FinPe – Grievance Handling

1. Purpose

At FinPe, we are committed to providing a transparent, structured, and professional mechanism to address user grievances. This framework is designed to:

• Receive and resolve concerns or complaints arising from the use of our services.
• Ensure timely redressal of issues in a systematic manner.
• Maintain compliance with regulatory and legal obligations for financial service providers.

2. Scope

This framework applies to all users of the FinPe Website who:

• Have concerns regarding existing home loan transfers or new home loan applications.
• Wish to report service-related issues, payment concerns, or procedural complaints.
• Require clarification or assistance regarding Terms & Conditions, Privacy Policy, or Service Fees.

3. How to Lodge a Grievance

3.1 Online Submission

Users may submit grievances via email: support@finpe.app.

Please include:

• Full name and contact information
• Details of the grievance or concern
• Relevant documents or references (loan statements, acknowledgment numbers, etc.)

3.2 Written Communication

Users may also submit grievances in writing to:

4. Grievance Redressal Process

• Step 1: Acknowledgment – FinPe will acknowledge receipt within 2 business days. Users receive a reference number for tracking.
• Step 2: Review & Investigation – Our team reviews and investigates. Additional documentation may be requested.
• Step 3: Resolution – FinPe aims to provide resolution within 7–10 business days via email.
• Step 4: Escalation – If unresolved, escalate to the Head of Operations at support@finpe.app with the reference number.

5. User Responsibilities

• Provide accurate and complete information related to the grievance.
• Respond promptly to any requests for additional information from FinPe.
• Maintain a professional and constructive tone while communicating.

6. Limitation

FinPe will make reasonable efforts to address and resolve grievances but cannot influence decisions made by lending institutions. The service fee is non-refundable, and complaints related to loan approval or disbursement do not affect the service fee terms.

7. Contact Information for Grievance Submission

Our support team is available Monday to Friday, 10:00 AM – 6:00 PM IST. Users are encouraged to retain all correspondence for future reference.