Grievance Redressal Policy

NeoSaturn BFSI Technologies Private Limited

Website: NeoSaturn.in

Last Updated: 18 September 2026

1. Purpose of This Policy

NeoSaturn BFSI Technologies Private Limited has established this Grievance Redressal Policy to provide customers and users with a clear process for raising complaints relating to services, transactions, digital platforms, communications or customer support provided by NeoSaturn.

This Policy explains how a complaint can be submitted, how it is reviewed, how a customer can escalate an unresolved complaint and how the Company communicates the outcome.

2. Scope

This Policy applies to complaints received by NeoSaturn BFSI Technologies Private Limited in relation to the products, services and customer-facing processes operated by the Company.

Complaints concerning authorised service providers, business associates, agents or other parties engaged by the Company may also be reviewed where the complaint relates to services or processes provided on behalf of NeoSaturn.

Where a particular service is subject to specific legal or regulatory requirements, the Company will follow the requirements applicable to that service and its activities.

3. What You Can Complain About

Customers may raise complaints relating to matters such as

Issues with a service or digital platform provided by NeoSaturn
Incorrect or incomplete information provided by the Company
Customer support or communication issues
Transaction-related concerns
Delay in processing a service request
Unauthorised activity or suspected fraud relating to a service handled by the Company
Other service-related concerns involving NeoSaturn

Complaints should contain sufficient information to allow the Company to identify the customer, service and issue involved.

4. How to Register a Complaint

A customer can register a complaint using the official grievance or customer-support channels published by NeoSaturn on its website.

Customers should provide the following information wherever applicable

Full name
Registered mobile number or email address
Relevant application, account or transaction reference number
Date of the transaction or service request
Description of the complaint
Relevant supporting documents or records
Expected resolution, where applicable

Providing complete information can help NeoSaturn identify and investigate the complaint without unnecessary delay.

5. Primary Complaint Level

Customers should first submit their complaint through the designated customer-support or grievance channel of NeoSaturn.

The Company will review the complaint, examine the information available and may request additional documents or clarification where necessary.

The Company will communicate the outcome through an appropriate channel after completing its review.

Grievance Email: ns.nodaloffice@gmail.com

Customer Care: 9218182721

6. Complaint Review and Resolution

NeoSaturn will review each complaint based on the information and documents available to the Company.

During the review, the Company may contact the customer where additional information or clarification is required.

The Company will seek to resolve complaints within the applicable internal and regulatory timelines.

Where the nature of a complaint requires additional time for investigation, the customer may be informed about the status or expected resolution timeline, subject to applicable requirements.

7. Complaint Reference and Communication

Where applicable, NeoSaturn may provide a complaint reference number or other identification details after receiving a complaint.

Customers should retain the complaint reference and related communication when following up or requesting escalation.

The Company may communicate with the customer through email, telephone, written communication or another appropriate channel associated with the complaint.

8. Escalation to the Grievance Redressal Officer

If a customer is not satisfied with the response received at the primary level, or the complaint remains unresolved after the applicable response period, the customer may escalate the matter to the designated Grievance Redressal Officer.

An escalation should include the original complaint reference number, details of the earlier response and the reason for requesting further review.

9. Grievance Redressal Officer

Company: NeoSaturn BFSI Technologies Private Limited

Grievance Redressal Officer:

Email: ns.nodaloffice@gmail.com

Customer Care: 9218182721

10. Further Escalation

Where a complaint is subject to a regulatory grievance or ombudsman mechanism, and the applicable conditions for such escalation are satisfied, the customer may approach the relevant authority through its official grievance channel.

The availability of any regulatory escalation mechanism depends on the nature of the service involved and the regulatory framework applicable to NeoSaturn and that service.

Details of an applicable regulatory grievance mechanism will be provided through NeoSaturn.in or the relevant regulator’s official communication channels.

11. Fraud and Unauthorised Transactions

Customers should report suspected fraud, unauthorised transactions or suspected misuse of their account or personal information as soon as possible through the official customer-support or grievance channel of NeoSaturn.

Customers should provide the relevant transaction details, dates, reference numbers and supporting information so that the matter can be reviewed.

Depending on the nature of the incident, additional verification, investigation or security procedures may apply.

12. Complaint Investigation

NeoSaturn will examine complaints using the information and records available to the Company.

The Company may obtain information from relevant internal teams or authorised service providers where required to investigate the complaint.

The Company may request additional information from the customer when the information already provided is insufficient to complete the review.

13. Resolution of Complaints

Depending on the facts and nature of the complaint, the resolution may include clarification of information, correction of an identified error, rectification of a service issue or another appropriate action.

The final response will be based on the records available, applicable contractual terms, Company processes and applicable legal or regulatory requirements.

14. Records and Confidentiality

NeoSaturn will maintain appropriate records relating to complaints and their resolution in accordance with applicable record-retention requirements and internal procedures.

Information submitted as part of a complaint will be handled in accordance with applicable privacy, confidentiality and information-security requirements.

15. Customer Feedback

Feedback received through the grievance process may be reviewed by NeoSaturn to identify recurring complaints, service issues and opportunities to improve customer-facing processes.

16. Policy Review and Changes

NeoSaturn may review this Policy periodically and update it when there are changes to its services, complaint-handling processes or applicable legal and regulatory requirements.

The latest version of this Policy will be published on NeoSaturn.in.

17. Contact for Grievances

For complaints and grievance-related communication, customers may use the official contact details published by NeoSaturn BFSI Technologies Private Limited.

Grievance Email: ns.nodaloffice@gmail.com

18. Disclosure

This Grievance Redressal Policy is published on NeoSaturn.in for information and reference of customers and users.

Customers should refer to the latest version published on the website when submitting or escalating a complaint.

Effective Date: 18 September 2026