Grievance Redressal Policy

A key component of sustained business growth is responsible Customer service. As a result, we work to ensure that our Customers receive exemplary service at various touchpoints. It is vital for us to maintain existing relationships by providing prompt and efficient service, so Customer satisfaction is an important factor for us.

A structured grievance redressal framework is outlined in this policy, for the handling of Customers’ queries and complaints. The process is supported by a review mechanism, to minimise the likelihood of similar issues recurring in the future.

We follow the following grievance redressal principles:

  • Fair and equitable treatment is to be provided to Customers at all times.
  • Customer complaints are to be handled promptly and courteously.
  • Queries and complaints are to be treated efficiently and with fairness.

Grievance Redressal Mechanism

Level 1

If a Customer has any concerns or grievances, the Customer can write an email to

Level 2

Customers whose grievances remain unresolved after 7 (seven) working days from the date of raising the issue at Level 1, or who are dissatisfied with the response provided at Level 1, are entitled to write to the Compliance Officer at

Level 3

If the Customer’s issue is not resolved after 7 (seven) business days after contacting the Compliance Officer as described in Level 2, the Customer may write to the Principal Officer at

Level 4

Customers who are not satisfied with our response can file a complaint with the Securities and Exchange Board of India at

  • Any query or complaint that requires additional time will be explained by the company to the Customer, along with the expected timeframe for resolving it.
  • Customer here means all the clients who are registered with 1 Finance.