Grievance

Yaksh Infinlease Pvt Ltd ("the Company") is a Non-Banking Finance Company (NBFC) registered with the Reserve Bank of India (RBI) under Registration No. B-14.02066. The Company is committed to provide its customers with the highest standards of service and to resolve any grievances in a fair, timely, and transparent manner in compliance with RBI's guidelines on Grievance Redressal for NBFCs, the RBI Integrated Ombudsman Scheme 2021, and the Fair Practices Code.

1. Objective

The objective of this Grievance Redressal Policy is to:

• Provide customers with a transparent, accessible, and effective mechanism to raise complaints.
• Ensure all complaints are acknowledged, investigated, and resolved within stipulated timelines.
• Treat all customers fairly and with respect throughout the complaint resolution process.
• Comply fully with the directives issued by the Reserve Bank of India from time to time regarding customer grievance redressal.

2. Scope & Applicability

This policy applies to all customers, borrowers, and prospective customers of Yaksh Infinlease Pvt Ltd. Grievances may relate to, but are not limited to:

• Loan disbursals, repayment schedules, or EMI deductions.
• Interest rates, processing fees, or other charges applied.
• Collection practices by the Company or its agents.
• Non-disclosure or misrepresentation of terms and conditions.
• Digital/fintech service issues on any affiliated platform (including www.ecscredit.com).
• Data privacy, KYC, or documentation-related concerns.
• Harassment or breach of the Fair Practices Code.

3. How to Lodge a Complaint

Customers can raise a grievance through any of the following channels:

4. Four-Level Escalation Framework

Customers who have any grievances or deficiencies in service can register their complaints through our structured internal escalation mechanism outlined below:

5. Designated Grievance Redressal Officer (GRO) and Principal Nodal Officer (PNO)

As required under RBI guidelines, Yaksh Infinlease Pvt Ltd has designated a Grievance Redressal Officer (GRO) and Principal Nodal Officer (PNO) to oversee the resolution of customer complaints:

👤 GRO Details

• Grievance Redressal Officer: Mr. Ambikesh Singh
• Designation: Grievance Redressal Officer (GRO)
• Organisation: Yaksh Infinlease Pvt Ltd
• Email: [email protected]
• Mobile: 88009 64446
• Address: G-9/10, Ansal Vikasdeep Building, District Centre, Laxmi Nagar, Delhi – 110092
• Working Hours: Mon–Sat (10:00 AM – 6:00 PM)

👤 PNO Details

• Principal Nodal Officer: Mr. Brajkishore Pawar
• Designation: Principal Nodal Officer (PNO)
• Organisation: Yaksh Infinlease Pvt Ltd
• Email: [email protected]
• Mobile: 92173 78470
• Address: G-9/10, Ansal Vikasdeep Building, District Centre, Laxmi Nagar, Delhi – 110092
• Working Hours: Mon–Sat (10:00 AM – 6:00 PM)

6. Acknowledgement & Resolution Process

• Acknowledgement: All complaints received will be acknowledged within 2 working days with a unique reference/ticket number for tracking.
• Investigation: The Company shall investigate each complaint thoroughly, fairly, and impartially.
• Communication: The customer will be kept informed of the status of their complaint at each stage of the process.
• Resolution: Complaints shall be resolved within 30 days from the date of receipt. If more time is required, the customer shall be informed with a revised timeline and reason for delay.
• Closure: A complaint will be considered closed only after the customer has been communicated the final resolution. If the customer does not respond within 7 days of intimation, the complaint may be closed with proper documentation.

7. Fair Practices Code & Customer Rights

In line with RBI's Fair Practices Code for NBFCs, the Company ensures:

• All loan terms, interest rates, fees, and charges are disclosed upfront before agreement.
• No hidden or pre-approval charges are levied on customers.
• Recovery agents and collection teams adhere to RBI's guidelines on ethical recovery practices — no intimidation, harassment, or calls outside permitted hours (8:00 AM to 7:00 PM).
• Customers have the right to receive an acknowledgement receipt for every complaint raised.
• The Company shall not engage in any discriminatory practice in grievance handling.
• All personal data is handled as per the Information Technology Act, 2000 and applicable data protection regulations.

8. RBI Integrated Ombudsman Scheme 2021

If a customer is not satisfied with the resolution provided by the Company, or if the complaint remains unresolved for more than 30 days, the customer may escalate the matter to the Reserve Bank of India under the RBI Integrated Ombudsman Scheme 2021.

RBI Ombudsman – Complaint Portal:

• Website: cms.rbi.org.in
• Toll-Free Helpline: 14448 (9:00 AM – 5:00 PM, Monday to Friday)

Alternatively, complaints can be sent in writing to:

Centralised Receipt and Processing Centre (CRPC), Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017

9. Policy Review & Updates

This Grievance Redressal Policy shall be reviewed annually or as and when required based on changes in RBI guidelines, regulatory requirements, or internal operational needs. Any material changes to this policy will be communicated to customers through the Company's website at www.yakshinfinlease.com.

10. Quick Contact Reference