Grievance Redressal Policy

1 Introduction

KKGIF SERVICES PRIVATE LIMITED is committed to providing transparent, fair, responsible and timely service support to customers, applicants, partners, associates and users. This Grievance Redressal Policy provides a clear process for registering, reviewing, resolving and escalating complaints or concerns related to our services.

This policy applies to loan assistance, financial service assistance, multi services, digital services, documentation support, online application assistance, payment/refund support, partner conduct, customer data handling and other service-related matters handled by KKGIF SERVICES PRIVATE LIMITED.

2 Purpose of this Policy

The purpose of this Grievance Redressal Policy is to:

• Provide a transparent process for raising complaints and service concerns.
• Ensure timely acknowledgement, review and response to grievances.
• Provide an escalation mechanism if the customer is not satisfied with the first response.
• Protect customers from wrong commitment, unauthorized collection, fraud or mis-selling.
• Address complaints related to privacy, data handling, documents, payments and refunds.
• Maintain service quality, accountability and customer trust.
• Record and review complaints for service improvement and compliance purposes.

3 Who Can Raise a Grievance?

The following persons may raise a grievance under this policy:

4 Types of Complaints Covered

This policy covers the following types of grievances:

5 Matters Not Fully Controlled by Company

Some matters may be outside the direct control of KKGIF SERVICES PRIVATE LIMITED because the final decision may depend on third parties. Such matters may include:

• Loan approval, rejection, sanction amount, interest rate, tenure or disbursement decision by bank/NBFC/lender.
• Delay, rejection or decision by government department, private portal, vendor or third-party service provider.
• Payment gateway delay, bank settlement delay, UPI/bank reversal delay or third-party payment failure.
• Credit bureau score, credit report, KYC failure, verification failure, technical/legal report or lender policy decision.
• Portal downtime, server issue, OTP failure, document mismatch or third-party policy change.

In such cases, we will try to assist and guide the customer, but the customer may also need to contact the concerned bank, NBFC, lender, department, portal, payment gateway or third-party service provider.

6 How to Raise a Complaint

A complaint may be raised through email, phone or written communication. To help us resolve the issue faster, the complaint should include complete details and supporting documents.

7 Details Required in Complaint

Customers or partners should provide the following details while raising a grievance:

• Full name of complainant.
• Registered mobile number and email ID.
• Service type: Loan Service / Financial Service / Multi Service / Partner Program / Data Privacy / Payment / Refund.
• Application number, lead ID, reference number, transaction ID, UTR number or receipt number, if available.
• Name of employee/partner/representative involved, if applicable.
• Date and time of incident or service request.
• Clear description of complaint or issue.
• Supporting documents, screenshots, payment proof, call/message proof or email communication, if any.
• Expected resolution or relief requested by the complainant.

8 Complaint Acknowledgement and Resolution Timeline

We will make reasonable efforts to acknowledge and resolve complaints within a fair and practical timeline, depending on the nature of complaint, availability of documents and involvement of third parties.

9 Grievance Redressal Officer

Complaints may be addressed to the Grievance Redressal Officer of KKGIF SERVICES PRIVATE LIMITED. The officer/team will review complaints, coordinate internally, seek clarification from concerned staff, partner or service team and provide appropriate response as per company records and applicable policy.

10 Escalation Matrix

If the complainant is not satisfied with the response or does not receive a response within the expected timeline, the complaint may be escalated as follows:

11 Customer Responsibility

To enable proper grievance resolution, the complainant must:

• Provide correct name, registered mobile number, email and service details.
• Submit genuine documents, screenshots, payment proof and communication records.
• Not submit false, misleading, incomplete or fabricated complaint details.
• Cooperate during verification and respond to clarification requests on time.
• Not share OTP, UPI PIN, ATM PIN, card CVV, net banking password or confidential credentials with anyone.
• Immediately report unauthorized payment demands, fake representatives or misuse of company name.

12 Partner-Related Complaints

If a complaint is related to DSA partner, connector, freelancer, work from home associate, referral partner, employee, representative or any person claiming to be associated with KKGIF SERVICES PRIVATE LIMITED, the complainant should provide complete details.

• Name and mobile number of the concerned partner/representative, if available.
• Screenshot, chat, call recording where legally available, payment proof or written communication.
• Details of any unauthorized fee demand, false approval promise or misleading commitment.
• Details of any personal account, UPI ID or QR code where payment was requested.
• Details of any document misuse, harassment, pressure or inappropriate behaviour.

If a partner is found involved in fraud, unauthorized collection, false commitment, data misuse or policy violation, the company may suspend, terminate, hold payout, blacklist or initiate legal action as appropriate.

13 Payment, Refund and Unauthorized Collection Complaints

For payment, refund or unauthorized collection complaints, the complainant must provide payment date, amount, transaction ID, UTR number, payment screenshot, receiver account/UPI details and reason for dispute.

• Payments should be made only through official company-approved payment method.
• Customers should not pay to personal accounts, fake links, unauthorized UPI IDs or unknown persons.
• Refund requests will be handled as per the company’s Refund Policy.
• Third-party fees, payment gateway charges, bank charges, lender charges or portal fees may be governed by the respective third-party policy.
• The company will not be responsible for payment made to fake representatives or unauthorized persons unless verified as company-approved collection.

14 Data Privacy Grievance

If a customer has any concern related to personal data, documents, consent, correction, misuse, deletion request, unauthorized sharing or privacy issue, the customer may raise a data privacy grievance.

• Request correction of incorrect personal details.
• Ask for clarification on use of submitted documents or information.
• Report suspected data misuse or unauthorized sharing.
• Withdraw consent for future communication where applicable.
• Request deletion of data, subject to legal, regulatory, audit, dispute, fraud prevention or service record requirements.

15 Fraud Alert and Safety Advisory

Customers, applicants and partners are advised to remain alert against fraud and unauthorized activities.

• Do not share OTP, UPI PIN, ATM PIN, net banking password, card CVV or confidential banking credentials.
• Do not believe guaranteed loan approval, assured return, instant sanction or fake approval letters.
• Do not pay money to personal accounts claiming to be company charges.
• Verify company email, phone number and payment details before sharing documents or making payment.
• Report suspicious calls, WhatsApp messages, fake links, fake documents or unauthorized collection immediately.

16 Record Keeping and Complaint Closure

The company may maintain complaint records, communication history, documents, payment proof, investigation notes and closure remarks for internal tracking, legal compliance, audit, fraud prevention and service improvement.

A complaint may be treated as closed if a response has been provided, required clarification is not received from the complainant, the issue is resolved, the matter is outside company control or the complainant is directed to the concerned third-party provider/authority where applicable.

17 False or Misleading Complaints

The company reserves the right to reject any complaint that appears false, misleading, abusive, malicious, repetitive, unsupported by evidence or filed with the intention to harass, defame or misuse the grievance process.

If any person submits fake documents, false allegations, edited screenshots, manipulated communication or fraudulent claims, the company may take appropriate action including service restriction, partner termination, payout hold or legal action.

18 Policy Updates

KKGIF SERVICES PRIVATE LIMITED may update, modify or revise this Grievance Redressal Policy from time to time. The updated policy will be effective from the date it is published on the website. Users are advised to review this page periodically for the latest grievance process.

19 Jurisdiction

Any dispute, claim or legal proceeding arising out of or related to this Grievance Redressal Policy, complaint handling, service request, payment, refund, data privacy, partner conduct or communication shall be subject to the jurisdiction of competent courts/authorities at Bhopal, Madhya Pradesh only.