Escalation Process

a) Escalation Level 1: Grievance Redressal Officer

If the customer is not satisfied with the resolution or has not received any resolution within the committed turnaround time, he/she can raise his/her concern to the “Grievance Redressal Officer” at Emerald, by giving background and history of the issue, in the following form:

In writing (through email addressed to Mr. Ajay Tiwari) to a secure email ID: info@emeraldfin.com

In writing (through hard copy/letter) to:

Mr. Ajay Tiwari

The Grievance Redressal Officer

Emerald Finance Limited

SCO 7, First Floor,

Industrial Area

Phase 2 Chandigarh – 160002

Grievance Redressal Officer will respond within 3 working days of receiving the complaint and provide resolution within 21 days.

b) Escalation Level 2: Compliance Officer

If the complaint of the customer is not redressed within 21 days from the lodging of complaint with Emerald, the customer may appeal to the Compliance Officer through email, as below:

Name of the Compliance Officer : Mrs. Amarjeet Kaur

Email Id : cs@emeraldfin.com

Contact Number : +91 78888 98456

• Resolution Turnaround Time

All the customer complaints have to be resolved within 30 days of receipt/escalation.

c) Escalation level 3:

Escalation of the Complaint to NBFC Ombudsman, Reserve Bank of India

If the Complaint is not redressed within 1 month from the lodging of Complaint with the Company or the Complainant is not satisfied by the response provided, the Complainant may appeal to the Office of Ombudsman, RBI as per detail given below:

The Company has appointed Principal Nodal Officer and/ or Nodal Officer(s) for representation before and furnishing information to NBFC Ombudsman in respect of complaints filed against the Company. The details of Nodal officer are as below:

Nodal Officer Name: Ms. Sheetal Kapoor

Designation Chief Financial Officer