PREFACE:

LionLender Finance Private Limited [“LionLender’’ or “Company”], is a Non-Deposit taking Non- Banking Financial Company (NBFC) Investment and Credit Company (ICC) falling in the ‘Base Layer’ category as per Master Direction – Reserve Bank of India (Non-Banking Financial Company–Scale Based Regulation) Directions, 2023. The Company is engaged in the business of providing and facilitating loans and advances to the customers. Such credit facilities are extended to different types and categories of customers including Individuals, Partnership Firms, Companies and other Legal entities.

Excellence in customer service is the most important tool for sustainable business growth. The Company understands the value of customer services and therefore takes every possible initiative to provide the best customer experience. The Company has adopted this Grievance Redressal Policy (“the Policy”) in line with the requirements of the Reserve Bank of India (RBI) vide. SBR Directions, as updated from time to time and has been duly approved by the Board. This policy on Grievance Redressal has been formulated as a mechanism to enable the customers to lodge their complaints/ grievances in relation to their dealings with the Company. This policy details complaint handling through a structured grievance redressal framework including a review mechanism to minimize such issues in future.

It is essential that 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 providers (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.

This policy will be applicable to all customers of the Company and all the matters brought to the notice of the Company through recognized modes of correspondence. However, this will not include the matters which are sub-judice.

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 grievances escalated to him / her and for ensuring prompt and efficient functioning of grievances redressal mechanism.

GRIEVANCE REDRESSAL MECHANISM:

The company has implemented necessary procedures for an effective grievance redressal mechanism. The Board of Directors periodically reviews the functioning of the grievance redressal mechanism with a consolidated report of customer grievances presented to the Board on an annual basis.

In order to effectively understand and address customer grievances, the Company shall open multiple channels of communication. These modes will be adequately displayed on the notice board of the branch and on the Company’s website.

The Company has the following structure in order to ensure fair and quick redressal of customer complaints within the prescribed timeframes. Submitting grievances through the below mentioned support channels will ensure that they are routed to the appropriate customer support team in the Company and processed expeditiously.

The structure of grievance redressal constitutes of following three levels:

Level 1: Registration of Complaints/Grievances

Customer can register their complaints/grievance through the following means

a.       Branch - Customers with a grievance can visit the branch office and provide a written complaint;

b.       Email: Customers can send their grievance through email at : info@lionlender.in

c.       Website: https://lionlender.in/ 

d.       Toll Free/Contact No.: 7090307307

e.       Letters:     Customer can write to: Customer Service, LionLender Finance Private Limited, Plot No. 223, Shop No. 04,05,06, First Floor, Umiya Leela Apartment, Near Lakadganj Garden, Chapru Nagar, Lakadganj, Nagpur- 440008 Maharashtra.

Note 1: For proper resolution, Customer is requested to mention the Loan Account number while filing the complaint.

Note 2: Anonymous complaints will not be addressed.

In all the above-mentioned means for registering the complaints, an acknowledgement number will be provided to the customer through which they can track the status of the complaint and follow-up for escalating the same, if required.

The Company’s support team will acknowledge the grievance within 24 (twenty-four) hours, promptly assign it to the concerned department based on the nature and category of the grievance and attempt to resolve the grievance within 10 (ten) working days maximum except Credit Bureau related complaints which will be resolved within 15 (Fifteen) working day maximum.

Certain grievances may require coordination and action by other third parties and factors not in the control of the Company.

Level 2: Escalation to Grievance Redressal Officer (GRO)

In case, the customer does not get a satisfying response or does not receive any response within 10 working or 15 working days as the case maybe, of registering the complaint/grievance, they can directly escalate the matter through an email to the below mentioned Grievance Redressal Officer:

Mr. Anant Gajendra Khunger

LionLender Finance Private Limited ,

Plot No. 223, Shop No. 04,05,06,

First Floor, Umiya Leela Apartment,

Near Lakadganj Garden,

Chapru Nagar, Lakadganj,

Nagpur- 440008 ( Maharashtra )

Phone No: 7767925087

Email id: grievance.lionlenderfinance@lionlender.in

The Grievance Redressal Officer of the Company who will examine the matter and redress complaints as soon as possible, however not later than 6 (Six) working days from the date of registering the complaint/grievance.

Level 3: Escalation to the Nodal Officer

Customer not satisfied or the grievance could not be resolved from the GRO, then the matter shall be dealt with Nodal Officer accordingly customer can directly escalate the matter through an email to the below mentioned Nodal Officer:

Mr. Nitin John Bosco John

LionLender Finance Private Limited ,

Plot No. 223, Shop No. 04,05,06,

First Floor, Umiya Leela Apartment,

Near Lakadganj Garden,

Chapru Nagar, Lakadganj,

Nagpur- 440008 ( Maharashtra )

Phone No: 8600015495

Email id: nodalofficer@lionlender.in

The Nodal Officer of the Company who will examine the matter and redress complaints as soon as possible, however not later than 15 (Fifteen) working days from the date of registering the complaint/grievance.

In case a grievance / complaint is not resolved within a period of 30 Days, the customer may further appeal to:

Level 4: Escalation to Reserve Bank of India (RBI)

Department of Supervision,

The Reserve Bank of India, Mumbai Regional Office,

3rd Floor, RBI Building, Opposite Mumbai Central Railway Station,

Byculla, Mumbai – 400008

Telephone No.: 022 2308 4121

Fax No.: 022 2302 2011

Email: dnbsmro@rbi.org.in

DISPLAY OF INFORMATION:

Company will display the following information prominently, for the benefit of its clients, at its registered/ corporate:

● The name and contact details (i.e., telephone number, address, and e-mail address) of the Grievance Redressal Officer/ Nodal Officer

● Contact details of above-mentioned RBI office, under whose jurisdiction the head office of Company falls.

EMPLOYEE TRAINING AND AWARENESS:

On an ongoing basis, the Company will conduct training programs for staff on best practices for customer service with a focus on minimizing grievances. Included in this training will be a review of past customer complaints, resolutions to those complaints, and an open discussion on how to best prevent such complaints in the future.

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.

If a customer is not satisfied with the resolution provided by the Company in the specified period above, the customer can escalate the issue to:

Grievance Redressal Officer

Mr. Anant Gajendra Khunger

LionLender Finance Private Limited ,

Plot No. 223, Shop No. 04,05,06,

First Floor, Umiya Leela Apartment,

Near Lakadganj Garden,

Chapru Nagar, Lakadganj,

Nagpur- 440008 ( Maharashtra )

Phone No: 7767925087

Email id: grievance.lionlenderfinance@lionlender.in

Nodal Officer

Mr. Nitin John Bosco John

LionLender Finance Private Limited ,

Plot No. 223, Shop No. 04,05,06,

First Floor, Umiya Leela Apartment,

Near Lakadganj Garden,

Chapru Nagar, Lakadganj,

Nagpur- 440008 ( Maharashtra )

Phone No: 8600015495

Email id: nodalofficer@lionlender.in

In case a grievance / complaint is not resolved within a period of 30 Days, the customer may further appeal to:

Department of Supervision,

The Reserve Bank of India, Mumbai Regional Office,

3rd Floor, RBI Building, Opposite Mumbai Central Railway Station, Byculla, Mumbai – 400008.

Telephone No.: 022 2308 4121

Fax No.: 022 2302 2011

Email: dnbsmro@rbi.org.in