Grievance Redressal Mechanism
Eight Finance Private Limited is a NBFC registered with RBI and is in the business of providing Credit Facilities to its eligible customers for Corporate purpose. https://kodo.in, herein referred to as “Kodo” is a property of and operated by Eight Finance Private Limited, for providing the aforementioned services to borrowing entities. As per RBI guidelines, NBFC’s inter alia are to maintain a suitable grievance redressal mechanism to handle the queries and complaints raised by its customers. The purpose of this document is to highlight the steps to be taken by customers of Eight Finance for raising their concerns. This policy is approved and regularly reviewed by the board of directors at Eight Finance and is subject to change based on directions as passed by the RBI.
General Principles to be followed
Eight Finance Private Limited by itself or through its properties such as Kodo will not discriminate on the basis of religion, orientation, gender, race, caste, or color between any and all individuals whatsoever. Individuals, both customers and non-customers of Kodo understand that certain solutions such as technological changes take time and require extensive testing for implementation. Eight Finance through Kodo and all its properties strives to create a robust and efficient customer service platform. Eight Finance aims to make customer delight a key component of its offerings.
Mode of Communication
All complaints are to be registered via electronic email. In future, more communication channels will be enabled at the discretion of the board of directors of Eight Finance.
Escalation Matrix for Grievance Redressal
Level 1 - Customers can send their queries over Email to firstname.lastname@example.org and expect a response within 2 business days of sending their query subject to any public holidays in the state of Maharashtra.
Level 2 - If the complaint/query is not resolved satisfactorily by the Support Team within 2 business days from submission of complaint, customer can escalate matters to - email@example.com
Level 3 - If the complaint/query is not resolved satisfactorily by the Head of Support within 7 business days from submission to Head of Support, customer can escalate matters to the Grievance Redressal Officer, Ms. Deepti Sanghi, CEO - Eight Finance Private Limited on firstname.lastname@example.org
Level 4 - Upon unsatisfactory resolution within one month from the date of submission of complaint or prior intimation of resolution date as fixed by Grievance Redressal Officer or any other support team at Eight Finance, customers can register their complaints with RBI (NBFC Ombudsman) at following address:
Department of Non-banking Supervision,
03rd Floor, Reserve Bank of India,
Opp. Mumbai Central Railway Station,
Near Maratha Mandir, Byculla,
Mumbai – 400 008
Telephone No: (022) 2300 1280
Email Id: email@example.com