GRIEVANCE REDRESSAL and CONSENT WITHDRAWAL POLICY
At Synergenius Growth Private Limited ("the Company"), we believe that exceptional customer service is the foundation of sustainable growth and long-term success. Our commitment lies in delivering prompt, transparent, and effective service to foster enduring customer relationships. We are fully dedicated to handling customer grievances swiftly and fairly, while continuously evolving our redressal process to prevent recurrence and improve customer satisfaction.
1. Objective
While we strive to uphold the highest standards of customer service, we acknowledge that occasional service gaps may arise. It is therefore essential to offer a structured mechanism for customers to raise their grievances. Our goal is to ensure impartial, timely, and effective resolution of complaints, while reinforcing trust and engagement with our stakeholders.
Key principles guiding our Grievance Redressal Mechanism include:
Equal and unbiased treatment of all customers.
Timely acknowledgment and courteous handling of every complaint.
Multiple accessible channels for lodging grievances.
Transparency in informing customers of their rights and available remedies.
Thorough investigation and resolution within defined timeframes.
Ongoing analysis of grievances to refine internal processes and prevent recurrence.
This mechanism is designed to ensure a robust, fair, and efficient system is in place to receive and resolve customer grievances with diligence and in alignment with regulatory expectations, including the Reserve Bank of India’s (RBI) Digital Lending Guidelines.
2. Grievance Redressal Framework
2.1 How to Lodge a Grievance
Customers may raise grievances regarding the Company’s products or services through any of the following modes:
Postal Address:
305, Wellington Business Park 2,
Marol, Andheri Kurla Road,
Mumbai – 400059
Details to be included in the complaint:
Name of the product/service related to grievance
Application submission date
Detailed description of the grievance
Registered contact details (email ID and phone number used during service registration)
2.2 Response and Resolution Process
An acknowledgment will be sent within 48 working hours of receiving the complaint.
A final response will be provided within 15 days. If additional time is needed, the customer will be informed with appropriate reasoning.
2.3 Escalation Process
Level 1
If you do not receive a confirmation within 7 business days of your submission, please escalate the matter by writing to grievance.redressal@finfinity.co.in with your request details.
Level 2
If the issue remains unresolved, you may escalate further to the Nodal Grievance Redressal Officer. Request will be processed within 15 business days of your submission.
Name: Mr. Mohit Jain
Email: mohit@finfinity.co.in
Phone: 9930819090 (during business hours)
(Available Monday to Saturday, 10 AM to 6 PM)
2.4 Credit Report Related Grievances
For grievances specifically related to Credit Information Reports (CIBIL/TransUnion), customers may raise their complaint with the Company in the same manner as other grievances. If the grievance pertains directly to CIBIL or remains unresolved, customers may escalate it to TransUnion CIBIL. Customers can contact CIBIL directly through the following link: https://www.cibil.com/contact-us-faq.
2.5 Grievance Redressal – ICICI Bank (Lending Partner)
As part of our partnership with ICICI Bank for lending services, customers may also raise grievances directly with ICICI Bank if their concerns relate to the bank's services.
For grievances related to ICICI Bank, customers may contact the bank’s grievance redressal officer. The details are available on ICICI Bank’s official website at the following link:
ICICI Bank Grievance Redressal Officer details
We encourage customers to first approach us through the channels provided in this policy. However, if the grievance pertains specifically to ICICI Bank or remains unresolved, customers may directly reach out to the bank via the above link.
2.6 Grievance Redressal – Poonawalla Fincorp Limited (Lending Partner)
For grievances related to lending services offered through our partnership with Poonawalla Fincorp Limited (PFL), customers may contact PFL directly if the issue pertains specifically to their services.
PFL Grievance Redressal Officer:
• Arnab Das
• grievance@poonawallafincorp.com
• 020-67808090
Customer Care:
• customercare@poonawallafincorp.com
• 020-67808090
More details are available at:
🔗 PFL Grievance Redressal – Digital Partnership
We encourage customers to first reach out to us via the channels provided in this policy. However, if the concern specifically involves PFL or remains unresolved, you may contact them directly using the details above.
3. Consent Withdrawal
3.1 Withdrawal of Consent
You may request to withdraw your consent for Finfinity to use your personal information that was collected during services such as credit score checks, loan applications, or other financial services. Once consent is withdrawn, we will stop using your information and remove it from our systems without discretion, unless retention is required for legal or regulatory reasons.
3.2 Information We May Retain
While we respect your request for deletion, Finfinity may be legally required to retain certain information in specific situations, including:
Compliance with applicable laws and regulations.
Protection and enforcement of our legal rights.
Responding to regulatory authorities for investigations into fraud or unlawful activities.
Where your loan or credit application has already been submitted to a partnered financial institution. In such cases, the lending partner may continue processing your data until the loan or credit facility (including any interest and outstanding dues) has been fully repaid.
If a lending partner instructs Finfinity to retain your information for outsourced services such as debt collection, we may be required to store your data accordingly.
3.3 How to Withdraw Consent
To withdraw your consent, please send an email to connect@finfinity.co.in with the subject line: Consent Withdrawal Request.
Include the following information in your email:
Full Name (First and Last)
Registered Email Address
Registered Mobile Number
3.4 Confirmation of Request
You will receive an acknowledgement of your request immediately after submission.
Within 3 business day, we will locate your records and begin the deletion process.
Within 7 business days, you will receive a confirmation email with the date and time your information was deleted.
A permanent record of your withdrawal request will be stored for compliance purposes.
3.5 Escalation Process
Level 1
If you do not receive a confirmation within 7 business days of your submission, please escalate the matter by writing to grievance.redressal@finfinity.co.in with your request details.
Level 2
If the issue remains unresolved, you may escalate further to:
Name: Mr. Mohit Jain
Email: mohit@finfinity.co.in
Phone: 9930819090 (during business hours)
(Available Monday to Saturday, 10 AM to 6 PM)
Consent withdrawal request will be resolved within 15 business days of your submission.
4. Customer Feedback
The Company proactively seeks customer feedback to enhance service delivery. Regular feedback mechanisms are in place to identify improvement areas and elevate customer experience.
5. Regulatory Compliance
This policy shall always align with prevailing laws and regulations, including directives issued by the Reserve Bank of India (RBI) and other statutory authorities. In case of any legal or regulatory updates, necessary amendments shall be deemed incorporated into this mechanism.
6. Review of the Mechanism
This policy is subject to periodic review and updates by the Company.
It shall automatically be updated in line with any changes in applicable legal or regulatory provisions, thereby superseding previous versions.
Updated date: 11th September 2025
