuring that all grievances and complaints are addressed in a fair, transparent, and timely manner.

1.2. The Grievance Redressal Mechanism has been established to ensure that customers, stakeholders, and employees have a clear and effective channel to voice their concerns, complaints, or feedback and that these are resolved promptly and satisfactorily.

2.1. KFPL’s Grievance Redressal Mechanism ensures that:

2.1.1 All grievances are logged, acknowledged, and addressed promptly.

2.1.2 The resolution process is transparent, impartial, and customer-centric.

2.1.3 Appropriate measures are taken to prevent the recurrence of issues and enhance overall service quality.

2.2. The KFPL’s mechanism, on Grievances Redressal has been formulated considering the following objectives:

2.2.1. To establish a structured redressal mechanism for the customers and other stakeholders to resolve their grievances immediately;

2.2.2. To institute a mechanism within the Company's operations for receiving and addressing customer complaints, with a focus on resolving such complaints expeditiously and in a fair manner.

2.3. On the basis of this Mechanism, the Company shall ensure that an appropriate Mechanism subsists for the purpose of receiving and addressing Grievance from its customers, with the aim of resolving the Grievance equitably and expeditiously.

2.4. The Mechanism encompasses adherence to the provisions of Digital Lending guidelines and other regulations stipulated by Reserved Bank of India (RBI).

3.1. The Mechanism covers the grievance of the customer of KFPL who may approach the offices of KFPL for the resolution of their complaints.

3.2. A customer grievance regarding deficiency in service shall refer to any shortcoming or inadequacy in the delivery of financial services, or any related services that KFPL is obligated to provide, whether mandated by statutory requirements or otherwise. Such deficiencies may or may not result in financial loss or damage to the customer.

3.3. The redressal mechanism ensures that all the disputes arising out of the decisions of KFPL’s operational management or otherwise are heard and disposed of at least at the next higher level.

3.4. The Board of Directors of KFPL shall monitor the status and progress of Grievance Redressal. The Grievance Redressal officer shall submit a periodic report on redressal to the Board.

Any customer having grievance/complaint/feedback concerning the product and service offered by KFPL may use the following channel:

4.1.1. The customer with a grievance may contact KFPL at their Customer Service Helpline No. +91 – 9187189633 on between 10:00 AM to 6:00 PM, Monday to Friday (except on national holidays).

Call at: +91 – 9187189633

Email at: Support@kashti.com

Write us at the mentioned address:
Kashti Finserv Private Limited
No. 57, ICS Square, 8th Main Road, Near SBI Bank, 3rd Phase J.P Nagar, Bangalore South, Karnataka - 560078

4.2.1. In case the complaint is not resolved within the given time or if the customer is not satisfied with the solution provided by KFPL, the customer can approach the Grievance Redressal Officer between 10:00 AM to 5:00 PM, Monday to Friday (except National Holidays):

Name of the Officer: Mr. Mehul Jain
Office Address: ICS Square Ground Floor, No. 57, 8th Main Road, 3rd Phase J.P. Nagar, Bengaluru – 560078, Karnataka, India
Email Id: Compliance@kashti.com
Contact No.: +91 - 9187189632

4.2.2. How will we address a Grievance?

5.1. The complaint shall be considered as disposed-off and closed when:

5.1.1. KFPL have acceded to the request of the complainant fully; or

5.1.2. Complainant has indicated acceptance of the response of KFPL in writing; or

5.1.3. Complainant has withdrawn the complaint, in writing.

6.1. The Customer shall mention the Loan application number or Loan Account number while filing the complaint to ease the redressal process.

6.2. Anonymous complaints made to KFPL shall not be addressed.

6.3. Upon receiving a complaint, KFPL will acknowledge it within a reasonable timeframe. All complaints will be duly recorded for reference and resolution purposes.

6.4. If in any case, KFPL needs additional time, it shall inform the customer of the reasons for delay in resolution within the timelines specified above and provide expected timelines for resolution of the complaint.

6.5. The designated Grievance Redressal Officer shall be responsible for resolving the grievances under the Grievance Redressal Mechanism on behalf of KFPL.

7.1. The Audit & Monitoring staff reviews registrations and contacts clients with major grievance to ensure they have been resolved effectively.

7.2. The Kashti Finserv’s grievance cell is audited as part of the company’s audit. Internal auditors/Senior Management enquire with clients if they have any complaints and if those raised were settled satisfactorily. The auditors also check the grievance registers to verify if the complaints have been settled satisfactorily. Pending Cases are followed up through internal department of KFPL or the senior management.

8.1. KFPL shall display the following information for the benefit of their customers at their branches/places where business is transacted/website of the company

8.2. Name and contact details (such as Telephone/Mobile No., e-mail ID) of the Grievance Redressal Officer who can be approached by the public for resolution of complaints against the Company.

8.3. The policy will be reviewed annually or when required by regulatory changes, with updates approved by the Board.