1. Introduction

Biz by Aroon Fintech ("Biz", "Platform", "we", "our", or "us") is committed to providing professional, transparent, fair, and efficient services to all Users.

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We recognise that concerns or complaints may occasionally arise. This Complaint & Grievance Policy explains how complaints may be submitted, how they are investigated, expected response timelines, and the options available if a complaint cannot be resolved.

 

This Policy applies to complaints relating to the services provided by Biz by Aroon Fintech, operated by Aroon Fintech Private Limited, together with the applicable Aroon Fintech entity providing the Services in the relevant jurisdiction.

 

2. Our Commitment

We are committed to:

• treating every complaint fairly and respectfully;

• acknowledging complaints promptly;

• investigating complaints objectively and impartially;

• maintaining confidentiality throughout the complaint process;

• keeping complainants informed regarding progress;

• resolving complaints as quickly as reasonably possible;

• identifying opportunities to improve our products, services, systems, and internal processes; and

• complying with applicable legal and regulatory requirements.

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3. What Is a Complaint?

A complaint is any expression of dissatisfaction relating to:

• our Platform;

• customer service;

• communications;

• application processing;

• documentation handling;

• partner referrals;

• technology services;

• data privacy;

• account management;

• billing;

• advisory services;

• marketplace services; or

• any other service provided by Biz by Aroon Fintech.

A complaint may be submitted regardless of whether financial loss has occurred.

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4. Matters Covered

This Policy applies to complaints concerning:

• Platform functionality;

• customer support;

• delays caused by Biz by Aroon Fintech;

• incorrect information provided by us;

• staff conduct;

• service quality;

• privacy concerns;

• data protection issues;

• security concerns;

• billing disputes involving Biz by Aroon Fintech;

• commission disclosure;

• advisory services;

• technology-related issues;

• accessibility concerns;

• account management;

• compliance matters; and

• any other matter directly relating to our Services.

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5. Matters Not Covered

This Policy does not apply to disputes relating solely to decisions made independently by third parties, including:

• loan approval or rejection;

• underwriting decisions;

• interest rates;

• financing terms;

• investment decisions;

• insurance claim decisions;

• pricing determined by Funding Providers;

• contractual disputes between Users and Funding Providers;

• services provided exclusively by Third-Party Providers.

 

Where appropriate, Biz by Aroon Fintech may assist Users in contacting the relevant Partner; however, responsibility for resolving such matters remains with the respective Partner.

 

6. Who May Submit a Complaint?

Complaints may be submitted by:

• Users of the Platform;

• authorised representatives of Users;

• businesses;

• directors;

• partners;

• company officers;

• authorised agents;

• legal representatives;

• prospective customers;

• former customers; and

• other persons directly affected by our Services.

Where a complaint is submitted on behalf of another person or organisation, we may request evidence of authority before discussing confidential information.

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7. How to Submit a Complaint

Complaints may be submitted through any of the following channels:

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Email

support@aroonfintech.com

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Website

https://biz.aroonfintech.com

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Postal Mail

Grievance Officer

Aroon Fintech Private Limited

2524, Block-G, Sainik Colony, Sector-49, Faridabad, 121001, Haryana, India.

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Where Services are provided by another Aroon Fintech entity, Users may also submit complaints using the local contact details published for that jurisdiction.

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8. Information to Include

To help us investigate efficiently, complaints should include, where available:

• full name;

• business name;

• contact information;

• account or application reference number;

• country of residence;

• date of the incident;

• description of the complaint;

• supporting documents;

• screenshots or correspondence where relevant;

• details of the desired resolution.

Failure to provide complete information may delay our investigation.

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9. Complaint Handling Process

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Step 1 – Acknowledgement

We aim to acknowledge receipt of complaints promptly and, where practicable, within seven (7) Business Days.

Acknowledgement does not imply acceptance of responsibility.

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Step 2 – Investigation

An appropriately qualified member of our team will review:

• relevant documentation;

• account records;

• communications;

• system logs;

• applicable policies;

• internal procedures;

• information provided by the complainant; and

• information obtained from relevant Partners where necessary.

