Grievance Redressal Policy

1. Introduction

Sajan International Private Limited (hereinafter referred as “the Company” or “SIPL”) a Non-Banking Financial Company (‘NBFC’) holding a valid Certificate of Registration (“CoR”) with Reserve Bank of India (‘RBI’) vide registration no.B-14.02036 dated 06-11-2015 under current RBI classification as NBFC - Investment and Credit Company (NBFC-ICC) – Non-Deposit taking Systemically Important (‘ICC-ND-SI’).

This Grievance Redressal Policy (“Policy”) is formulated in accordance with the:

• Reserve Bank of India (Non-Banking Financial Companies – Credit Facilities) Directions, 2025.
• Reserve Bank of India (Non-Banking Financial Companies – Responsible Business Conduct) Directions, 2025
• The Information Technology Act, 2000, and other applicable laws.
• Other applicable acts, regulations and rules which requires the publishing of a privacy policy for handling of or dealing in personal Information including sensitive personal data or Information and all applicable laws, regulations, directions, guidelines provided by applicable regulatory authorities, including but not limited to the Reserve Bank of India (“RBI”).

This Policy sets out the framework for receiving, addressing, and resolving customer grievances in a fair, transparent, and time-bound manner.

2. Basis

Customer service is extremely important for sustained business growth and as an organization we strive to ensure that our customers receive exemplary service across different touch points. Customer complaints constitute an important voice of customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future.

3. Basic Principles

The Grievance Redressal Policy follows the following principles:

• Customers are treated fairly at all times.
• Complaints raised by customers are dealt with courtesy and in a timely manner.
• Customers are informed of avenues to escalate their complaints within the organization, and their rights if they are not satisfied with the resolution of their complaints.
• The employees work in good faith and without prejudice, towards the interests of the customers.

4. Grievance Redressal Mechanism

a. Grievance Redressal Officer

Customers are requested to address all their grievances at the first instance to the Grievance Redressal Officer. The contact details of the Grievance Redressal Officer are as provided below.

The Grievance Redressal Officer may be reached on the number provided above anytime between 10:00 am and 6:00 pm on weekdays except public holidays or through the e-mail address above. The Grievance Redressal Officer shall endeavor to resolve the grievance within a period of fifteen days from the date of receipt of a grievance.

b. Nodal Officer

If the customer does not receive a response from the Grievance Redressal Officer within 15 days of making a representation, or if the customer is not satisfied with the response received from the Grievance Redressal Officer, the customer may reach the Nodal Officer on the number below anytime between 10:00am and 6:00 pm on weekdays except public holidays or write to the Nodal Officer at the e-mail address below. The contact details of our Nodal Officer are provided below:

c. Complaints to Ombudsman

In case the customer does not receive a response from the Grievance Redressal Officer or the Nodal Officer within one month from the date of making a representation to the Company, or if the customer is not satisfied with the response so received, a complaint may be made in accordance with the 'The Reserve Bank - Integrated Ombudsman Scheme, 2021' ("Ombudsman Scheme") to the Ombudsman in whose jurisdiction the office of the Company complained against, is located.

To Know more about the Ombudsman Scheme, click the link below:
The Reserve Bank - Integrated Ombudsman Scheme, 2021 (PDF)

5. Review and monitoring

Periodic review of monitoring of complaints, TATs, nature of complaints is done to ensure that process loopholes if any are plugged and trends are checked. In case the IO upholds the decision of the Company to reject/partly reject the complaint, the reply to the customer should explicitly state the fact that the complaint has been examined by the Internal Ombudsman and, for the reasons stated in the reply, the decision of the Company has been upheld.

In case the Internal Ombudsman overrules the decision of the Company to reject/partly reject the complaint, the Company can disagree with the decision of the Internal Ombudsman with the approval of the Executive Director/Managing Director/Chief Executive Officer as may be applicable. In such cases, the reply to the complainant shall explicitly state the fact that the complaint was examined by the Internal Ombudsman and the decision of the Company was overruled by the Internal Ombudsman in favour of the complainant; however, the Company, with the approval of the Managing Director/Chief Executive Officer, has disagreed with the decision of the Internal Ombudsman. All such cases shall be subsequently reviewed on a quarterly basis by the Board of the Company.