MAHAUTKARSH SECURITIES &  
FINANCE PRIVATE LIMITED  
Grievance Redressal Policy  
st  
Approved on 1 April 2025  
Mahautkarsh Securities & Finance P Ltd  
Grievance Redressal Policy  
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Grievance Redressal Policy  
Objective  
Mahautkarsh Securities and Finance Private Limited (“the Company”) is committed to  
providing an efficient, transparent, and customer-friendly grievance redressal mechanism.  
This Grievance Redressal Policy (“Policy”) lays down the framework for receipt, handling,  
resolution, and escalation of customer complaints in a time-bound manner, in accordance  
with applicable guidelines issued by the Reserve Bank of India (RBI) for Non-Banking  
Financial Companies (NBFCs).  
Grievance Redressal Mechanism  
The Company follows a structured three-level internal grievance redressal mechanism.  
LEVEL 1 – Digital Grievance Channels (First Point of Contact)  
Customers may raise their grievance through any of the following channels:  
•
•
•
Customer Mobile Application  
Official WhatsApp Channel  
Website – “Contact Us” page  
All grievances received through the above channels are recorded and examined by  
the Company’s grievance redressal unit. The Company endeavours to resolve  
complaints at this level at the earliest.  
LEVEL 2 – Customer Care Support  
If the grievance is not resolved satisfactorily at Level 1, the customer may escalate  
the grievance to:  
Customer Care  
–
Mahautkarsh Securities and Finance Private Limited  
Phone: 8600200122  
The customer care team reviews the grievance, examines the facts of the case, and  
provides a response or resolution based on the nature of the complaint.  
LEVEL 3 – Head Office / Grievance Redressal Cell  
If the customer is not satisfied with the resolution provided at Level 2, the grievance  
may be escalated to the Head Office Grievance Redressal Cell.  
Head Office – Grievance Redressal  
Mahautkarsh Securities and Finance Private Limited  
Shop No 5, 1st Floor,  
Ashirwad Bhavan, Byron Bazar,  
Raipur (CG) 492001  
Email: grievance@kishtope.com  
At this level, the grievance is reviewed by senior officials of the Company. The grievance  
redressal unit ensures closure of all complaints to the customer’s satisfaction and escalates  
the complaint to appropriate internal levels if resolution is not possible at this stage. The  
Company also reviews complaints from a root-cause perspective to prevent recurrence.  
Mahautkarsh Securities & Finance P Ltd  
Grievance Redressal Policy  
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4. Escalation Matrix (Summary Table)  
Indicative  
Resolution  
Timeline  
Level  
Authority / Channel  
Mode of Contact  
Digital  
Channels  
Grievance  
Customer App / Official WhatsApp / Within 7 working  
Level 1  
Level 2  
Website “Contact Us”  
Phone: +91-8600200122  
grievance@kishtope.com  
days  
Within 7 working  
days  
Customer Care  
Head  
Office  
–
Shop No 5, 1st Floor, Ashirwad Within 15 working  
Bhavan, Byron Bazar, Raipur (CG) days  
492001  
Level 3  
Level 4  
Grievance Redressal  
Cell  
Reserve Bank of India  
– DNBS, Bhopal  
RBI CMS / Email / Post / Helpline  
As per RBI process  
Mandatory Display Requirements (GRM)  
Mahautkarsh Securities and Finance Private Limited has displayed the following information,  
among other things, on its digital platforms and at its Head Office:  
•
Appropriate arrangement for receiving complaints and suggestions through digital  
channels  
•
•
Display of the name, address and contact details of the Complaint Redressal Officer  
Clear information on the grievance redressal mechanism and escalation process  
The grievance redressal process ensures that complaints are escalated to appropriate levels  
where resolution is not possible at the initial stage. While the Company’s endeavour is to  
resolve grievances at the earliest possible stage, a robust escalation mechanism is in place  
to ensure effective redressal and continuous improvement.  
Time Frame for Redressal of Grievances  
Customers may register complaints using any of the channels mentioned above.  
•
Where a complaint is received in writing, the Company endeavours to provide a  
response within one week.  
•
After examination of the matter, the Company endeavours to either:  
o
o
Provide a final response, or  
Send an intimation seeking additional time, within one month from the date  
of receipt of the complaint.  
Complaints are examined objectively and from all relevant angles. The Company’s stand on  
the issue is communicated clearly to the customer. Complaints requiring detailed  
examination are reviewed diligently, and customers are kept appropriately informed.  
Mahautkarsh Securities & Finance P Ltd  
Grievance Redressal Policy  
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Escalation to Reserve Bank of India (RBI)  
If the complaint or dispute is not redressed within the above time frame, or if the customer  
is not satisfied with the resolution provided by the Company, the customer may approach  
the Officer-in-Charge of the Regional Office of the Department of Non-Banking  
Supervision (DNBS), Reserve Bank of India, under whose jurisdiction the registered office of  
the Company falls.  
RBI – Department of Non-Banking Supervision (DNBS), Bhopal  
Dy. General Manager,  
Consumer Education and Protection Cell,  
Reserve Bank of India,  
Post Box No. 32, Hoshangabad Road  
Bhopal – 462011.  
Telephone: 0755-2551592, Email: crpc@rbi.org.in  
Customers may also lodge complaints through:  
RBI CMS Portal: https://cms.rbi.org.in  
RBI Contact Centre: 14440  
Acceptance  
By availing the services of Mahautkarsh Securities and Finance Private Limited, customers  
acknowledge that they have read and understood this Grievance Redressal Policy and agree  
to the grievance redressal and escalation mechanism outlined herein.  
Review of Policy  
This Policy shall be reviewed periodically and revised as and when required, including upon  
introduction of new grievance channels or changes in regulatory guidelines, to ensure  
effective handling of customer complaints and grievances.  
Mahautkarsh Securities & Finance P Ltd  
Grievance Redressal Policy  
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