Redressal Policy

Objective, Purpose and Scope

Objective

The objective of this Grievance Redressal Policy (hereinafter “Policy”) is to set out the complaint handling principles and procedures at Finfutech Solutions Pvt. Ltd.

Purpose

The purpose of this policy is to stipulate the basic principles of complaint handling management and process in the company, identify complaint sources and reduce related risks.

Scope

The policy is applicable to all the entities held by Finfutech Solutions Pvt. Ltd.

1. Roles and responsibilities

This clause describes roles and responsibilities related to complaint handling management at the company level:

1.1 Company Board of Directors

The BoD in particular:

a) approves the implementation of this policy, lays down the appropriate grievance redressal mechanism within the organisation and ensures that all disputes arising out of the decisions of the company’s functionaries are heard and disposed of at least at the next higher level. Such policy shall be regularly reviewed by the BoD, at least annually,

b) provide for periodical review of the compliance of the Fair Practices Code and the functioning of the grievance redressal mechanism at various levels of management. A consolidated report of such reviews shall be submitted to the Board at regular intervals,

c) nominate the head (person in charge) of the Customer Care Department as Grievance Redressal Officer,

e) assigns the Grievance Redressal function to the Customer Support Department.

1.2 Customer Support Department

The Customer Support Department, in particular:

a) is responsible for the day-to-day operation of the grievance redressal process,

b) handles (receives, registers, investigates, communicates and reports) individual complaints,

c) reports, without undue delay, high-risk complaints with significant impact on the company to the Chief Operating Officer, Compliance Department and BoD.

1.3 Grievance Redressal Officer

The Grievance Redressal Officer, head of the Customer Support Department

a) is responsible for the day-to-day operation of the Customer Support Department,

b) manages the escalated complaints received from the complainants,

2. Complaint Handling Principles

a) Any complaint raised by the customer to be dealt with in a courteous way and resolved within the specified turnaround time

b) Customers are to be provided with accurate information with regard to contract points and modes of how to contact the company if they are not satisfied with any product, service, or resolution.

c) All customers are treated fairly at all times.

d) Analyse and implement the relevant feedback received from the customers.

e) To comply with the stipulated regulatory guidelines.

4. Process of Grievance Redressal

The customer shall have the option to lodge a complaint on the Jump App or by email at help@jumpp.finance or any other dedicated email assigned for this purpose only by Finfutech Services Pvt. Ltd.

Alternately, customers can call us at the Customer Support dedicated helpline assigned by Finfutech Services Pvt. Ltd. (9 a.m. to 6 p.m. on weekdays) or write to our registered address at

Customer Support Department

Finfutech Services Pvt. Ltd.,

FINVASIA Centre, D-179, Phase 8b, SAS Industrial Area, Mohali 160055

The customer support department should be committed to resolving the issues within 8 (eight) working days from the receipt of the complaint. On receipt of a complaint via letter or mail, the company shall send a reply to the sender within 2 (two) working days acknowledging his/her complaint with a unique complaint reference number.

In relation to all complaints received through regulators, the customer support team shall record all such complaints in a complaint register. After receiving and recording such complaints, the customer support representative shall call/contact the client and also find out the facts of the complaint to resolve them on an urgent basis.

Customers shall ensure that they quote their registered email ID/ registered contact no./ application no./ sanction no. / loan account no./complaint reference no. in every correspondence with the company regarding their complaint. Anonymous complaints will not be addressed in terms of this policy.

Escalation Matrix: If the customer doesn’t receive the resolution for their issue within 8 (eight) working days, or if the customer is not satisfied with the resolution provided by the customer support team, they may escalate the matter through the website, email, or letter mentioning the service request number. On receipt of the complaint at the escalated level, the customer shall receive an acknowledgement email within 2 (two) working days, and upon successful closure of the complaint, a closure email shall be sent to the customer from help@jumpp.finance or any other dedicated email assigned for this purpose only by Finfutech Services Pvt Ltd. Below is information on the escalation matrix.

Kapil Sachdev

Principal Grievance Redressal Officer (PGRO)

Finfutech SolutionsPvt. Ltd.,

FINVASIA Centre, D-179, Phase 8b, SAS Industrial Area, Mohali 160055

Email: kapil.sachdev@finvasia.in or any other dedicated email assigned for this purpose only by Finfutech SolutionsPvt. Ltd.

The Grievance Redressal Officer shall endeavour to resolve the grievance within a period of 5 (five) working days from the date of receipt of the grievance.

5. Policy Revision

This policy is subject to revision based on the guidelines issued from time to time. A periodic review of the policy and the functioning of the grievance redressal mechanism at various levels of management would be undertaken by the company. The Board shall have the power to effect any changes, amendments or modifications, if any, in the policy at periodic intervals.

6. Display Requirement

Finfutech SolutionsPvt. Ltd. will ensure

a) It has an adequate system for receiving complaints and suggestions.

b) Contact details for theCustomer Support Department & Principal Grievance Redressal Officer (PGRO)are displayed wherever business is transacted and on the website.

c) Display of the Grievance Redressal Policy on its app, website, and platforms of partner apps/websites if any, in KFS provided to the borrower.

This Privacy Policy is subject to change and may be updated or revised from time to time, without any prior notification to the User, at the sole discretion of Finfutech Solutions Private Limited. It is the responsibility of the User to periodically review and revisit the Privacy Policy to determine whether there have been any revisions or updates. The last updated date of the Policy has been mentioned above for the reference of the User.