Grievance Redressal
Adhikosh Financial Advisory Private Limited
Grievance Redressal Policy
Customer service is extremely important for sustained business growth and as an
organization Adhikosh Financial Advisory Private Limited (“Company”) strives to ensure that
our customers receive exemplary service across dierent touch points.
Purpose
Customer complaints constitute an important voice of customer, and this policy details
complaint handling through a structured grievance redressal framework. Complaint redressal
is supported by a review mechanism, to minimize the recurrence of similar issues in future.
The Grievance Redressal policy follows the following principles:
Internal Machinery to handle Customer complaints
The Company has invested in the best in class CRM system to ensure timely resolution of the
grievances. The system captures the complaints; follows TATs based on the nature of the
query and escalates issues on the basis of predefined TATs and as per the escalation matrix.
Once captured in the CRM system, the customer care will be responsible for resolution of
complaint/grievance to the customer’s satisfaction within a period of fourteen (14) working
days. Every attempt will be made to oer the customer suitable and appropriate alternate
solutions wherever possible. However, if the customer continues to remain dissatisfied with
the resolution, (s)he can escalate the issue through the grievance redressal mechanism as
referred below.
Time frame
Suitable timelines of fourteen (14) working days have been set for every complaint depending
upon the investigations which would be involved in resolving the same. Complaints are
1. Customers are treated fairly;
2. Complaints raised by customers are dealt with courtesy and in a timely manner;
3. Customers are informed of avenues to escalate their complaints within the organization,
and their rights if they are not satisfied with the resolution of their complaints;
4. The employees work in good faith and without prejudice, towards the interests of the
customers.
suitably acknowledged on receipt and the customers are informed of delays if any, in the
resolution.
Review and monitoring
Periodic review of monitoring of complaints, TATs, nature of complaints will be done to
ensure that process loopholes, if any, are plugged and trends are checked.
Touch Points
Customer complaints constitute an important voice of customer, and this policy details
complaint handling through a structured grievance redressal framework. Complaint redressal
is supported by a review mechanism, to minimize the recurrence of similar issues in future.
The customer can raise their concerns pertaining to the Kosh Mobile Application(hereinafter
referred as “Platform”) or to the lender who provides loan to the customer through the
Platform in the following matters:
GRIEVANCE REDRESSAL MECHANISM OF THE PLATFORM
Customer can raise their concerns pertaining to the Platform, EMI schedule, Facility Type,
Processing Fee and / or any other charges or any other concern related to the product to
authorised representatives of the Company as below.
Grievance Redressal Ocer
Customers are requested to address all their grievances at the first instance to the Grievance
Redressal Ocer. The contact details of the Grievance Redressal Ocer are:
Anindeeta Chakraborty
Address: Adhikosh Financial Advisory Private Limited
114, Sector 44, Gurugram
Hariyana 122003
Contact: +919667712308
Email: anindeeta@getkosh.com
The Grievance Redressal Ocer may be reached on the number provided above anytime
between 10:00 to 19:00 from Monday to Saturday except public holidays or through the e -
mail address above. The Grievance Redressal Ocer shall endeavour to resolve the grievance
within a period of(14) fourteen days from the date of receipt of a grievance.
