Grievance Redressal Policy

Summary of the Policy

This policy serves as a guideline for addressing and resolving customer complaints and grievances in a timely manner, in compliance with the directives issued by the Reserve Bank of India (RBI). The Grievance Redressal Mechanism also covers issues related to services provided by outsourced agencies engaged by Oriental Finstock Services Private Limited (OFSPL or “the Company”).

Objective

OFSPL is committed to delivering exceptional customer service consistently to ensure sustained organizational growth. Effective and prompt handling of complaints, along with corrective and preventive actions to enhance product features and processes, is critical to achieving this goal. This policy establishes a robust mechanism for receiving and resolving customer complaints fairly and expeditiously, regardless of the source of the complaint. The objective is to address all customer concerns courteously, efficiently, and without bias, ensuring timely resolution.

Scope

This policy applies to all branches and offices of OFSPL across India and covers all customer interactions. It includes two key sections:

1. Capturing customer grievances
2. Guidelines for customer grievance redressal

Section I - Capturing Customer Grievances

OFSPL strives to ensure customer satisfaction by adhering to standard norms and practices to minimize complaints. Customers can lodge complaints through the following four primary channels:

• Customer Walk-in at a Branch/Office
• Email
• Phone Call
• Letter

Complaints are recorded, monitored, and addressed through multiple support channels, including email and phone, based on the customer’s preferred mode of communication.

1. Visibility

• Information on how and where to lodge complaints will be publicized through the company website, displayed at all branches/offices, and included in welcome kits.
• Front-office staff will be trained on the complaint-handling process and provided with the contact details of the **Grievance Redressal Officer (GRO)** and available complaint registration modes.
• Contact details for lodging complaints will be displayed on notice boards at branches/offices.
• The toll-free number and email address for complaints will be included in all customer correspondence.
• Contact details of the RBI Department of Non-Banking Supervision (DNBS) office, where customers can escalate unresolved complaints after 30 days or if dissatisfied with the resolution, will also be displayed on notice boards.

2. Accessibility

Customer Walk-in at Branch/Office

Customers can visit any OFSPL branch/office to lodge a complaint. A designated manager/official will address the issue and attempt to resolve it promptly, if feasible.

Email

The email ID for customer care and the GRO (info@orientalfinstock.com) will be displayed on notice boards and the company website. Customers can send complaints to this email, and the GRO will oversee all complaints received, forwarding them to the relevant department for resolution.

Phone to Designated Number

Customers can lodge complaints by calling the designated number (+91 79 26561234), which will be displayed on the company website and in all customer correspondence. A customer care executive will verify the customer’s identity, record the complaint, and forward it for resolution. A weekly MIS of complaints is sent to the GRO.

Letter

Customers may write a letter addressed to the respective branch/office or the GRO (for escalations) as listed on the website and notice boards. The GRO will direct the complaint to the appropriate branch/department and escalate it if resolution is delayed.

Complaints via RBI Department of Non-Banking Supervision (DNBS)

If a complaint remains unresolved within **30 days** or the customer is dissatisfied with the resolution, they may contact the Officer-in-Charge of the Regional Office of DNBS at RBI.

Complaints via RBI Ombudsman

Customers can file complaints through the Centralized Receipt and Processing Centre (online at https://cms.rbi.org.in or physically) under the **Reserve Bank – Integrated Ombudsman Scheme, 2021**. Complaints must meet specific criteria:

1. Lodged after a written complaint to OFSPL was rejected wholly/partly, or no reply was received within 30 days.
2. Filed within one year of receiving OFSPL’s reply or within one year and 30 days if no reply is received.
3. Not related to matters pending or settled by a court, tribunal, arbitrator, or other authority.
4. Not frivolous, abusive, or vexatious.
5. Compliant with the Limitation Act, 1963, and contain complete information as specified by RBI.
6. Lodged by the complainant or an authorized representative (not an advocate unless the advocate is the aggrieved party).

Complaints received via RBI must be acknowledged within one working day, including details of the case, reference number, resolution timeline, and contact details of the assigned officer. Any delays must be communicated to RBI with a revised timeline.

Section II – Customer Grievance Redressal Guidelines

All complaints must be resolved efficiently within the specified Turnaround Time (TAT).

Customer Care Unit Responsibilities

• Log all complaints in a register.
• Forward complaints to the appropriate branch/department.
• Monitor resolution within the prescribed TAT, escalating as needed.
• Investigate repeat complaints within a quarter.
• Prioritize complaints forwarded by RBI and update the Compliance Cell upon resolution.
• Maintain a database of complaints received and resolved.

If a complaint cannot be resolved within the TAT, the Customer Care Unit must inform the customer that the issue is under investigation and a response will be provided within the next 7 days, keeping the GRO informed.

Grievance Redressal Escalation Matrix

A. Escalation Level 1: Grievance Redressal Officer (GRO)

Grievance Redressal Officer (GRO) Details
Name:	Mr. Rajesh Patel
Address:	Oriental Finstock Services Private Limited, Oriental House, SVK Road, Law Garden Road, Ellisbridge, Ahmedabad, Gujarat - 380006.
Email:	info@orientalfinstock.com
Contact Number:	+91 79 26561234
Timings:	10:00 AM to 5:00 PM (Monday to Friday)
The Grievance Redressal Officer will strive to resolve complaints within **30 working days**. If more time is needed, the complaint will be acknowledged with a detailed explanation for the delay.

B. Escalation Level 2: Regulatory Authorities

If the complaint remains unresolved within **30 days** or the customer is dissatisfied with the resolution provided by the GRO, they may approach the following regulatory authorities:

Option 1: Officer-in-Charge, Regional Office, RBI

Name:	The General Manager, Department of Regulation (Nodal RO)
Address:	Reserve Bank of India, La Gajjar Chambers, Ashram Road, Ahmedabad - 380009, Gujarat.
Email:	dosahmedabad@rbi.org.in
Timings:	10:00 AM to 5:00 PM (Monday to Friday)

Option 2: Officer-in-Charge, Consumer Education and Protection Cell (CEPC)

Name:	Officer-in-Charge, Consumer Education and Protection Cell
Address:	Reserve Bank of India, La Gajjar Chambers, Ashram Road, Ahmedabad - 380009, Gujarat.
Email:	crpc@rbi.org.in
Timings:	10:00 AM to 5:00 PM (Monday to Friday)

Option 3: Office of Ombudsman, Reserve Bank of India (Integrated Ombudsman Scheme, 2021)

Details of Regional Ombudsman Centres:

Principal Nodal Officer (Ombudsman Integrated Scheme, 2021)

Name:	Mr. Rajesh Patel
Address:	Oriental Finstock Services Private Limited, Oriental House, SVK Road, Law Garden Road, Ellisbridge, Ahmedabad, Gujarat - 380006.
Email:	mukeshdesai2361@gmail.com
Contact Number:	+91 9998151779
Timings:	10:00 AM to 5:00 PM (Monday to Friday)

Complaints may be escalated to the Consumer Education and Protection Cell or RBI Ombudsman if rejected wholly/partly by OFSPL, or if no reply is received within 30 days, as per the Reserve Bank – Integrated Ombudsman Scheme, 2021.

Policy Review

This policy will be reviewed annually by the Board. In case of changes or amendments to applicable RBI regulations, the prevailing regulatory provisions will take precedence over this policy.