1. Introduction
FINOVATEX TECHNOLOGIES PRIVATE LIMITED ("FINOVATEX" or the "Company") is a company incorporated in accordance with the provisions of the Companies Act, 2013. The registered office of the Company is situated at Unit No-508, Tower-b, Bhutani Alphathum, Sec-90, Nepz Post Office, Gautam Buddha Nagar, Noida, Uttar Pradesh, India, 201305.
The Company operates in the financial technology sector by providing digital platforms and technology-enabled services, including customer onboarding support, application assistance, lead support, loan origination workflow support and related operational services for lending partners and authorized service providers. Through its digital platforms, including Blink Credit, the Company supports user access to loan-related information and digital application processes.
2. Objective and Regulatory Background
As the Company operates an information technology platform that enables interactions between customers and service providers, it may be treated as a marketplace e-commerce entity under the Consumer Protection (E-Commerce) Rules, 2020, framed under the Consumer Protection Act, 2019, where applicable.
The applicable framework requires an effective grievance redressal mechanism, appointment of a Grievance Officer and disclosure of relevant contact details on the platform. Customer grievances should be acknowledged within forty-eight (48) hours and resolved within one (1) month from the date of receipt, subject to the nature of the complaint and applicable legal requirements.
This policy has been formulated to provide customers with a structured, transparent and responsive mechanism for raising complaints, tracking concerns and receiving appropriate resolution.
3. Turnaround Time (TAT)
Each grievance received by the Company shall be addressed within a defined turnaround time based on the nature and complexity of the complaint. The expected resolution timeframe may range from one (1) business day to seven (7) business days.
Customers shall be informed of the status and final outcome of their grievance through email, telephone or the same communication channel used to submit the complaint, as appropriate.
4. Escalation Process
Level 1 - Customer Support Team
All complaints and service requests received through the Company's official communication channels shall initially be handled by the Customer Support Team in accordance with internal procedures.
Customers may submit complaints by email at services@finovatexlending.com. The complaint should include the customer's full name, registered contact details, application or transaction reference where available, a description of the concern and relevant supporting information.
If a grievance is not resolved within the prescribed turnaround time, the matter shall be escalated internally to the Customer Service Manager through official communication. Customers may also request a callback through email or other available support channels. Such requests shall be acknowledged and responded to within a minimum of one (1) hour and a maximum of twenty-four (24) hours. Where coordination with internal teams is required, the customer shall be informed of the revised timeline, which shall not exceed two (2) business days.
Level 2 - Grievance Redressal Officer
Customers who are not satisfied with the resolution provided at Level 1 may escalate their grievance to the Grievance Redressal Officer at the following contact details:
Name: Bal Krishan
Company: FINOVATEX TECHNOLOGIES PRIVATE LIMITED
Address: Unit No-508, Tower-b, Bhutani Alphathum, Sec-90, Nepz Post Office, Gautam Buddha Nagar, Noida, Uttar Pradesh, India, 201305
Email: services@finovatexlending.com
Contact Number: +91 88512 97677
The Grievance Redressal Officer shall examine the grievance and ensure appropriate resolution in accordance with applicable laws, internal policies and service procedures.
5. Disclosure
Information relating to this grievance redressal mechanism, including escalation levels and Grievance Officer contact details, shall be displayed on the Company's website and may be made available through other appropriate communication channels.
6. Policy Review
This policy shall be reviewed periodically, or earlier if required, to reflect changes in applicable laws, regulatory requirements, customer-service processes or internal operational procedures.
For and on behalf of FINOVATEX TECHNOLOGIES PRIVATE LIMITED.