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GRIEVANCE 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:

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 30 days. If additional time is needed, the customer will be informed with appropriate reasoning.

2.3 Nodal Officer Contact Information


Nodal Grievance Redressal Officer: Mr. Mohit Jain
Address: 305, Wellington Business Park 2, Marol, Andheri Kurla Road, Mumbai - 400059
Email: grievance.redressal@finfinity.co.in
Phone: 9930819090
(Available Monday to Saturday, 10 AM to 6 PM)


3. 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.


4. 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.


5. 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: 18th March 2025

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