Grievance Redressal Policy

1. What This Policy Covers

This policy covers complaints relating to:

• Website or Platform issues;
• Customer support interactions;
• Incorrect or outdated information displayed on the Platform;
• Privacy and personal-data concerns;
• Consent-related concerns, including WhatsApp and SMS opt-in/opt-out;
• Unwanted or excessive Platform communications;
• Technical issues;
• Misrepresentation of GoldLoanBazaar; and
• Suspected fraud involving the Platform.

2. Matters That Belong to Your Lender

GoldLoanBazaar is a technology-enabled marketplace/facilitator. We do not decide loan approvals, set interest rates, value or hold gold, or manage repayment and recovery. Complaints about a lender's — including but not limited to Muthoot Finance, Manappuram Finance, HDFC Bank, State Bank of India (SBI), ICICI Bank, Axis Bank, or IIFL Finance —

• loan approval or rejection;
• interest rate or processing fee;
• loan agreement or repayment terms;
• penal charges;
• gold valuation;
• custody, release, recovery or auction of pledged gold; or
• other lender-controlled decisions

should generally be raised with that lender's own grievance channel. Where appropriate, we will help you identify the right contact and may assist with escalation.

3. How to Raise a Complaint

You can reach us through:

• Email: support@goldloanbazaar.co
• Phone: [Phone Number]
• Postal address: [Registered Office Address]

4. What to Include

To help us investigate quickly, please include:

• Your full name and registered mobile number;
• Email address;
• Enquiry reference number, if you have one;
• Date and approximate time of the incident;
• A description of the concern;
• The relevant lender's name, where applicable; and
• Supporting documents or screenshots, where relevant.

Never include your OTP, password, PIN or full banking credentials in a complaint — GoldLoanBazaar will never ask for these.

5. Acknowledgement and Timelines

• We aim to acknowledge your complaint within [X] business days.
• We aim to resolve it, or give you a substantive status update, within [X] business days depending on complexity.

If more time is needed, we will tell you why and what happens next. Where a complaint involves a regulated lender and remains unresolved after 30 days, you may also be able to use that lender's regulatory complaint mechanism.

6. Escalation

If you're not satisfied with the response, you can escalate:

• Level 1 — Customer Support: support@goldloanbazaar.co
• Level 2 — Grievance Officer: [Name] · [Email] · [Phone Number]

7. Data and Privacy Complaints

Complaints about unauthorised data collection or sharing, incorrect personal information, consent, or access/correction/ deletion requests are handled under our Privacy Policy. You can raise these the same way as any other complaint above.

8. Reporting Fraud or Impersonation

Please report immediately if you notice:

• Someone impersonating a GoldLoanBazaar employee;
• A fake payment request claiming to be from us;
• A request for your OTP, password or banking credentials; or
• A suspicious link or message claiming to be from GoldLoanBazaar.

We may investigate, suspend relevant access, notify the concerned lender, and report the matter to the appropriate authorities where required.

9. Confidentiality

Complaint information is shared only with the people, lenders, service providers or authorities who reasonably need it to investigate, resolve, or meet a legal obligation. Raising a genuine complaint in good faith will never be held against you.

10. Grievance Officer

Name: [Name]
Designation: [Grievance Officer]
Entity: GoldLoanBazaar Technologies Pvt. Ltd.
Registered Office: [Registered Office Address]
Email: support@goldloanbazaar.co
Phone: [Phone Number]
Working Hours: [Days and Hours]