Last Updated: 01-07-2025
Version: 1.2
Applicable To: All customers, Independent Business Operators (IBOs), Employees and Partners interacting with Prefinn FinServ Pvt. Ltd.
This Grievance Redressal Policy outlines Prefinn’s commitment to ensure prompt and fair resolution of Customers, IBO Partner and relevant employee’s grievances. We aim to uphold transparency, responsiveness, and accountability in all our service interactions with relevant stakeholders.
This policy covers all grievances related to :
• Housing Loan, Loan Against Property and MSME Loan
• Loan Application Sourcing and Processing
• Partner (IBO) Onboarding or Commission disputes
• Customer Support and Service Experience
• Customer Privacy or Data Concerns
• Employees and other Associates Escalations
To highlight any issues or register any complaints, we request Customers, IBO Partners to follow below mentioned Escalation Matrix:
Level 1 – Customer Support
Customers/Partners can first approach our support team to register any complaints or report any issues to get response in 36 Hrs or Closure in 7 working Days on call or email id provided.
Level 2 – Team Leader, Support Team
If the complaint is not resolved at Level 1 or responded, relevant stakeholders may escalate to the Team of support team on email to get response within 48 Hrs or 15 working days.
Level 3 – Grievance Officer
If the Customer or relevant stakeholders is not satisfied with response or resolution provided by Level-2, they may escalate further to Prefinn Grievance officer Mrs Gunja Durg for Resolution on her email Grievance@prefinn.com to get response within 84 Hrs.
| S. No. | Level | Response Time | TAT | Name and Designation | Contact Details |
|---|---|---|---|---|---|
| 1 | 1st | 36Hrs | 7 Working Days | The initial Complaints to be resolved by Customer Support Team. Monday-Saturday - 10 AM-7PM | Add: 204,MVL I Park, Sector-15, Part-2, Gurugram, Haryana-122001, India Email: support@prefinn.com; WhatsApp/Phone: +91-9266684244 Contact Form: www.prefinn.com/contact |
| 2 | 2nd | 48 Hrs | 15 Working Days | Mrs Sonal Gupta Team Leader- Support Team | Add: 204,MVL I Park, Sector-15, Part-2, Gurugram, Haryana-122001, India Email: CCTeamLead@prefinn.com; Contact Form: www.prefinn.com/contact |
| 3 | 3rd | 84 Hrs | 30 Working Days | Mrs Gunja Durg Grievance Officer | Add: 204,MVL I Park, Sector-15, Part-2, Gurugram, Haryana-122001, India Email: Grievance@prefinn.com; |
• A unique reference number will be assigned to each grievance for tracking purposes
• Status updates will be shared via SMS/Email until resolution.
If a customer is not satisfied with the final response, they may approach:
• Banking Ombudsman (if applicable)
• Consumer Forum / Legal Authorities as per jurisdiction
All complaints will be treated confidentially. Customer or partner data will not be shared without consent, unless required by law.
This policy is reviewed periodically to ensure effectiveness and compliance with regulatory changes and digital lending guidelines.
Website: www.prefinn.com
Email: info@prefinn.com; Support@prefinn.com