Grievance Redressal Policy

Aarya Loans Solution Pvt. Ltd. (“Aarya Loans”, “we”, “us”, or “our”) is committed to providing transparent, fair and responsive assistance to customers using our loan facilitation and financial product services.

As a Direct Selling Agent (DSA), authorised channel partner and loan/financial product facilitator for various banks, NBFCs and financial institutions, we assist customers in submitting and processing enquiries/applications with the relevant lending partners.

This Grievance Redressal Policy explains how customers can raise complaints or concerns regarding our services.

1. Scope of Grievances

Customers may contact us regarding matters including:

• Loan enquiry or application assistance
• Communication received from our representatives
• Delay in responding to an enquiry
• Incorrect information provided by our representative
• Issues relating to documents submitted to Aarya Loans
• Unauthorised or suspicious communication claiming to represent Aarya Loans
• Privacy or personal-data concerns
• Marketing communications
• Website-related concerns
• Service-related complaints
• Any other issue relating directly to the services provided by Aarya Loans

2. Complaints Relating to Banks/NBFCs

Aarya Loans acts as a DSA/authorised channel partner and does not make the final lending decision.

Complaints relating specifically to matters such as:

• Loan approval or rejection
• Final sanctioned loan amount
• Interest rate determined by the lender
• Processing fees or other lender charges
• Loan agreement
• EMI calculation
• Disbursement
• Loan account
• Repayment
• Foreclosure/prepayment
• Credit bureau reporting
• Lender-specific service

may need to be raised directly with the concerned bank, NBFC or financial institution.

Aarya Loans may assist in forwarding or coordinating such complaints with the relevant lending partner wherever appropriate.

3. How to Raise a Complaint

Customers can submit a grievance through:

Customers are requested to provide sufficient details, including:

• Full name
• Registered mobile number
• Email address
• Application/reference number, if available
• Name of the concerned bank/NBFC, if applicable
• Date of the transaction or communication
• Details of the complaint
• Supporting documents/screenshots, if applicable

Providing complete information will help us investigate and respond more efficiently.

4. Grievance Redressal Process

Upon receiving a complaint, Aarya Loans will:

1. Acknowledge the complaint where appropriate.
2. Review the information and documents provided.
3. Investigate the matter internally, where applicable.
4. Coordinate with the relevant employee, representative, bank, NBFC or service provider, if required.
5. Provide a response or resolution within a reasonable period, subject to the nature and complexity of the complaint.

Certain complaints may require additional information or confirmation from the concerned bank/NBFC or another third party.

5. Escalation

If the customer is not satisfied with the response or does not receive a satisfactory resolution, the matter may be escalated to:

The customer should mention the earlier complaint/reference number, if available, when escalating the matter.

6. Lender-Level Escalation

Where a complaint concerns the services or decisions of a particular bank/NBFC, customers may also approach the concerned lender through its official grievance redressal mechanism.

The relevant lender's grievance officer/contact details may be available on the lender's official website and loan documentation.

Where applicable, customers may also have rights to approach the relevant statutory/regulatory authority or ombudsman mechanism available for the concerned regulated entity, subject to applicable eligibility and procedures.

7. Fraud and Unauthorised Activities

If a customer receives a suspicious call, message, email or payment request from a person claiming to represent Aarya Loans, the customer should immediately contact us through our official contact details.

Customers should never share:

• OTP
• UPI PIN
• ATM PIN
• Internet banking password
• Card PIN
• Other confidential banking credentials

with any person claiming to process a loan.

Any suspected fraud should also be reported promptly to the appropriate bank, financial institution or law-enforcement/ cybercrime authority, as applicable.

8. Privacy-Related Complaints

For complaints concerning the collection, use, sharing or handling of personal information, customers may contact our designated privacy/grievance contact:

Privacy-related complaints will be handled in accordance with our Privacy Policy and applicable law.

9. No Retaliation

Aarya Loans will not intentionally restrict or discontinue legitimate customer assistance merely because a customer has raised a genuine complaint or grievance.

10. Customer Cooperation

Customers are requested to provide accurate information and relevant documents while raising a complaint.

A complaint may take longer to resolve where required information, documents or clarification are not provided.

11. Policy Updates

Aarya Loans Solution Pvt. Ltd. may update this Grievance Redressal Policy from time to time to reflect changes in our business practices, services or applicable legal/regulatory requirements.

The latest version will be published on our website.

12. Contact Details