Compliance & Legal
Grievance Redressal
Greshma Finvest Private Limited (herein referred as "LiquiCap" or "the Company") is registered with the Reserve Bank of India as Non-Banking Financial Company, Not Deposit taking, Credit and Investment Company ("NBFC-ND-ICC") and incorporated under the provision of the Companies Act, 2013. LiquiCap is engaged in providing loans across various sectors.
Overview
At Greshma Finvest Private Limited, it is our constant endeavour to provide our customers with the best possible experience. We are committed to meeting our customer expectations always and exceed them as often as we can. While we do everything to provide our customers with a frictionless service at every step of their journey with us, we understand that sometimes things do not go the way they are planned.
Policy Objective
Accordingly, this Policy on Grievance Redressal Mechanism has been adopted to effectively redress the grievances of the customers in a time bound manner as per the internally defined process. This Policy has been formulated and adopted as per the Master Direction – Reserve Bank of India (Non-Banking Financial Company – Scale Based Regulation) Directions, 2023, as amended from time to time. The intent of this Policy is to: Ensure that all customers are treated fairly; Implement a quick and efficient customer grievance redressal mechanism which resolves customer concerns/complaints in a hassle-free and time-bound manner; Increase transparency to enable the customers to have a better understanding and build customer confidence in the Company; All concerns raised by customers are dealt with promptly and with courtesy; Customers are made aware of their rights to opt for alternative remedies if they are not fully satisfied with our response or resolution to their complaint.
Level 1 — First Contact
If you are reaching out to us for the first time, you can email us at info@liquicap.in, or write to us at: Greshma Finvest Private Limited, 124, Viraj, 41-42, 4th Floor, S. V. Road, Khar (West), Mumbai, Maharashtra, India - 400052. 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. We will respond to your concern within 05 (Five) working days from the date of receiving your communication.
Level 2 — Escalation
If the Grievance is unresolved post the 05 (Five) working days timeline in Level – 1, it will automatically escalate to Level – 2. Additionally, if the Participant is not satisfied with the resolution provided by the representative or if the Participant does not get a response from the representative within the defined timeline, then the Participant can escalate their Grievance to Level – 2. The Participant must submit grievances or complaints formally via email to grievances@liquicap.in. Upon receipt, the Representative will then endeavor to resolve the grievance within 10 (Ten) Working days of acknowledging the Complaint; else, the Representative will inform the Participant regarding the delay in complaint resolution. In the event that the Company does not receive any further correspondence from the Participant within 7 (seven) working days after sending the response regarding the complaint or grievance to the Participant, it will be deemed that the complaint or grievance has been satisfactorily resolved to the Participant's contentment.
Level 3 — Grievance Redressal Officer (GRO)
If you do not receive a response within 15 working days from the date of receipt of your grievance as prescribed at Level 2 or if you are not satisfied with the response received, you may write to our Grievance Redressal Officer ('GRO'), at gro@liquicap.in or through a written complaint to be sent to: Ms. Shweta Jain, 124, Viraj, 41-42, 4th Floor, S. V. Road, Khar (West), Mumbai, Maharashtra, India - 400052. Please mention your Reference ID in your email, which is indicated in the subject line of the response in Level 2.
Level 4 — Reserve Bank of India
If you have not heard from us for a month or if you are not satisfied with the resolution provided by any of the above channels within 30 days from the date of complaint, you may file a complaint with the Customer Education and Protection Department of the Reserve Bank of India (RBI) for redressal. The contact details of the designated authority are as follows: The General Manager, CEPD, Reserve Bank of India, 1st Floor, Amar Building Sir P.M. Road, Mumbai-400001.
Policy Review
The Board of Directors shall provide for periodical review of the compliance and the functioning of the grievances redressal mechanism at various levels of management. A consolidated report of such reviews shall be submitted to the Board at regular intervals, as may be prescribed by it. The Company will review the policy at least once in a year or earlier, in the following scenarios: In case of any changes impacting the business operations of the Company, or Any changes in the regulatory framework applicable to the Company. Any modifications made to the Policy will be approved by the Board and communicated to all relevant stakeholders.