GRIEVANCE & COMPLAINTS

A Grievance Redressal Policy for a credit report outlines a systematic procedure for addressing customer complaints and concerns related to credit services.

Grievance Registration: Customers can register complaints through call, email & chat or a written complaint via post. A unique reference number is created in the system.
Timeline:
- Acknowledge within 2-3 days.
- Investigate and resolve within 5-10 working days.
Handling Procedure:
- Review grievance and investigate.
- Provide resolutions (e.g., correction, modification, or apology).
Escalation Matrix:

Escalation Level	Composition	TAT
Initial Complaint	Customer support desk	Within 24 Hours complaint raised to credit team for the resolution
1st Leve	Team lead (Credit team)	2 working days. All queries escalated after 2PM on each working day would be reverted in maximum 2 working days from subsequent day
2nd Level	Manager (Credit team)	2 working days from escalation from 1st level. All queries escalated after 2PM on each working day would be reverted in maximum 2 working days from subsequent day
3rd Level	M1xchange Compliance Manager /Officer *	2 working days from escalation from 2nd level. All queries escalated after 2PM on each working day would be reverted in maximum 2 working days from subsequent day
4th Level	COO	3 working days from escalation from 3rd level. All queries escalated after 2PM on each working day would be reverted in maximum 2 working days from subsequent day

5. Documentation & Reporting: Keep records of grievances, investigations, and resolutions. Regularly generate reports to identify trends.

6.Customer Feedback: Gather feedback after resolution for continuous improvement.

7. Compliance: Ensure compliance with regulations and transparency regarding customer rights.

8. Review & Improvement: Regularly update the policy based on feedback and regulatory changes.

Escalation Level	Composition	TAT
5th Level	Arbitration	All those matters which are not resolved up till 4th level to the satisfaction of stakeholders would be presented and escalated to 5th level
4th Level	COO	3 working days from escalation from 3rd level. All queries escalated after 2PM on each working day would be reverted in maximum 2 working days from subsequent day
3rd Level	M1xchange Compliance Manager / Head*	2 working days from escalation from 2nd level. All queries escalated after 2PM on each working day would be reverted in maximum 2 working days from subsequent day
2nd Level	M1xchange Anchor BD Manager	2 working days from escalation from 1st level. All queries escalated after 2PM on each working day would be reverted in maximum 2 working days from subsequent day
1st Level	Customer support desk	2 working days. All queries escalated after 2PM on each working day would be reverted in maximum 2 working days from subsequent day
Self Help	MIS for Buyer / supplier and Financier