Grievance Redressal & Fair Practices Code

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1. Preamble

As a Non-Banking Financial Company regulated by the Reserve Bank of India, RSB Wealth Pvt. Ltd. has adopted this Fair Practices Code and Grievance Redressal Policy in line with RBI's Scale Based Regulations and Fair Practices Code guidelines, to ensure fair, transparent and courteous dealing with all customers.

2. Fair Practices Code — Key Commitments

• Loan applications will be processed and communicated in writing within a reasonable, disclosed timeframe.
• All terms and conditions, interest rates, fees and charges will be disclosed upfront through a Key Fact Statement before loan acceptance.
• No change to interest rates or charges will be made without prior notice to the borrower, and such changes will only apply prospectively.
• RSB Wealth Pvt. Ltd. will not resort to harassment — such as persistently calling borrowers before 8:00 AM or after 7:00 PM, or using intimidating language — for loan recovery.
• Recovery of dues shall be carried out through fair, legally compliant methods, with due respect for the borrower's privacy and dignity.
• All communication with customers will be in a language they understand, including vernacular languages on request.
• Customer grievances will be acknowledged, investigated and resolved within the timelines set out below.

3. Grievance Redressal — Escalation Levels

1. Level 1 — Customer Care: Raise your concern with our Customer Care team at info@wealthrsb.com or +91 98282 95655.
2. Level 2 — Grievance Redressal Officer (GRO): If unresolved within 7 working days, escalate in writing to our GRO — Ravi Kumar Jain, Grievance Redressal Officer, info@wealthrsb.com, +91 98282 95655.
3. Level 3 — Principal Nodal Officer: If still unresolved within 15 working days of Level 2 escalation, write to our Principal Nodal Officer — [Name, Designation], nodalofficer@wealthrsb.com [placeholder].
4. Level 4 — RBI Ombudsman: If your grievance remains unresolved after 30 days, or you are dissatisfied with our response, you may approach the RBI Ombudsman under the RBI Integrated Ombudsman Scheme (see Section 5).

4. Resolution Timelines

• Acknowledgement of a written complaint: within 2 working days.
• Resolution or a detailed status update: within 15 working days of receipt.
• Final resolution, where investigation is required: within 30 working days of receipt.

5. RBI Integrated Ombudsman Scheme

If your complaint is not resolved within 30 days, or you are not satisfied with the resolution provided by RSB Wealth Pvt. Ltd., you may file a complaint with the Reserve Bank of India under the RBI Integrated Ombudsman Scheme, 2021, at cms.rbi.org.in [placeholder — verify current portal] or by calling the RBI Contact Centre.

6. Escalation Contacts

Registered Office: SB-56, Sixth Floor, Pavilion, Tonk Road, Bapu Nagar, Jaipur, Rajasthan – 302015
Grievance Redressal Officer: Ravi Kumar Jain · info@wealthrsb.com · +91 98282 95655
Principal Nodal Officer: [Name] · nodalofficer@wealthrsb.com [placeholder]