1. Introduction

PB Financial Account Aggregators Private Limited (PB) (hereinafter referred to as the 'Company') believes that customer service is its highest priority as that is what drives growth and continuous business. The Company believes that prompt, efficient, and transparent service is critical to build long lasting customer relationships. The Company is determined to ensure expeditious and efficacious handling of the customer Grievances, as well as prompt remedial & preventive action (inclusive of amendment of the Mechanism, as and when required) with the objective to avert repetitiveness.

2. Objectives

The Company understands that despite striving to achieve high standards of customer service excellence, there can be gaps in existing service delivery. Hence, it is critical to provide an appropriate system and process to customers to share their Grievances. The Company aspires to create robust systems and processes to ensure effective and timely solutions to Grievances with an impartial approach to set higher benchmarks towards effective stakeholder engagement. We have ensured that relevant teams of the company are aware and well versed with our Customer Grievance Redressal Mechanism (“Mechanism”).

Our Mechanism is based on following principles:

• Customers are always treated equitably without any prejudice at all instances
• Grievance raised by customers are acknowledged attentively and dealt with courtesy in a timely manner and address the key questions on why the complainant feels aggrieved or dissatisfied
• Customers are provided with multiple touch points to submit their Grievances
• Customers are facilitated and sensitized about their rights in the Company and mechanism to convey their Grievances as well as their rights pertaining to alternate remedies in the Company if they are not satisfied with the resolution of their Grievances
• Grievances are investigated and redressed in a time bound and transparent manner
• Grievances are reviewed and critically analyzed to improve the existing processes and systems to ensure that the re-occurrence of such Grievances are minimized

On the basis of this Mechanism, the Company shall ensure that an appropriate Mechanism subsists for the purpose of receiving and addressing Grievance from its customers, with the aim of resolving the Grievance equitably and expeditiously.

The Mechanism encompasses adherence to the provisions of Master Direction- Non- Banking Financial Company - Account Aggregator (Reserve Bank) Directions, 2016 stipulated by Reserved Bank of India (RBI).

3. Grievance Redressal Framework

3.1 How to lodge a Grievance/where can a Grievance be made?

Means and Mode - Any customer having a Grievance with respect to the product and services offered by the Company may reach out to the Company through any of the following channels:

Escalation	Grievance Authority / Matrix	TAT
Level 1	Customer Service Grievance@pbfintechaa.com Address: Plot 119, Sector- 44, Gurugram, Haryana-122001 Please use below format for raising a complaint/grievance Name of the Customer : Contact No : Email id : Date of event : Customer PBFintechaa (Account Aggregator) id : Mobile No registered with PBFintechaa: Details of the Grievance / Complaint : _________________________________________ ________________________________________ _______________ Customer Signature Date:	Company will send (auto or manual) acknowledgement within 24 hrs. We will aim to resolve the issues within 10 days.
Level 2	If complaint or grievance is not resolved within 10 days , then Customer can call the grievance redressal officer as below. Nodal Officer Details: Name: Ranjeet Kumar Jha Email: ranjeet@pbfintechaa.com Call: +91 9811006657 Address: Plot 119, Sector- 44, Gurugram, Haryana-122001 (Lines are open Mon-Sat from 10:00 am to 7:00 pm)	Company will ensure that the complaint/grievance is resolved within 20 days, subject to receipt of proper information from the customer. Any delay will be communicated to the customer.
Level 3	The Customer may appeal to The Reserve Bank of India (RBI) if the grievance/complaint is not resolved within 30 days. https://www.rbi.org.in/scripts/helpdesk.aspx	Within 30 days

Escalation Matrix

Level 1

Register the Complaint in a complaint register / complaint box, which is available at the corporate office of the Company following address: Plot 119, Sector 44, Gurugram, Haryana-122001
Or
Send an email to Grievance@pbfintechaa.com
Or
Call at +91 9811006657

Format of Grievance: Format of Grievance: Customers are requested to necessarily provide necessary details which includes:
Name of the Customer :
Contact No :
Email id :
Date of event :
Customer PBFintechaa (Account Aggregator) id :
Mobile No registered with PBFintechaa:
Details of the Grievance / Complaint : __________________
_________________________________________________________
Customer Signature
Date:

PB Fintech AA; When the customer Grievance is received, we will endeavour to send an acknowledgement/a response within 48 working hours of receiving the Grievance.

Level 2

If complaint or grievance is not resolved within 10 days , then Customer can call the grievance redressal officer as below.

Nodal Officer Details:
Name: Ranjeet Kumar Jha
Email:ranjeet@pbfintechaa.com
Call: at +91 9811006657
Address: Plot 119, Sector- 44, Gurugram, Haryana-122001
(Lines are open Monday-Saturday from 10:00 am to 7:00 pm)

Level 3

Regulatory Escalation (RBI)
The Customer may appeal to The Reserve Bank of India (RBI) if the grievance/complaint is not resolved within 30 days.
https://www.rbi.org.in/scripts/helpdesk.aspx

* In terms of the RBI Master Directions, if the complaint/grievance is not resolved within a period of one month from reporting, You may appeal to the Reserve Bank of India (RBI).

4. Continuous Feedback from Customers

The Company will also solicit voluntary feedback from customers on an ongoing basis in a bid to improve its customer service quality.