Grievance Redressal Policy

1. Preamble / Objective

Venus Barter Private Limited ("the Company") is committed to providing efficient, fair, and prompt redressal of customer grievances. This policy is formulated in compliance with RBI guidelines to ensure transparent handling of complaints, prevent recurrence, and uphold customer trust.

The Company aims to resolve all complaints within the stipulated timelines and escalate unresolved issues appropriately.

2. Scope

This policy covers all grievances/complaints from customers/borrowers relating to:

• Loan application, appraisal, sanction, disbursement
• Interest rates, fees, charges, penal interest
• Repayment, foreclosure, prepayment
• Recovery practices
• Customer service, privacy, or any other service offered through the VMoney platform or otherwise

Anonymous complaints may not be entertained unless they involve serious regulatory violations.

3. Channels for Lodging Complaints

• Email: helpdesk@vmoney.in
• Phone: Customer Care / Grievance Officer – +91 95121 82186
• Website/App: Dedicated complaint section (if available) or via registered email/mobile linked to loan account
• Letter: Registered Office – 71, Metcalfe Street, 3rd Floor, Room 302, Kolkata, West Bengal – 700013

Customers must mention Loan Account Number / Application Number, registered mobile/email, and detailed description of the issue.

4. Grievance Redressal Mechanism & Escalation Matrix

• Level 1 – Customer Service / Frontline Team
  • Acknowledgement: Within 1 working day (Email)
  • Resolution Timeline: Maximum 7–10 working days
  • Contact: helpdesk@vmoney.in
• Level 2 – Grievance Redressal Officer (If not satisfied with Level 1 resolution or no response within 10 days)
  • Name: Mr. Sunandan Kumar
  • Contact: +91 95121 82186 | Email: grievance@venusbarter.com
  • Resolution Timeline: Within 15 working days from receipt at this level (overall maximum 30 days from initial complaint)
• Level 3 – Principal Nodal Officer / Internal Escalation (If still unresolved)
  • Name: Mr. Sudarshan Dhomeja
  • Resolution Timeline: Within 30 days from initial receipt
• Level 4 – External Escalation (RBI Integrated Ombudsman) (If unresolved within 30 days or dissatisfied with final response)
  • File complaint under Reserve Bank – Integrated Ombudsman Scheme, 2021
  • RBI CMS Portal: https://cms.rbi.org.in
  • Physical form to concerned RBI Ombudsman (details on RBI website)
  • No fee for filing; free of cost to customer

The Company shall provide details of RBI Integrated Ombudsman Scheme (RB-IOS) in the acknowledgement and on the website.

5. Key Commitments & Timelines

• All complaints shall be acknowledged promptly (maximum next working day).
• Maximum resolution time: 30 days from date of receipt (as per RBI norms).
• If additional time is required, the customer shall be informed in writing with reasons and expected resolution date.
• No charges for grievance redressal.
• The Company shall not discriminate or retaliate against complainants.
• All complaints shall be recorded, tracked, and analyzed for root cause and preventive action.

6. Internal Ombudsman (if applicable)

As per RBI directions (2026), if the Company meets the applicable threshold, complaints not resolved within the specified time shall be escalated internally to the Internal Ombudsman for independent review.

7. Display & Communication

• This policy shall be displayed on the website (www.venusbarter.com), VMoney app, loan agreement, sanction letter, and branches (if any).
• Grievance Officer and escalation details shall be mentioned in the Key Facts Statement (KFS) and welcome kit.

8. Review & Approval

• This policy shall be reviewed annually or upon change in RBI guidelines.
• Approved by the Board of Directors.
• Last reviewed: 16th Jan 2026