Avail

INTRODUCTION

This Policy document lays down a clear and transparent policy for Goddard Technical Solutions Private Limited (“Company”) while dealing with a person who has entered into an arrangement with the Company’s online platform i.e. to lend on it or to avail loan facilitation services provided by it (here-in-after referred as “Participant”).

This Policy aims at minimizing the instances of Participants’ complaints and grievances by providing proper service and having a comprehensive review mechanism to ensure prompt redressal of the same. This Policy gives the model code of conduct which the Company staff need to follow while dealing with Participant grievances. The Company will lay stress on improving its Participant service continuously in order to achieve high Participant satisfaction. The review mechanism will help the Company with valuable feedback regarding the shortcomings in the product features and service delivery.

GUIDING PRINCIPLES

Participants be treated fairly at all times.
Complaints raised by Participants are dealt with courtesy and on time.
Participants are fully informed of avenues to escalate their complaints/grievances within the organization and their rights to alternative remedy, if they are not fully satisfied with the response of the Company to their complaints.
The Company will treat all complaints efficiently and fairly.
The employees of the Company must work in good faith and without prejudice to the interests of the Participant.

MACHINERY TO HANDLE PARTICIPANT COMPLAINTS/ GRIEVANCES

Level I: Participants who wish to provide feedback or send in their complaint may use the channels at the bottom of this page. We assure a response to letters / emails received through this channels within 5 working days.
Level II: In case the complaint is not resolved within the given time or if he/she is not satisfied with the solution provided by the Company, the Participant can approach the Grievance Redressal Officer. The name and contact of the Complaint Redressal Officer is as follows:
Name: Venkatesh PS
Address: Avail Finance, Block C, Prestige RMZ Startech, 2, Hosur Rd, Koramangala Industrial Layout, Koramangala, Bengaluru, Karnataka 560095
Email: grievance@availfinance.in
Contact: +91-9922257100
(Available Monday to Friday from 10:00 am - 6:00 pm)
Level III: If the complaint/dispute is not redressed within a period of one month, the Participant may appeal to Customer Education and Protection Department of RBI.
Liquiloan Grievance redressal process
https://www.liquiloans.com/customer-grievances-redressal-mechanism

MANDATORY DISPLAY REQUIREMENTS

The Company would display following information on notice board at all branches and offices of the Company where business is transacted:

Display of the name, address and contact number of the Grievance Redressal Officer
If the complaint/dispute is not redressed within a period of one month, the Participant may appeal to Customer Education and Protection Department of RBI.

RESPONSIBILITY OF BOARD OF DIRECTORS

The Board of Directors should also provide for periodical review of the functioning of the grievances redressal mechanism at various levels of management.