Grievance Redressal Policy

1. Purpose

The Policy is intended to provide customers with a clear process for submitting, tracking and escalating complaints.

2. Role of Happy Credit

"Happy Credit" acts as an LSP/DLA for Relevant NBFC Partners. Complaints concerning Happy Credit's technology platform, application process, customer communication, data handling, digital interface or LSP services may be raised with "Happy Credit".

Complaints relating to the lender's credit decision, loan sanction, loan agreement, interest, charges, repayment, account statement or other lender-controlled matters may also be raised with Relevant NBFC Partners through its designated grievance mechanism.

3. How to Raise a Complaint

The complaint should preferably contain the customer's name, registered mobile number, loan/application reference number, nature of complaint and relevant supporting information.

4. Acknowledgement

Complaints shall be acknowledged through the available communication channel and assigned for appropriate review.

5. Investigation and Resolution

"Happy Credit" shall review complaints relating to its role and coordinate with relevant NBFC Partners wherever the complaint concerns lender-controlled matters. The Company shall endeavour to provide a fair and reasonable response within applicable regulatory/internal timelines.

6. Escalation

If a customer is dissatisfied with the response or does not receive a satisfactory resolution within the applicable period, the customer may escalate the complaint to the designated grievance authority of Relevant NBFC Partners, where the matter relates to the lender. Where applicable, customers may also approach the relevant RBI complaint/escalation mechanism after following the prescribed grievance process.

7. Data and Confidentiality

Information received in connection with a grievance shall be handled in accordance with the Privacy Policy and applicable data-protection requirements.

8. Fraud and Cybercrime Complaints

Suspected fraud, unauthorised transactions, impersonation or cybercrime should be reported immediately to the Company and the appropriate law-enforcement/cybercrime authority. Customers should preserve relevant SMS, emails, screenshots, transaction references and other evidence.

9. Policy Review

This Policy may be updated periodically to reflect changes in applicable RBI directions, law, technology and business processes.

10. Contact