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Grievance Redressal Policy

Policy Name: Grievance Redressal Policy
Review: Annually
Owner / Contact: Compliance Department
Approver: Board of Directors

1. Background

This policy establishes the framework for addressing customer complaints and grievances efficiently and fairly, in accordance with RBI guidelines.

2. Objectives of the Policy

• Ensure fair treatment of all customers.
• Resolve complaints promptly, especially for senior citizens and vulnerable individuals.
• Inform customers of their rights and escalation methods.
• Protect customer interests while upholding ICPL’s reputation.

3. Scope

Applicable to all ICPL employees, branches and customers. Covers complaints about services, staff behavior, and data privacy.

4. Core Commitments

• Compliance with laws and regulations.
• Honest and transparent communication.
• Clear product explanation and informed customer choice.
• Prompt error correction and complaint handling.

5. Complaint Filing Channels

• Letter: ISHIKA CAPITAL PRIVATE LIMITED, Karol Bagh, Delhi
• Email: info.ishikacapital@gmail.com
• Phone: +91-8595170453

6. Grievance Redressal Timeframe

• General: 30–45 working days
• Fraud/legal/CIBIL: 30 working days
• EMI-related: 30–45 working days

7. Escalation Process

• Level 1: Initial grievance submission
• Level 2: Grievance Redressal Officer – Satdal Bagchi
• Level 3: Compliance Officer – ishikacapital@gmail.com
• Level 4: RBI, 6 Sansad Marg, New Delhi

8. Resolution of Specific Grievances

Behavioral grievances handled with zero tolerance. Transaction-related grievances are resolved by branch or escalated to HO.

9. Reporting

Complaints are reviewed monthly and reported to the MD and Board quarterly.

10. Policy Review

Reviewed annually by the Board and monthly by departmental team leads for improvements.