INTRODUCTION

At HealthCRED, our foundation rests on a deep commitment to meeting our customers' needs. Our entire structure is around this core principle, driving our product development and operational strategies. As we continue to expand through this dedication, we recognize that customer feedback, including complaints, serves as invaluable insights for improvement. Each concern presents an opportunity for us to better understand and address our customers' needs, ultimately strengthening our relationship with them.

To make HealthCRED’s redressal mechanism more meaningful and effective, we have put in a structure which is just, fair and abides by the regulations prescribed by regulator for our Partner Regulated Entities.

OBJECTIVES

The objective of the Grievance Redressal Mechanism is to provide customers with a convenient, simple, low cost and effective process for settlement of customer’s grievances. HealthCRED provides a transparent and conclusive method of customer’s grievance redressal.

HealthCRED being a highly customer centric and financial compliant organisation, Grievance Redressal Mechanism is governed by the following principles:

• all customers are treated fairly and in courteous manner at all times;

• all complaints raised by Customers are duly acknowledged, and dealt with in a timely manner;

• all queries and complaints are treated efficiently and fairly with a turnaround time defined and communicated to clients;

• The grievance handling staff should work in good faith towards the interests of the Customers.

• Customers are fully informed about the different channels to escalate their grievances, and expected turnaround time at all times.

SERVICE LEVELS

Customers who desire to provide feedback or communicate their complaint if they are not satisfied with services provided, and / or, may want to report any misconduct by HealthCRED, or their representatives such as Business development managers, customer success team, agents etc. may use the following channels between 10:00 hrs – 18:00 hrs, from Monday to Friday (except on public holidays).

Level 1

• The customer has an option of detailing out their concerns / complaints on the HealthCRED website.

• Further it is expected from the customer to provide all the details of the grievance in respect to the products and services offered by the Company.

Level 2

In case the complaint is not resolved within 14 working days from the date we acknowledge the customer’s communication at level 1 or if he/she is not satisfied with the solution provided, the customer can approach our Grievance Redressal Officer:

Name of the Grievance Redressal Officer: Mr Neeraj Daultani

Phone: +91 98702 05927

Email ID: gro@healthcred.co.in

Address: HealthCRED, Wework, Eldeco Center, 2nd Floor, Block A, Shivalik Colony, Malviya Nagar, New Delhi – 110 017

Level 3

If the complaint/dispute is not redressed within a period of 30 working days from the date we acknowledge the customer’s communication at level 2, the customer may appeal to our NBFC Partner (Regulated Authority) on the details mentioned in the Key Fact Statement / Loan agreement.

Note: This mechanism is valid for the clients of Vidyasoh Healthcare Tech Service Private Limited