Additional information may be requested during the investigation.

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Step 3 – Response

We aim to provide a substantive written response as soon as reasonably practicable.

Where additional time is required due to complexity, regulatory requirements, or dependency upon third parties, we will inform the complainant of the reason for the delay and provide an updated timeframe.

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10. Response Timeframes

While response times may vary depending upon the complexity of each matter, our general targets are:

• Acknowledgement: within 7 Business Days

• Initial assessment: within 15 Business Days

• Final response: within 30 Business Days, where reasonably practicable

These are service targets only and do not create legally binding obligations.

Certain jurisdictions may require different statutory response periods, which will prevail where applicable.

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11. Escalation

If a complainant is dissatisfied with the initial response, the complaint may be escalated for further review.

Escalated complaints may be reviewed by:

• Senior Management;

• Compliance Department;

• Legal Department;

• Internal Review Committee; or

• another appropriately authorised officer.

Escalation requests should normally be submitted within 30 days of receiving the initial response.

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12. Complaints Involving Third-Party Partners

Where a complaint concerns a Funding Provider or another Partner, Biz by Aroon Fintech may:

• forward the complaint to the relevant Partner with the User's consent where required;

• facilitate communication between the parties;

• request updates from the Partner where appropriate; and

• monitor the progress of the matter.

However, Biz by Aroon Fintech cannot compel a Partner to alter its underwriting decisions, contractual terms, pricing, or other commercial decisions.

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13. Regulatory Complaints

Where Applicable Law permits, Users may have the right to refer unresolved complaints to:

• financial regulators;

• consumer protection authorities;

• ombudsman services;

• dispute resolution bodies;

• arbitration institutions; or

• courts of competent jurisdiction.

The availability of such rights depends upon:

• the applicable jurisdiction;

• the relevant Aroon Fintech entity;

• the product involved; and

• the applicable regulatory framework.

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14. Confidentiality

All complaints will be handled confidentially.

Information relating to a complaint may be shared only where reasonably necessary with:

• relevant Aroon Fintech personnel;

• Funding Providers;

• professional advisers;

• regulators;

• law enforcement agencies;

• dispute resolution bodies; or

• other authorised persons,

to the extent permitted or required by Applicable Law.

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15. No Retaliation

Biz by Aroon Fintech will not discriminate against, penalise, or retaliate against any User solely because they have submitted a complaint in good faith.

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However, abusive, threatening, fraudulent, or vexatious conduct may result in restrictions being placed upon communications or Platform access, subject to Applicable Law.

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16. Frivolous or Vexatious Complaints

Biz by Aroon Fintech reserves the right to decline repeated complaints that are:

• malicious;

• abusive;

• frivolous;

• intentionally misleading;

• repetitive without new evidence; or

• otherwise constitute an abuse of the complaint process.

Such decisions shall be made reasonably and in accordance with Applicable Law.

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17. Continuous Improvement

Complaint data may be analysed to:

• improve customer experience;

• enhance internal processes;

• strengthen compliance controls;

• improve technology;

• identify recurring issues;

• enhance Partner relationships; and

• reduce future complaints.

Where appropriate, corrective or preventive actions may be implemented across the Platform.

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18. Changes to this Policy

Biz by Aroon Fintech may amend this Complaint & Grievance Policy from time to time to reflect changes in:

• Applicable Law;

• regulatory requirements;

• operational practices;

• technology;

• business processes; or

• customer service standards.

The latest version will be published on the Platform and will become effective on the date specified within the Policy.

 

19. Contact Details

For complaints or questions regarding this Policy, please contact:

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Grievance Officer

Biz by Aroon Fintech

Operated by Aroon Fintech Private Limited, together with the applicable Aroon Fintech entity providing the Services.

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Email

support@aroonfintech.com

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Website

https://biz.aroonfintech.com

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Registered Office

2524, Block-G, Sainik Colony, Sector-49, Faridabad, 121001, Haryana, India.

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We value your feedback and are committed to handling complaints fairly, transparently, and efficiently while continually improving the quality of our Services.