Grievance Redressal Mechanism V2.0

Last Updated on April 13th, 2026

1. Introduction

• 1.1 Purpose: This Customer Complaint Standard Operating Procedure (SOP) will describe how complaints received are to be handled.
• 1.2 Scope: The SOP applies to all complaints received regarding products and/or services provided by Wishfin.
• 1.3 Responsibilities:
  • Receipt of Grievance: All grievances received through various channels are recorded and acknowledged.
  • Escalation: Grievance Officer (GRO) is responsible to escalate the complaint to the respective department to seek resolution.
  • Investigation: GRO with the help of other departments will perform the necessary investigation regarding the complaint received.
  • Resolution: GRO is responsible to provide appropriate resolution based on the severity of the complaint (Complaint Severity).
    High - Immediately
    Medium – In 24 Hours
    Low – 2 to 3 days
    In cases, wherein the complaint is not getting resolved, GRO is responsible to ask the concerned party to
    involve on which behalf Wishfin is providing services.
  • Evaluation: GRO is responsible for reviewing and ensuring that complaints are appropriately handled, investigated, and appropriate measures are taken in respect of the defective products and to prevent recurrences.
  • Records: Grievance Officer is responsible for maintaining a Complaint Register
• A summary of actions will also be created and stored in Customer Complaint Register for internal records.
• 1.4 Customer Handling Channels: :

  On Website: Customer can raise complaints by visiting the website and write us at grievance@wishfin.com & contactus@wishfin.com.

  Social Media: Customers can also complain through Wishfin Social Media platforms.

2. Procedure

• 2.1 Complaints may be received from internal or external source as written feedbacks. Written complaints may be received in the form of e-mails, social media messages, Regardless of the means of communication, all complaints will be recorded using the Complaint Register.
• 2.2 Complaints will be lodged against the service or products - appropriate measures should be taken as necessary and all complaints must be reported to the Product department to avoid further complaints in future.
• 2.3 Upon notification of a complaint, GRO will document the complaint on a Complaint Register with the following information:

If there is insufficient data, additional information from the originating source should be requested.

3. Grievance Redressal Process -

• 3.1 All grievances shall be acknowledged within 48 (forty-eight) hours of receipt. The Company shall endeavour to resolve all complaints within a maximum period of 30 (thirty) days from the date of receipt, in accordance with applicable regulatory requirements.
• 3.2 In cases where the grievance requires additional time for resolution, the customer shall be informed of the status and expected timelines. Upon resolution, the customer shall be duly notified via registered email or other appropriate communication channels.
• 3.3 If the grievance remains unresolved within the stipulated timeline, the customer shall have the right to escalate the complaint to the appropriate regulatory authority as per applicable laws.

4. Metrics Evaluated by Management -

• 4.1 Resolution Time - The average time taken to resolve customer grievances from the time of receipt.
• 4.2 Deviation from Policy - Instances where the resolution deviates from the standard company policy and reasons for such deviations.
• 4.3 Customer Service Feedback/Ratings - Feedback collected from customers about their experience during the grievance handling process.
• 4.4 Customer Satisfaction Score (CSAT) - A metric to measure overall customer satisfaction with the resolution provided.
• 4.5 Complaint Trends - Analyzing trends in grievance types and frequency to identify recurring issues to reduce them.

Escalation Metrics

Note: We will send our final response or explain why we need more time to respond and shall endeavor to do so within the above-mentioned TAT of receipt of Query/Complaint.

In case the consumer has a concern with the Credit Information Report, he/she may reach out to TransUnion CIBIL (https://www.cibil.com/contact-us-faq).