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Grievances Redressal Policy


The Grievance Redressal Mechanism Policy is formulated by Refyne Finance Private Limited (“Company”) in pursuance of the guidelines issued by the Reserve Bank of India (RBI) on the Fair Practices Code for Non-Banking Financial Companies (NBFCs).


Efficient customer service is pivotal for our sustained business expansion. As an organization, we are dedicated to ensuring that our customers receive exceptional service across all interaction points. Customer complaints represent a crucial aspect of customer feedback, and this policy outlines our approach to handling complaints through a structured grievance redressal framework. The policy also includes a review mechanism aimed at minimizing the recurrence of similar issues in the future.

Our Grievance Redressal policy is founded on the following principles:


  1. Ensuring fair treatment of customers at all times.

  2. Addressing customer complaints with courtesy and promptness.

  3. Informing customers about available avenues to escalate complaints within the organization and their rights if dissatisfied with complaint resolution.

  4. Employees working in good faith and impartially towards customer interests.

Grievance Redressal Mechanism

We accord the highest priority to customer satisfaction and we are committed to providing our customers with the best possible experience. While every effort is made to prevent grievances, customers are encouraged to register their grievances, if any, in accordance with this Grievance Redressal Policy.

Response Timeframe

The turnaround time for responding to complaints is as follows:

  1. Fraud, legal matters, cases relating to business practices, lending decisions, credit management, recovery, and cases requiring document retrieval or concerning exceptionally old records: Two weeks.

  2. For complaints received from regulators, timelines mandated by the respective regulator will be strictly adhered to. If additional time is necessary, the Company will inform the customer/regulator about the need for extra time and provide expected timelines for issue resolution.

Escalation Matrix

To effectively understand and address customer grievances, the company has created the following escalation matrix:

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The Nodal Officer shall be responsible, among other things, for representing the Company, before the Ombudsman and the Appellate Authority as per the Scheme.

Complaint Resolution

Department heads are jointly and severally responsible for resolving issues raised by their teams and ensuring the closure of customer complaints.

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