1. Objecive

Tiffany Finance Private Limited has established an Internal Grievance Redressal (IGR) mechanism to ensure that customer complaints and concerns are addressed in a fair, transparent, and timely manner. The framework is designed to provide a structured approach for handling grievances while ensuring accountability at every level.

The objectives of this mechanism are:

• (a) To provide customers with simple and accessible channels for lodging complaints
• (b) To ensure prompt and equitable resolution of grievances
• (c) To define a clear escalation process for unresolved issues
• (d) To enhance customer satisfaction and ensure compliance with regulatory requirements, including those prescribed by the Reserve Bank of India (RBI)

2. Modes of Lodging Complaints

Customers may raise their grievances through any of the following channels:

• Email: info@tiffanyfinance.com
• Phone: 1800 890 6544
• In-Person: At the Company’s Registered Office – 1st Floor, Tiffany Tower, Near Sham Ki Sabji Mandi, Near Pani Ki Tanki, Bhilwara (Raj) 311001
• Website: https://www.tiffanyfinance.com

These details shall be displayed at all business locations for ease of access.

3.Acknowledgement and Resolution Timelines

All complaints received will be acknowledged and resolved within the following timelines:

• General complaints and Service – related complaints:Within 10-15 working days
• Escalated complaints:Within next 15 working days

In case of any delay, the customer shall be informed of the reasons and expected resolution time.

4. Escalation Matrix

If the complaint is not resolved to the satisfaction of the customer, the following escalation mechanism may be followed:

Level 1:

Grievance Officer
Tiffany Finance Private Limited
Email: info@tiffanyfinance.com
TAT: 10–15 working days

Level 2:

Senior Management / Director
Tiffany Finance Private Limited
Email: compliance@tiffanyfinance.com
TAT: Next 15 working days

Level 3:

If the complaint remains unresolved or the customer is not satisfied, they may approach the
Reserve Bank of India (RBI) Ombudsman
under the Integrated Ombudsman Scheme via:

• CMS Portal: https://cms.rbi.org.in
• As per timelines prescribed by RBI

5.Grievance Redressal Process

The Company follows a structured process for handling complaints:

• Step 1:Customer submits complaint via available channels
• Step 2:Complaint is recorded and acknowledgment is sent
• Step 3:Relevant department reviews and investigates the issue
• Step 4: Resolution is provided within the prescribed timeline
• Step 5:If required, escalation is initiated
• Step 6: Closure of complaint with communication to the customer

If the customer remains dissatisfied, they may seek external redressal through RBI.

6.Record Keeping and Monitoring

• All complaints shall be logged and maintained in a centralized system/register
• Records shall be preserved for a minimum period of 8 years or as per regulatory requirements
• Periodic analysis shall be conducted to identify recurring issues and improve service quality
• Reports shall be placed before the management/Board for review and oversight

7.Customer-Friendly Features

The Company ensures a customer-centric grievance mechanism by providing:

• Multiple complaint channels (online and offline)
• Clearly defined turnaround times
• Transparent escalation structure
• Regular updates on complaint status
• Alignment with RBI’s grievance redressal framework

8.Periodic Review

This policy shall be reviewed at least once annually or earlier if required due to:

• Regulatory changes
• Internal audit observations
• Customer feedback or complaint trends

Any modifications shall be approved by the Board/Competent Authority

Note

Customers are encouraged to first approach Tiffany Finance Private Limited for resolution. If the complaint is not resolved within 30 days, they may approach the RBI Ombudsman.