Transparency, trust, and responsible lending. Read our Board-approved Grievance Redressal Policy.
Finverra Capital Private Limited (“Finverra”) recognizes that an effective customer grievance redressal mechanism is a key element of responsible business conduct. This Policy lays down a structured and time-bound framework for the receipt, logging, processing, resolution, and escalation of complaints from customers and other eligible stakeholders, in full compliance with applicable RBI guidelines.
| Document Metadata & Details | |
|---|---|
| Document Title | Grievance Redressal Policy |
| NBFC Classification | Base Layer – Non-Deposit Taking NBFC (NBFC-ND-BL) | Customer Interface: Yes |
| Document Owner | Compliance Department |
| Classification | Confidential – Restricted Internal Circulation |
| Version | 1.0 – Aligned to RBI (NBFCs – Responsible Business Conduct) Directions, 2025 |
| Primary Regulatory Reference | RBI (Non-Banking Financial Companies – Responsible Business Conduct) Directions, 2025 | Effective: 28 November 2025 | Circular: DOR.RRC.REC.302/33-01-010/2025-26 |
| Other Applicable Directions | RBI (Digital Lending) Directions, 2025 (May 8, 2025) | RBI (NBFCs – Registration, Exemptions & SBR) Directions, 2025 | RB-IOS 2021 |
| Review Frequency | Annual or immediately upon any RBI amendment / new circular |
| Effective Date | April 2026 |
The primary governing instrument for this Policy is the RBI (Non-Banking Financial Companies – Responsible Business Conduct) Directions, 2025, issued on 28 November 2025 (Circular: DOR.RRC.REC.302/33-01-010/2025-26). This Direction consolidates and replaces the Fair Practices Code provisions previously embedded in the SBR Master Directions 2023, along with numerous standalone circulars, and is the single authoritative source for customer conduct, grievance redressal, KFS, penal charges, and fair lending obligations for all applicable NBFCs.
Applicability: Applicable to NBFC-ICC and all major NBFC categories for all SBR layers, except CICs, Account Aggregators, Mortgage Guarantee Companies, Standalone Primary Dealers, and NBFCs without customer interface. Finverra Capital Pvt. Ltd. (Base Layer NBFC-ND with customer interface) is fully within scope.
| Direction / Instrument | Date / Reference | Applicable? | Relevance |
|---|---|---|---|
| RBI (NBFCs – Responsible Business Conduct) Directions, 2025 | 28 Nov 2025 | DOR.RRC.REC.302/33-01-010/2025-26 | YES | Grievance redressal mechanism; GRO/Nodal Officer; KFS; Penal Charges; Recovery conduct; 30-day resolution; Board review & annual disclosure |
| RBI (NBFCs – Registration, Exemptions & SBR) Directions, 2025 | 28 Nov 2025 | YES | Base Layer classification; scale-based compliance requirements |
| RBI (Digital Lending) Directions, 2025 | 8 May 2025 | YES – if digital lending undertaken | Nodal GRO on DLA/LSP platforms; CIMS registration; 30-day resolution for LSP complaints |
| Reserve Bank – Integrated Ombudsman Scheme (RB-IOS), 2021 | 12 Nov 2021 | YES | External escalation to RBI Ombudsman if unresolved in 30 days; cms.rbi.org.in |
| RBI (NBFCs – Internal Ombudsman) Directions, 2026 | 14 Jan 2026 | NOT APPLICABLE | Applies only to NBFC-ND with assets ≥ ₹5,000 Cr with customer interface. Monitor for future applicability. |
Finverra Capital Pvt. Ltd. (“the Company”) is a Base Layer Non-Deposit Taking NBFC (NBFC-ND-BL) registered with the Reserve Bank of India. The Company recognises that an effective customer grievance redressal mechanism is a key element of responsible business conduct. This Policy lays down a structured and time-bound framework for the receipt, logging, processing, resolution, and escalation of complaints from customers and other eligible stakeholders, in full compliance with the RBI (NBFCs – Responsible Business Conduct) Directions, 2025.
This Policy aims to:
This Policy applies to:
Note: Under RBI (NBFCs – Responsible Business Conduct) Directions, 2025, the grievance redressal mechanism shall extend to cover services delivered through outsourced partners and LSPs. The mechanism shall not be compromised or diluted on account of outsourcing.
| Principle | Description |
|---|---|
| Accessibility | Multiple complaint channels (branch, email, phone, website post); assistance provided to customers facing difficulty in lodging complaints |
| Transparency | Clear communication of process, timelines, and escalation matrix at every stage; GRO / Nodal Officer details displayed at branches and on digital platforms |
| Timeliness | Acknowledgement within 3 working days; resolution within 30 calendar days; interim updates for complex cases requiring more time |
| Fairness | Complaints handled objectively without bias; no adverse treatment of any customer for raising a complaint |
| Confidentiality | Customer data and complaint details shared strictly on a need-to-know basis; retained as per record retention requirements |
| Root-Cause Analysis | Complaint trends analysed; corrective actions tracked and reported to Board periodically to prevent recurrence |
The Board of Directors shall designate a sufficiently senior officer as the Grievance Redressal Officer (GRO). The GRO is the primary authority for receiving, processing, and resolving all customer complaints. The GRO’s contact details shall be displayed prominently at all branches, offices, the Company’s website, all Digital Lending Applications (DLAs), and LSP platforms.
