Grievance Redressal

Our Grievance redressal policy is in terms of the RBI Master Directions. It has been framed to resolve customer grievances in a timely and efficient manner, while treating our customers fairly and courteously. In circumstances where, owing to various human, network or system errors, some issues arise that require a more focused and customized redressal, You may refer to the following redressal mechanism in the sequential order.

Grievance Redressal Officer:

Mr Rickey Dalbehera

Email id: grievance@hindustanloans.com

Mobile No: 9962872013 (10:00 am to 6:00 pm)

Registered Address:

MIRO Labs Pvt Ltd1569/4214, 1567/4213, LANE 3, JAGANNATH NAGAR BHUBANESWAR Khordha OR 751025 IN

Grievances may be filed in respect of our services by sending an email to grievance@hindustanloans.com or writing to our registered address as above.

Please use below format for raising a complaint/grievance

FROM

Name of the Customer :

Contact No :

Email id :

TO

Grievance Redressal Officer

MIRO Labs Pvt Ltd (Hindustan Loans)

1569/4214, 1567/4213, LANE 3, JAGANNATH NAGAR

BHUBANESWAR Khordha OR 751025 IN

Date of event :

Customer/Transaction ID (Hindustan Loans id):

Mobile No registered with Hindustan Loans id :

Details of the Grievance / Complaint : __________________

_________________________________________________________

Customer Signature

Date:

Grievance Redressal Process

We have formulated a grievance process and an escalation matrix to ensure that your concerns are routed and addressed appropriately. You are requested to read and understand the below escalation matrix to ensure a timely redressal of Your concern.

We recommend you to go through our contact us to address your issues, In the event that support is not able to address your concerns you can follow the escalation matrix as outlined below.

We have appointed a Grievance Redressal Officer, who may be approached by Customers for lodging complaints/grievances.

How will we address a Grievance?

1. When the customer Grievance is received, we will endeavor to send an acknowledgement/a response within 48 working hours of receiving the Grievance.

2. After examining the matter, we will send our final response or explain why we need more time to respond and shall endeavor to do so within 30 working days of receipt of Grievance.

Feedback from Customers

The Company will also solicit voluntary feedback from customers on an ongoing basis in an effort to improve its customer service and experience quality.

1. After examining the matter, we will send our final response or explain why we need more time to respond and shall endeavor to do so within 30 working days of receipt of Grievance.

General

Notwithstanding anything contained in this Mechanism, the Company shall ensure compliance with any additional requirements as may be prescribed under any laws/regulations either existing or arising out of any amendment to such laws/regulations or otherwise and applicable to the Company from time to time.

Date: 16th July 2024

Version: 1.01.a