Grievance Redressal Policy – Brightworth provide Financial Solutions

1. Introduction

We are committed to providing transparent, fair, and prompt services to all our customers. If you are dissatisfied with any service or have a complaint, you can raise a grievance through the channels mentioned below. We ensure that every grievance is acknowledged, reviewed, and resolved within the defined timelines.

2. How to Register a Grievance

Step 1: Customer Support (Level 1)

Customers may first contact our support team.
Email: accounts@brightworth.in
Phone:+91 96652 50743
Working Hours: Monday–Saturday, 10:00 AM – 6:00 PM

Turnaround Time: 48 hours

Step 2: Grievance Officer (Level 2)

If your issue is not resolved at Level 1, you may escalate the matter to our Grievance Officer.

Grievance Officer: Nitin Khaire
Email: accounts@brightworth.in
Phone: +91 9370288258
Address: Brightworth provide Financial Solutions

Turnaround Time: 7 working days

Step 3: Nodal Officer / Escalation Authority (Level 3)

If your grievance remains unresolved at Level 2, you may escalate it to the Nodal Officer.

Nodal Officer: Manoj K Sharma
Email: info@brightworth.in
Phone: +91 81144 – 93588
Turnaround Time: 15 working days

Step 4: Ombudsman / Regulatory Authority

If the grievance still remains unresolved, you may approach the relevant ombudsman or regulatory authority as per applicable financial regulations.

(Example for NBFCs under RBI)
RBI Integrated Ombudsman Scheme:
https://cms.rbi.org.in

3. Types of Complaints Handled

  • Loan processing delays
  • Incorrect repayment schedule
  • EMI/interest calculation issues
  • Loan closure / NOC problems
  • Document non-availability
  • Staff behaviour issues
  • Any other service-related concern

4. Response & Resolution Time

  • Acknowledgement: Within 24–48 hours
  • Resolution: As per internal timelines mentioned above
  • Tracking: Customers may request status updates anytime via email or phone

5. Customer Rights

  • Right to fair treatment
  • Right to transparent information
  • Right to timely redressal
  • Right to escalate unresolved grievances

6. Customer Responsibilities

  • Provide accurate details of the grievance
  • Share relevant documents or proofs
  • Allow reasonable time for resolution
X