Consent Withdrawal V 1.2

Last Updated on March 2025

1. Introduction

• 1.1 Purpose: This Customer Complaint Standard Operating Procedure (SOP) will describe how complaints received are to be handled.
• 1.2 Scope: The SOP applies to all complaints received regarding products and/or services provided by Wishfin.
• 1.3 Responsibilities:
  • Receipt of Grievance: All grievances received through various channels are recorded and acknowledged.
  • Escalation: Grievance Officer (GRO) is responsible to escalate the complaint to the respective department to seek resolution.
  • Investigation: GRO with the help of other departments will perform the necessary investigation regarding the complaint received.
  • Resolution: GRO is responsible to provide appropriate resolution based on the severity of the complaint (Complaint Severity).
    High - Immediately
    Medium – In 24 Hours
    Low – 2 to 3 days
    In cases, wherein the complaint is not getting resolved, GRO is responsible to ask the concerned party to
    involve on which behalf Wishfin is providing services.
  • Evaluation: GRO is responsible for reviewing and ensuring that complaints are appropriately handled, investigated, and appropriate measures are taken in respect of the defective products and to prevent recurrences.
  • Records: Grievance Officer is responsible for maintaining a Complaint Register
• 1.4 Customer Handling Channels: :

  On Website: Customer can raise complaints by visiting the website and write us at [email protected] & [email protected] .

  Social Media: Customers can also complain through Wishfin Social Media platforms.

2. Procedure

• 2.1 Complaints may be received from internal or external source as written feedbacks. Written complaints may be received in the form of e-mails, social media messages, Regardless of the means of communication, all complaints will be recorded using the Complaint Register.
• 2.2 Complaints will be lodged against the service or products - appropriate measures should be taken as necessary and all complaints must be reported to the Product department to avoid further complaints in future.
• 2.3 Upon notification of a complaint, GRO will document the complaint on a Complaint Register with the following information:

If there is insufficient data, additional information from the originating source should be requested.

• 2.4 Customer will receive a confirmation in written from GRO for the progress, resolution of the complaint.

3. Metrics Evaluated by Management -

• 3.1 Resolution Time - The average time taken to resolve customer grievances from the time of receipt.
• 3.2 Deviation from Policy - Instances where the resolution deviates from the standard company policy and reasons for such deviations.
• 3.3 Customer Service Feedback/Ratings - Feedback collected from customers about their experience during the grievance handling process.
• 3.4 Customer Satisfaction Score (CSAT) - A metric to measure overall customer satisfaction with the resolution provided.
• 3.5 Complaint Trends - Analyzing trends in grievance types and frequency to identify recurring issues to reduce them.

Escalation Metrics

Note: We will send our final response or explain why we need more time to respond and shall endeavor to do so within the above-mentioned TAT of receipt of Query/Complaint.

In case the consumer has a concern with the Credit Information Report, he/she may reach out to TransUnion CIBIL (https://www.cibil.com/contact-us-faq).