Grievance Redressal Mechanism:
AREA OF APPLICATION

This guideline applies to all the employees working for ATD Financial Services Pvt Ltd (“Company”).

BASIS:

The Grievance Redressal Mechanism Policy has been drafted as per Directions issued by Reserve Bank of India (RBI) on Fair Practices Code for Non-Banking Financial Companies (NBFCs)

INTRODUCTION:

Customer service is extremely important for sustained business growth and as an organization we strive to ensure that our customers receive exemplary service across different touch points. Customer complaints constitute an important voice of customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future.

The Grievance Redressal policy follows the following principles:

Customers are treated fairly at all times.
Complaints raised by customers are dealt with courtesy and in a timely manner.
Customers are informed of avenues to escalate their complaints within the organization, and their rights if they are not satisfied with the resolution of their complaints.
The employees work in good faith and without prejudice, towards the interests of the customers.

DEFINITIONS

The following terms are used in this policy with the meaning specified herein:
“ATD Financial Services Pvt. Ltd.” shall mean the Company.
“Board” shall mean the Board of Directors of the Company from time to time.
“Customers”, means all Business entities, Body Corporate, Individuals and other financial intermediaries, who may avail financial and other facilities from the Company, as per the policies of the Company.
“Grievances” shall mean complaint, resentment, dispute, disagreement etc. arising out of the practices, procedures and codes, followed by the Company in its customer dealings.

GRIEVANCE REDRESSAL MECHANISM

At ATD Financial Services Pvt. Ltd. customer Delight is our priority and we are committed to provide our customers best in class Experience. Whilst all efforts are taken to give customers the best services to avoid any grievances the customers are intimated that they can record their grievances; if any; in person, writing or verbally.

TIME FRAME FOR RESPONSE:

The turn-around time for responding to a complaint is as follows:
Fraud, Legal and cases pertaining to business practices, lending decisions, credit management and recovery and the same which need retrieval of documents and exceptionally old records which TAT is of Two Weeks time.
• For all the complaints received from the regulator, timelines as mandated by respective regulator will be adhered to. If any case needs additional time is required, the NBFC will inform the customer/regulator, requirement of additional time with expected time lines for resolution of the issue.

MECHANISM TO HANDLE CUSTOMER COMPLAINT/ GRIEVANCES
SERVICE TOUCH POINTS ARE AS INDICATED BELOW –:

Customers who wish to provide feedback or send in their complaint may use the following channels between 10:00 a.m. to 06:30 p.m. (Monday to Saturday), except public holidays.
Call our Customer Service Helpline on 0120-4250254
Email us at info@atdfinance.in
The customer can approach any of our service touch points given below in person/ through letter to register a complaint and expect a response within defined time period from complaint registration. The customer is advised to take an acknowledgement of receipt with date from the officer he/she is handing over the complaint letter.

Office Address:

C-316 B&C, Sector-10, Noida (UP) -201301
The Company for this purpose, has framed different levels for addressing and solving the Customer’s grievance/ queries by appointing Compliance officer, the details of which is indicated below:
Compliance Officer
Mr. Deepak Kumar Jha
ATD Financial Servives Pvt. Ltd.
C-316 B&C, Sector-10, Noida (UP) -201301
Email: info@atdfinance.in
Phone: +91 120-4250254
An assurance is given to the customer that he would receive a response within 7 business days and due efforts will be taken to resolve the complaint well before that.
If the customer is not satisfied with the resolution received or if the customer does not hear from us in 30 days, then he may escalate his grievance to the regulator at the below address:
Department of Non-Banking Supervision
16/82, A-5, Mall Rd, Near Wescott School, Officers Quarters,
Civil Lines, Kanpur, Uttar Pradesh 208001