Introduction

For a service-oriented organization, excellence in customer service is a critical driver of sustained business growth. It is the quality of service delivery and customer-centric processes that differentiate a company in a competitive market. While products may be easily replicated, service standards and processes are not.

In the lending ecosystem—particularly for Banks, Financial Institutions, and Non-Banking Financial Companies (NBFCs)—customer complaints form an integral part of operations, given the strong emphasis on customer service and satisfaction. The Company firmly believes that prompt, transparent, and efficient service is essential not only to attract new customers but also to retain existing ones.

With this objective, the Company has established a comprehensive Grievance Redressal Mechanism designed to address customer concerns in a fair, timely, and effective manner. The Grievance Redressal Policy has been formulated based on the following guiding principles:

• Customers are treated fairly and without discrimination at all times;
• Customer complaints are handled courteously and acknowledged promptly;
• All complaints are resolved efficiently, fairly, and within defined timelines;
• Employees act in good faith and without prejudice to the interests of customers.

To ensure the effectiveness of the grievance redressal process, the Company has implemented a structured mechanism that enables fair resolution within the framework of applicable rules, regulations, and internal policies. Every customer has the right to lodge a complaint if they are dissatisfied with the services provided by the Company or any agency associated with it.

Customers may submit their complaints in writing, over the telephone, or through email. If a complaint is not resolved within the prescribed timeframe, or if the customer is not satisfied with the resolution provided, the customer may pursue further escalation or seek remedy through other legally available avenues for grievance redressal.

Customer-Friendly Services

At B P Securities (India) Private Limited (BPS), customer service and satisfaction are our top priorities. In a competitive market, excellence in service is essential for sustained business growth. While customer complaints are a normal part of business, BPS strives to address them efficiently through a structured grievance redressal mechanism.

1. Customers will be treated with fairness, respect, and courtesy at all times.
2. All dealings with customers will be transparent, ethical, and in line with Company policies.
3. Sales Executives, using flow charts and illustrative examples, will explain the Company’s philosophy, loan process, diminishing interest rates, loan credit shield charges, and other key details.
4. Processing fees are not collected in cash or by cheque; they are deducted upfront from the loan disbursed amount.
5. Loan application forms shall be provided free of cost to all customers.
6. Customers are not required to pay any commission to staff or any third party for availing loans.
7. The Company will provide a transparent and easy-to-understand welcome letter containing:
   • Interest rates
   • Processing fees
   • Insurance premiums
   • Credit shield details
   • Repayment schedule
   • All other applicable loan terms and conditions
8. The Company will not engage in coercive or aggressive practices during collections.
9. Receipts will be provided for all cash payments made by the customer.
10. In cases of unforeseen or exceptional circumstances leading to repayment difficulties, the Company will adopt a compassionate approach towards the customer.
11. Customers can approach the Manager in challenging circumstances, and the Company will endeavor to provide support based on the genuineness of the case.
12. Customer information will be treated as private and confidential, respecting their privacy at all times.

To make our grievance redressal mechanism meaningful and effective, BPS has established a structured system to ensure that complaints are resolved fairly, justly, and in accordance with the Company’s rules, regulations, and policies.

Grievance Redressal Framework

Customers who wish to provide feedback or lodge a complaint can use the following channels provided by the Company:

• Submit a complaint in writing addressed to the concerned Manager, including a brief description of the complaint and the complete contact details (address and phone number) of the complainant.
• Email the complaint to the Company at: info@bpsecuritiesindia.com or grievance@https://instantfunds.in/.

If the customer is not satisfied with the resolution provided, they may escalate their feedback or complaint using the following channels, available from 9:00 AM to 5:00 PM, Monday to Friday (except on national holidays):

• Email: info@bpsecuritiesindia.com / grievance@https://instantfunds.in/
• Call: +91 9205053697
• Write to:
  Customer Care
  B P Securities (India) Private Limited
  C-2, 3rd Floor, Sector 2, Noida,
  Gautam Buddha Nagar, Noida,
  Uttar Pradesh, India, 201301

Escalation

The Company shall respond to all complaints within 7 days. If the customer is not satisfied with the response or has not received a response within this period, the customer may escalate the complaint to the Grievance Redressal Officer (GRO) or the Nodal Officer (NO) via their respective email addresses.

The Company assures a response to letters and emails received through these channels. If the complaint or dispute is not resolved within one month, the customer may appeal to the Officer-in-Charge of the Regional Office of the Reserve Bank of India (RBI).

Mandatory Display Requirements

• Proper arrangements in the office to receive complaints and suggestions from customers.
• Display of the name, address, and contact number of the Complaint Redressal Officer.

The complaints redressal unit ensures closure of all complaints to the customers’ satisfaction. Complaints that cannot be resolved at a particular level shall be escalated to the appropriate higher authority. The ultimate goal is to resolve complaints efficiently without requiring escalation to senior management.

The Company also reviews complaints to identify root causes, understand reasons for escalation, and implement measures to prevent recurrence, ensuring continuous improvement in customer service and grievance management.

Time Frame for Complaint Resolution

Customers may register complaints using any of the channels mentioned above. If a complaint is received in writing, BPS will endeavor to send an acknowledgement or initial response promptly.

Once the complaint is examined, BPS will either:

• Send a final response to the customer, or
• Provide an intimation requesting additional time for resolution, not exceeding one month from the date of receipt of the complaint.

All complaints will be reviewed carefully and analyzed from all relevant perspectives to ensure a fair and thorough resolution. The Company will communicate its stand on each issue to the customer in a timely manner. Complaints that require additional time for examination will be acknowledged promptly.

This policy will be reviewed periodically and revised as necessary to incorporate any new procedures or grievance channels introduced by BPS for handling customer complaints and grievances.

Review of Grievance Redressal Mechanism

• The concerned Manager shall report to the Business Head at Head Office regarding actions taken on complaints and grievances on a quarterly basis.
• All closed and pending grievances will be consolidated in a summary report and submitted to the Board by the Business Head once every quarter for compliance review.
• If there are no complaints to report, a NIL report shall be submitted to the Board. At a minimum, the total number of complaints received, disposed of, and pending, along with reasons for pending complaints, shall be presented to the Board once per quarter for information or further instructions.
• Internal auditors are required to report any non-compliance by the branches in their regular audit reports.

Review of Policy

The Board of Directors approves this policy and holds overall responsibility for the operational functions of B P Securities (India) Private Limited (BPS). The Board is also responsible for reviewing and amending this policy in a timely manner to align with the Company’s operations and any changes or new regulations issued by the Reserve Bank of India (RBI) concerning the lending business.