Name: Rakesh Jain
Designation: Grievance Redressal Officer
Address: C-72, Mittal Tower, C-Wing Nariman Point, Mumbai- 400021
Email: grievance@finverracapital.com
Phone / Mobile: +91 87799 80452
Working Hours: Monday to Friday, 10:00 AM – 6:00 PM (excluding public holidays)
The Company shall designate a Principal Nodal Officer (PNO) who is senior to the GRO. The PNO shall: (i) represent the Company before the RBI Ombudsman; (ii) receive escalated unresolved complaints; (iii) oversee the overall functioning of the GRM; and (iv) place periodic complaint dashboards before the Board / Board Committee.
Name: Rajendra Tathare
Designation: Principal Nodal Officer
Address: C-72, Mittal Tower, C-Wing Nariman Point, Mumbai- 400021
Email: pno@finverracapital.com
Phone / Mobile: +91 87799 80452
Customers may submit complaints through any of the following channels:
| Step | Action Required | Timeline |
|---|---|---|
| Receipt & Logging | Complaint received through any channel; logged in central register with unique reference number | Immediately on receipt |
| Acknowledgement | Acknowledgement sent to complainant with reference number and expected resolution timeline | Within 3 working days |
| Assessment & Investigation | Complaint assigned to relevant function; fact-finding, document review, interactions as needed | Ongoing within TAT |
| Level 1 – Front Office | First-level resolution by customer care / branch / relationship manager | Best endeavour: 7 working days |
| Level 2 – GRO | If unresolved at Level 1 or complainant dissatisfied, escalated to GRO | Within 15 days from original complaint date |
| Level 3 – PNO | Final internal escalation if GRO unable to resolve; reasoned response issued | Within 30 calendar days from original complaint date |
| Closure | Resolution communicated; system updated with closure reason; complaint closed only after communication to complainant | On resolution |
| External – RBI Ombudsman | If unresolved within 30 days OR complainant dissatisfied with response, complaint may be filed at cms.rbi.org.in or by calling 14448 | After 30 days |
| Level | Authority | Timeline | Contact / Mode |
|---|---|---|---|
| Level 1 | Customer Care / Branch / Relationship Manager | Within 7 working days | In-person / phone / email / app |
| Level 2 | Grievance Redressal Officer (GRO) | Within 15 days from original complaint date | rakesh.jain@finverracapital.com |
| Level 3 | Principal Nodal Officer (PNO) | Within 30 calendar days from original complaint | rajendra.tathare@finverracapital.com |
| External | RBI Ombudsman (RB-IOS 2021) | If unresolved within 30 days or complainant dissatisfied | https://cms.rbi.org.in | Toll-Free: 14448 |
In accordance with the RBI (NBFCs – Responsible Business Conduct) Directions, 2025, the Company shall issue a standardised Key Fact Statement (KFS) to all retail and MSME term loan borrowers prior to execution of the loan agreement. The KFS shall:
In accordance with the RBI (NBFCs – Responsible Business Conduct) Directions, 2025:
The Company shall ensure that its recovery practices strictly comply with the RBI (NBFCs – Responsible Business Conduct) Directions, 2025:
Where the Company undertakes lending through digital platforms, the following apply under the RBI (Digital Lending) Directions, 2025:
The Company shall prominently display the following at all branches, offices, website, DLAs, and LSP platforms:
The Board of Directors shall:
As required under the RBI (NBFCs – Responsible Business Conduct) Directions, 2025, the Company shall include in its Annual Report:
This Policy is an integral part of the Company’s Board-approved Fair Practices Code (FPC) under the RBI (NBFCs – Responsible Business Conduct) Directions, 2025. The FPC shall be published on the Company’s website in English and in the vernacular language(s) of the area of operation, displayed at all branches, and provided to customers at the time of loan sanction / product onboarding.
The Company shall conduct periodic training for the GRO, PNO, branch staff, and all customer-facing employees on complaint handling, prescribed timelines, and regulatory updates. Training completion shall be tracked and reported to the Board annually.
The Company shall maintain a centralised complaint register / electronic system recording: date and channel of receipt; unique reference number; complainant details; complaint category; assigned officer; resolution status and date; closure grounds; and root-cause classification. Records shall be retained for a minimum of five (5) years and made available for regulatory inspection.
This Policy shall be reviewed at least annually by the Board, and immediately upon issuance of any new or amended RBI direction or circular. All amendments shall be Board-approved before taking effect and communicated to all employees.
This Policy is governed by the laws of India. In any conflict between this Policy and an applicable RBI direction or statute, the RBI direction / statute shall prevail. The Company shall amend this Policy as necessary to maintain full regulatory compliance at all times.
