Grievance Redressal Policy
At Pentafox Technologies Private Limited, we are committed to ensuring transparent, fair, and efficient handling of customer grievances. This Grievance Redressal Policy is established in accordance with applicable regulatory requirements, including provisions relating to access and handling of Credit Information.
Introduction
Pentafox Technologies Private Limited is dedicated to resolving customer concerns in a timely, fair, and structured manner. This Grievance Redressal Policy outlines the procedures we follow when a complaint is raised and is designed to help you understand your rights and the steps available to you for resolution.
Purpose
As part of our commitment to transparency and customer satisfaction, this policy applies to all grievances raised against Pentafox Technologies Private Limited. The objective of this policy is to provide a structured mechanism for receiving, addressing, and resolving customer grievances; ensure timely resolution of complaints related to Credit Reports and Credit Information; maintain transparency and accountability in grievance handling; and provide a clear escalation mechanism for unresolved grievances.
Scope
This Grievance Redressal Policy describes how complaints and grievances are handled by Pentafox Technologies Private Limited. It covers grievances relating to our products, services, and Credit Information practices. It does not address how third parties handle complaints. We encourage you to review the grievance policies of any third-party services you engage with through our platform.
How to Raise a Grievance
A grievance is any expression of dissatisfaction made by a customer regarding our products, services, or conduct. Customers may submit their complaints through any of the following channels:
Email: support@pentafox.in
Website: Through the Contact Us page or the grievance form available on our website.
Postal Address: Pentafox Technologies Private Limited, 4th Floor, Jeyam Towers, TS 78, Ward No. 25, 66C Annamalai Gounder Layout, Opposite to Nalli Hospital, Erode – 638001, Tamil Nadu, India.
When raising a grievance, we encourage you to provide as much detail as possible, including your contact information, a clear description of the issue, and any supporting documents, to help us resolve your concern promptly.
Grievance Handling Process
To help us address your concerns efficiently, Pentafox Technologies follows a structured grievance handling process:
Acknowledgement — All complaints will be acknowledged within 48 hours of receipt.
Review and Investigation — The grievance will be reviewed by the concerned team. Additional information or supporting documents may be requested wherever necessary.
Resolution — The complaint will be resolved within the applicable Turn-Around Time (TAT). The resolution will be communicated through email or via your registered contact details.
Closure — A complaint will be considered closed when the customer confirms satisfaction with the resolution, or no response is received from the customer within a reasonable period after communication of the resolution.
Credit Information Related Grievances
This mechanism covers grievances specifically relating to:
•Access to Credit Reports. •Accuracy of Credit Information. •Usage of Credit Information. •Consent-based retrieval of Credit Information. •Disputes relating to data sourced from Credit Information Companies (CICs).
We are committed to handling all Credit Information related grievances with utmost diligence and in compliance with applicable regulatory guidelines. Customers are encouraged to provide all relevant details when raising such grievances to enable prompt resolution.
Consent Withdrawal Process
Where Credit Information has been accessed based on customer consent, customers may withdraw such consent through the following channels:
Email: support@pentafox.in
Website: Through the designated consent withdrawal form, where available.
Upon receiving a withdrawal request, we follow this process:
•The customer submits a request for consent withdrawal. •Identity verification may be conducted. •Upon successful verification, consent will be revoked. •Credit Information stored by the Company will be deleted. •Confirmation of the action taken will be shared with the customer.
Please note: Deletion of Credit Information will be completed within the applicable Turn-Around Time (TAT). Permanent logs of consent capture and consent withdrawal will be securely maintained for audit and verification purposes.
Escalation Matrix
If a grievance is not resolved within the stipulated time, customers may escalate the matter through the following levels:
Level 1 – Customer Support: Turn-Around Time: Within 7 working days. Contact: Customer Support Team. Email: support@pentafox.in
Level 2 – Grievance Officer: Turn-Around Time: Within 14 working days. Contact: Sriram Murgesh, Grievance Officer. Email: support@pentafox.in
We are committed to ensuring that all escalations are handled fairly and resolved within the applicable timelines.
Privacy Rights and Who to Contact
We respect your legal rights regarding your personal data. For detailed information about your rights, please review our Privacy Policy at https://pentafox.in/privacy
If you have any questions, comments, or concerns about this Grievance Redressal Policy or wish to exercise your rights, please contact us at:
Email: support@pentafox.in
Changes to This Policy
Pentafox Technologies Private Limited reserves the right to update or modify this Grievance Redressal Policy at any time. Should we make significant changes, we will notify you by email or through a prominent notice on our website. Your continued use of the website after any modifications constitutes your acceptance of the updated policy.