Grievance Redressal

NEENV FINANCIAL TECHNOLOGIES PRIVATE LIMITED ("Neenv", "we", "us", or "our") is committed to resolving every customer complaint fairly, transparently, and within defined timelines. This Grievance Redressal Policy explains how you can raise a concern with us, how we handle it, and how you may escalate it if you are not satisfied with the outcome.

Neenv operates a technology platform that facilitates channel finance transactions between businesses and our financial institution partners. Complaints relating to the sanction, pricing, or recovery of a loan may need to be taken up with the lending partner concerned; where that is the case, we will tell you and help route your complaint appropriately.

You may register a complaint through any of the following channels:

• Email: Info@neenvfin.com
• Contact form: the enquiry form on our Contact Us page
• Post: at the registered office address listed in Section 6 below

To help us resolve your complaint quickly, please include your name, registered mobile number or email, your company name, the nature of the issue, and any reference or transaction number available to you.

We will acknowledge your complaint within 3 working days of receipt and aim to resolve it within 7 working days. Where a complaint requires additional investigation, we will inform you of the reason for the delay and the expected timeline.

If you do not receive a response within the timelines above, or you are not satisfied with the resolution provided at Level 1, you may escalate the matter to our Grievance Officer:

The Grievance Officer will review the matter independently and respond within 15 working days of the escalation.

Neenv acts as a Lending Service Provider (LSP) for its regulated lending partner. Where your complaint concerns a credit facility — its sanction, pricing, servicing, or recovery — and it remains unresolved after Level 2, you may escalate it directly to the Regulated Entity (RE) that extended the facility.

Grievance Redressal Details

RE – Regulated Entity  |  LSP – Lending Service Provider

The full grievance redressal disclosure published by the Regulated Entity is available at fexprime.com/Grievance-Redressal-Details.

If your complaint relates to a regulated entity and remains unresolved for a period of 30 days from the date of first submission, or you are dissatisfied with the response received, you may approach the Reserve Bank of India under the Reserve Bank – Integrated Ombudsman Scheme, 2021.

• Online: cms.rbi.org.in
• Email: CRPC@rbi.org.in
• Post: Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Central Vista, Chandigarh – 160017

Please note that Neenv is a technology service provider and is not itself a bank or an NBFC. Regulatory escalation under the Ombudsman Scheme applies to the regulated entity against which the complaint is made.

All complaints received are logged, tracked to closure, and retained in accordance with applicable law. This policy is reviewed periodically and may be updated to reflect changes in our processes or in regulatory requirements. Any revisions will be published on this page with an updated "Last updated" date.