PREFACE

Naman Commodities Private Limited (hereinafter referred to as "the Company") a Non-Banking Financial Company ("NBFC") holding a valid Certificate of Registration ("CoR") with Reserve Bank of India ("RBI") vide registration no. B-05.03944 dated 2612-2000 under current RBI Classification as NBFC-lnvestment and Credit Company- Non- Deposit.

It is essential that the grievances of the customers are given due consideration and quick action is taken to resolve the same. To provide efficient and enhanced services to the customers and resolution of their grievances, the company has adopted this Grievance Redressal Policy providing for an effective Grievance Redressal Mechanism.

OBJECTIVE

The company is committed to ensure transparency and fair dealings. The company and all its employees as well as service provider (where applicable) are bound by the Commitments provided as under:

• Offering efficient channels to route the queries
• Complaints raised by customers shall be dealt with courtesy and resolved in a timely manner.
• Customers shall be informed of avenues to escalate their complaints within the organization, and their rights in cases when their complaints are not resolved in a timely manner or when they are not satisfied with the resolution of their complaints.

GRIEVANCE REDRESSAL OFFICER:

The Board of Directors of the Company have appointed a Grievance Redressal Officer (GRO), Who shall be responsible for overall functioning of the Grievance Redressal Mechanism of the Company. The Grievance Redressal officer shall also be responsible to address grievance escalated to him/her and for ensuring prompt and efficient functioning of grievances redressal mechanism.

GRIEVANCE REDRESSAL MECHANISM:

Any customer having a grievance/Complaint/Feedback with respect to the product and service offered by our company write to the Companvs customer service Department in the following manner:

1. FILING A COMPLAINT
   1. Branch- Customer with a grievance can visit the branch office and provide a written Complaint.
   2. Email: Customers can send their grievance through email at grievance@cashpey.com
   3. Letters: Customer can write to: Customer Service, customerservice@cashpey.com
   • For proper resolution, Customer is requested to mention the loan application number or loan account number while filing the Complaint.
   • Anonymous complaints will not be addressed.
2. RESOLUTION PROCESS:
   • On receipt of the Complaint, the Company shall, within a reasonable time, send an acknowledgement of the same to the Complainant. All the Complaints received shall be recorded.
   • The customer service officer shall ensure that all complaints are resolved in a timely and effective manner, and the status of resolution/closure of complaints in records is updated.
   • The customer service officer shall monitor the complaints status to ensure that the complaints are resolved within 30 days of receipt of complaints.
   • If in any case, the company needs additional time, the company will inform the customer, the reason for the delay in resolution Within the timelines specified above and provide expected timelines for resolution of the Complaint.

ESCALATION MATRIX:

ESCALATION MATRIX (LEVEL WISE):

LEVEL 1 ESCALATION Customer care is responsible for resolution of complaint/grievance to the customer's satisfaction within the period of 15 working days. Every attempt will be made to offer suitable and appropriate alternate solutions wherever possible. However, if the customer continues to remain dissatisfied with the resolution, (s)he can escalate the issue through the grievance redressal mechanism.

Email us at	customercare@cashpey.com
Call us at	9266351505
Write us at (Address)	B-51, 2nd Floor, West, Pocket A, New Krishna Park, Vikaspuri, New Delhi, Delhi, 110018

LEVEL 2 ESCALATION: If the complaint/grievance addressed to the Customer Service is not taken up or resolved within 15 days or the customer is not satisfied with response received from the Customer Service, may approach the Grievance Redressal Officer / Principal Nodal Officer:

	Grievance Redressal Officer	Principle Nodal Offcer
Name & Contact Details (with Address)	Ms. Mamta Dangri, 9266351505 B-51, 2nd Floor, West, pocket A, New Krishna Park, Vikaspuri, New Delhi, Delhi, 110018	Mr. Abidi Yusha Yusuf, 9810281110 B-51, 3rd Floor, West, pocket A, New Krishna Park, Vikaspuri, New Delhi, Delhi, 110018
Email us at	grievance@cashpey.com	pno@ncplnbfc.com

LEVEL 3 ESCALATION /if the complaint/grievance/dispute is not redressed within period of one month after the date of representation or complaint to the Company; or if the customer is not satisfied with the résponse received from Grievance/Nodal Officer, the borrower /customer may approach to the Ombudsman of RBI (not later than one year after the reply received from the Company)

Address (RBI Office)	2nd Floor, 6, Sansad Marg, New Delhi - 110001
Email ID	crpc@rbi.org.in
Contact No.'s	14448 (Toll Free no.)

Customer can lodge a complaint on RBI CMS portal - https://cms.rbi.org.in Or send complaint form to the above-mentioned address.

Details of RBI Ombudsman available on https://rbi.org.in/Scripts/AboutUsDisplav.aspx?pg=BankingOmbudsmen.htm

DISPLAY OF INFORMATION:

The company shall, at all places from where it conducts business prominently display the details of the Grievance Redressal Mechanism as well as the details of the regional office of the Reserve Bank of India under whose jurisdiction the company is registered.

OMBUDSMAN SCHEME:

The Company has adopted the Reserve Bank-integrated Ombudsman Scheme, 2021 as notified by RBI on November 12, 2021.
If the customer does not receive any reply from our Company within one month of date of complaint or is not satisfied with the response provided by our company, he/she can file a complaint with the ombudsman under the Reserve Bank- Integrated Ombudsman Scheme, 2021 ("the scheme"), not later than one year from date of receipt of response.
Naman commodities Private Limited has appointed Principal Nodal Officer, who shall be responsible for representing Naman commodities Private Limited and furnishing information to the Ombudsman in respect of Complaints filed against our company. Naman Commodities Private Limited shall prominently display the Scheme, Salient features of the Scheme and details of the Principal Nodal officer appointed by the company and the ombudsman to whom complaints are to be made by the customer at all branches from where it conducts business and on the website of the Company. TM

MONITORING AND REVIEW:

The Grievance Redressal Officer shall ensure effective monitoring of the complaints and their resolution and undertake necessary amendments to the Grievance Redressal Mechanism to make the process more efficient. The company shall ensure periodic review of the Grievance Redressal Mechanism to ensure efficient and effective functioning of the same.

REVIEW OF GRIEVANCE REDRESSAL POLICY:

This Grievance Redressal Policy of the Company will be reviewed by the Board on recommendation of Grievance Redressal Officer on an annual basis for necessary changes required for enhancing the transparency and ethical standing of the organization and to consider and adopt relevant regulatory amendments.