Grievance redressal policy

Wesoftek Solutions Private Limited, operating Paisanow.com, is committed to fair, transparent and timely handling of complaints concerning its DSA and facilitation services. This Policy provides accessible channels, defined escalation levels and safeguards against retaliation.

1. Scope

A grievance may concern Platform access, unauthorised communication, staff or representative conduct, mis-selling allegations, application assistance, document handling, privacy, consent withdrawal, inaccurate information, service delay, fraud concerns or accessibility.

Credit approval, loan pricing, disbursal, repayment, foreclosure, recovery and bureau reporting are generally controlled by the relevant Lending Partner; we will route or assist with such complaints where appropriate.

2. Principles

• Complaints are handled courteously, impartially, confidentially and without discrimination.
• No fee is charged for lodging a grievance.
• Records are maintained for audit, trend analysis and regulatory compliance.
• Personal data is used only as necessary to investigate and resolve the complaint.
• A complainant will not be disadvantaged for raising a good-faith grievance.

3. Information to provide

• Full name and registered mobile number or email.
• Application, lead, loan or complaint reference number, if available.
• Name of the Lending Partner and product.
• A clear description, relevant dates and the relief requested.
• Supporting documents, screenshots or communication details, with sensitive credentials redacted.

4. Level 1 – Customer support

We aim to acknowledge a grievance within 2 business days and provide a substantive response or status update within 7 business days. Complex matters or those requiring a Lending Partner’s input may take longer; we will communicate the reason and expected timeline.

5. Level 2 – Grievance Officer

If the Level 1 response is unsatisfactory, or no response is received within the stated period, write to the Grievance Officer with the prior complaint reference and the subject “Escalation – Grievance”. The Grievance Officer will review the record independently and endeavour to issue a reasoned resolution within 15 business days of receiving complete information.

6. Privacy grievances

For access, correction, erasure, consent withdrawal, data-sharing or security concerns, write to privacy@paisanow.com. Privacy complaints may also be escalated to the Grievance Officer. Identity verification may be required before disclosing or changing personal data.

7. Lending Partner escalation

Where a complaint relates to a Lending Partner’s regulated activity, we may forward it to that partner or provide its grievance contact. You should follow the grievance mechanism stated in the Key Fact Statement, sanction letter, loan agreement or partner website. If unresolved, you may approach the regulator-designated ombudsman or complaint portal applicable to that Lending Partner, subject to eligibility and prescribed timelines.

8. Urgent fraud and cyber incidents

For suspected unauthorised transactions or identity misuse, immediately contact the relevant bank or NBFC, block affected accounts or instruments, preserve evidence and use the official cybercrime reporting channels. Also notify us so that Platform access or records can be secured. A grievance email is not a substitute for emergency reporting.

9. Closure and review

A grievance is treated as closed when it is resolved to your satisfaction, a reasoned final response is issued, you accept the resolution, or no further information is supplied after reasonable reminders. Closure does not restrict statutory remedies. Management will periodically review complaint trends, root causes and corrective action.

10. Policy review

This Policy will be reviewed periodically and updated for changes in law, regulatory expectations, products or operations.