1. Purpose
This policy provides a clear process for users to report:
- Problems with the Eassy Finexa website or its Contact/Enquiry forms
- Concerns about how a Contact Lead or Enquiry was handled
- Privacy-related complaints (see Privacy Policy)
- Security concerns
- Technical issues (e.g., a broken form, a failed file upload)
- Alleged violations of our Terms of Service
- Alleged intellectual property violations
- Other concerns relating to Eassy Finexa
We aim to review and address legitimate complaints fairly, consistently, and within a reasonable timeframe.
This policy does not cover complaints about a bank, NBFC, insurer, or professional's own decision (for example, a loan rejection or an insurance claim outcome) — those must be raised directly with the relevant institution through its own grievance mechanism. Eassy Finexa can assist in understanding who to contact, but cannot override a third party's independent decision. See Financial Disclaimer.
2. Who Can Submit a Grievance?
A grievance may be submitted by any visitor to the Eassy Finexa website, anyone who has submitted a Contact Lead or Enquiry, or an authorized representative acting on behalf of another person or organization. If submitting on behalf of someone else, you may be asked to demonstrate that you are authorized to do so.
3. What Is a Grievance?
A grievance is a complaint or concern regarding Eassy Finexa, its website, its personnel, its policies, or its handling of user information. Examples include:
Service Handling
- Your Contact Lead or Enquiry was not responded to within a reasonable time
- Incorrect or incomplete information was provided to you about a service
- Concerns about how a Dashboard staff member communicated with you
Privacy
- Concerns regarding personal information you submitted
- Requests concerning your personal data (see Privacy Policy, Section 6)
- Alleged unauthorized use or disclosure of information
Security
- Suspected security vulnerability in the website
- Suspicious activity claiming to represent Eassy Finexa (see Financial Disclaimer, Section 14)
Technical Problems
- The Contact or Enquiry form not working
- A file upload failing unexpectedly
- Other technical difficulties on the website
4. How to Submit a Grievance
Submit a grievance through our designated support channel:
Email: info@eassyfinexa.com [TBD — confirm whether a dedicated grievance@eassyfinexa.com address will be created.]
Phone: +91 75429 79529
When submitting a grievance, please provide enough information for us to understand and investigate the issue, including where applicable:
- Your full name
- Email address or phone number used in your original Contact Lead or Enquiry
- Description of the problem
- Date and approximate time of the incident
- Relevant screenshots or supporting documents
- Any previous reference number
- The resolution you are seeking
Please do not send passwords, OTPs, card numbers, or other unnecessary sensitive information.
5. Acknowledgment of Grievance
After receiving a grievance, Eassy Finexa will provide an acknowledgment confirming receipt, including (where appropriate) a reference number, the date of receipt, and expected next steps. The time required to acknowledge and resolve a grievance depends on its complexity.
6. Review and Investigation
We may review relevant records and communications, examine technical logs, review submitted evidence, and contact relevant internal staff. We will handle grievances objectively and fairly.
7. Additional Information
If additional information is required, we may contact you using the details provided with your complaint. We will not request information unnecessary for resolving the complaint.
8. Resolution
Depending on the grievance, Eassy Finexa may resolve the issue, provide an explanation, correct inaccurate information, provide technical assistance, take corrective action internally, or explain why a requested action cannot be taken (for example, because the decision belongs to a third-party lender or insurer — see Section 1).
9. Expected Resolution Time
We aim to resolve grievances as efficiently as reasonably possible. Simple complaints may be resolved quickly; complex matters involving security, privacy, or third-party coordination may take longer. Target acknowledgment and resolution timelines: [TBD — confirm specific timeframes, e.g., "acknowledged within 2 business days, resolved within 15 business days," particularly if required by applicable Indian regulatory guidance for facilitation businesses]. Nothing in this policy limits statutory deadlines or rights under applicable law.
10. Privacy and Confidentiality
Grievance information is handled in accordance with our Privacy Policy. It may be accessed by staff who need it to investigate, manage, or resolve the complaint, or disclosed where reasonably necessary to investigate the grievance, prevent fraud, address a security incident, or comply with a legal obligation.
11. Security Vulnerabilities
If your grievance relates to a potential security vulnerability, report it responsibly. Do not attempt to access another person's data, disrupt Eassy Finexa's infrastructure, or exploit a vulnerability beyond what is reasonably necessary to demonstrate the issue. Provide enough information for us to understand and reproduce the issue safely.
Contact: info@eassyfinexa.com [TBD — confirm whether a dedicated security@eassyfinexa.com address will be created.]
12. Intellectual Property Complaints
If you believe content on the Eassy Finexa website infringes your intellectual property rights, provide your name and contact information, identification of the protected work, identification of the allegedly infringing material, and an explanation of the alleged infringement. We may request additional information before taking action.
13. Abuse and Safety Reports
We encourage reports of serious abuse, threats, harassment, or fraud connected to the Eassy Finexa website or anyone falsely claiming to represent it. We may investigate, take security measures, preserve relevant information, or refer matters to appropriate authorities where legally required. We cannot guarantee a particular outcome for every report.
14. False or Malicious Complaints
Users must not knowingly submit false, misleading, or malicious complaints. This does not restrict a user's legitimate right to raise a genuine complaint.
15. Escalation
If you are not satisfied with the initial response, you may request escalation by referencing your original grievance number, explaining why you disagree with the outcome, and providing any additional relevant information.
16. Regulatory or External Complaints
Nothing in this policy prevents you from contacting a relevant regulatory authority or consumer-protection body where you have a legal right to do so. For complaints about a specific lender, insurer, or professional's own decision, contact that institution's grievance mechanism directly, or the applicable financial-sector ombudsman/regulator [TBD — legal counsel to confirm the applicable regulator reference to include, e.g., RBI Integrated Ombudsman Scheme, where relevant to a named lending partner].
17. No Retaliation
Eassy Finexa does not retaliate against users who submit legitimate complaints in good faith.
18. Changes to This Policy
Eassy Finexa may update this Grievance Redressal Policy to reflect changes to our services, applicable law, or internal procedures. The updated policy will include a revised Last Updated date.
19. Contact Information
Eassy Finexa Solutions (OPC) Private Limited
Grievance Officer / Contact: [TBD — name and designation, if a named Grievance Officer is required or desired]
Email: info@eassyfinexa.com
Phone: +91 75429 79529
Registered Office: KHUSHAR CHOWK, NEAR HP PETROL PUMP, KUSHAR KHANPATI, MAHUA, VAISHALI, BIHAR 844122
This contact information must always match Contact exactly.
20. Important Notice
This policy has been adapted for Eassy Finexa's actual business but is a general framework. Where applicable Indian regulatory guidance for loan/insurance facilitation businesses requires a specific grievance officer designation, response timeline, or escalation path, this policy should be updated accordingly with qualified legal input before publication.
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