Grievance Redressal Policy

1. Introduction

At BAGOLoan, operated by BASAGO DIGITECH PRIVATE LIMITED, we are committed to providing transparent, reliable, and responsible financial services to our users.

We value user feedback and recognize that timely resolution of concerns is an important part of maintaining trust and service quality.

This Grievance Redressal Policy explains the process through which users can submit complaints, request assistance, and seek resolution for issues related to BAGOLoan services.

2. Scope of This Policy

This policy applies to complaints or concerns related to:

• Account registration and access
• Identity verification
• Credit assessment process
• Revolving credit facility services
• Repayment-related concerns
• Charges and fees
• Privacy and data protection matters
• Customer service experience
• Technical issues related to the application

3. How to Submit a Complaint

Users may submit complaints through the following channel:

Email:

complaint@basagodigitech.com

When submitting a complaint, users are encouraged to provide:

• Full name
• Registered mobile number
• Registered email address (if applicable)
• Complaint details
• Relevant supporting documents or screenshots

Providing complete information helps us investigate and resolve concerns more efficiently.

4. Complaint Handling Process

Upon receiving a complaint, BAGOLoan follows a structured review process:

Step 1: Complaint Acknowledgement

We will acknowledge receipt of the complaint and record the details for further review.

Step 2: Investigation and Review

Our team will examine the complaint details, verify relevant information, and coordinate with appropriate departments or service partners where required.

Step 3: Resolution and Communication

After review, we will provide a response explaining:

• The outcome of the investigation
• Actions taken, where applicable
• Any additional information required from the user

5. Response Timeline

BAGOLoan aims to acknowledge and address user complaints within a reasonable timeframe.

General timelines:

• Complaint acknowledgement: Within 5 business days
• Resolution or status update: Within 30 days, depending on the nature and complexity of the complaint

Certain cases may require additional time due to verification requirements, regulatory processes, or involvement of external parties.

Users will be informed if additional time is required.

6. Customer Support Assistance

Before submitting a formal complaint, users may contact our support team for assistance with general service questions or account-related issues.

Our support team may assist with:

• Application-related queries
• Account information
• Service guidance
• Repayment-related information
• Technical difficulties

For unresolved matters, users may submit a formal complaint through the grievance channel mentioned above.

7. Privacy and Confidentiality

BAGOLoan respects the confidentiality of complaint-related information.

Personal information submitted during complaint handling will be used only for:

• Reviewing the complaint
• Verifying account details
• Providing resolution
• Improving service quality
• Meeting legal or regulatory requirements

We apply appropriate security measures to protect complaint-related information.

8. Escalation of Complaints

If a user is not satisfied with the resolution provided, the user may request further review by contacting BAGOLoan through the official complaint channel.

The complaint will be reviewed by the appropriate responsible team for additional assessment.

9. Responsible Complaint Management

BAGOLoan is committed to:

• Treating all complaints fairly
• Providing clear communication
• Avoiding unnecessary delays
• Protecting user information
• Continuously improving service standards

User feedback helps us identify areas for improvement and enhance the overall customer experience.

10. Policy Updates

We may update this Grievance Redressal Policy from time to time due to:

• Changes in business practices
• Regulatory requirements
• Improvements in complaint handling procedures

The latest version will be made available through BAGOLoan or our official website.

11. Contact Information

For complaints, concerns, or requests related to BAGOLoan services, please contact:

BASAGO DIGITECH PRIVATE LIMITED

Complaint Email:

complaint@basagodigitech.com