Customer Grievance Redressal Mechanism

1. Introduction

Nivasa Capital Private Limited (the "Company") is a Non-Banking Financial Company – Investment and Credit Company ("NBFC-ICC"), placed at present in the Base Layer of the Reserve Bank of India's ("RBI") regulatory structure. The Company currently offers various lending products, including housing loans, loans against property and other secured loans (collectively "Loans"), to individuals ("customer(s)"/"borrower(s)").

2. Principles that outline Nivasa's customer service

• Provide excellent customer service and experience.
• Fair treatment to all customers.
• Deal with customer complaints courteously.
• Resolve customer issues within the specified turnaround time.
• Comply with regulatory guidelines as required by RBI.

3. How to reach us

To effectively address customer grievances, Nivasa Capital has introduced multiple channels of communication. A customer can raise a complaint or express dissatisfaction with the Company's service, or a service provided by an outsourced agency, through any of the following:

• Walk into your service branch and speak to the Hub Manager.
• Call 9036728404, Monday–Friday, 9:30 AM – 6:00 PM, and speak to a customer care agent.
• Email your issue to help@nivasacapital.com.
• Raise a complaint with RBI at sachet.rbi.org.in.
• Send letters or notices to the Registered Office: No. 7/1 (Old No. 4/5), Ali Askar Road, Vasanth Nagar, H.K.P. Road, Bangalore North, Bangalore – 560052, Karnataka.

4. Escalation matrix

Nivasa Capital maintains a board-approved escalation matrix. If a customer is not satisfied with the resolution at one level, the complaint can be escalated to the next.

4th Level Escalation: In the rare event a customer remains unsatisfied with the Level 3 response, and the issue is unresolved within one month of submission, the customer may write to the NBFC Ombudsman at the nearest centre below.

Centre	Office of the RBI Ombudsman
Bengaluru	C/o Reserve Bank of India, 10/3/8, Nrupathunga Road, Bengaluru – 560 001 Tel: 080-22277660 / 22180221
Mumbai (I)	C/o Reserve Bank of India, 4th Floor, RBI Byculla Office Building, Opp. Mumbai Central Railway Station, Byculla, Mumbai – 400 008 Tel: 022-23022028
Mumbai (II)	C/o Reserve Bank of India, 1st Floor, RBI Byculla Office Building, Opp. Mumbai Central Railway Station, Byculla, Mumbai – 400 008 Tel: 022-23001280

5. Internal review mechanism

• All employees are kept up to date on the grievance redressal mechanism.
• This policy is displayed on the Company website and on the notice board at all branch offices.
• Every customer complaint or grievance is logged in the internal CRM and tracked until closure.
• Management periodically reviews the grievance tracker to ensure timely response and closure.
• This policy is reviewed annually, and amended as needed.