Grievance Redressal Policy

MoneyMaitra is a brand of Astha Micro Finance Association. All loans on the MoneyMaitra platform are provided by Astha Micro Finance Association (hereinafter referred as “the Company”), incorporated on [[LEGAL-TBD]] having CIN U85310UP2016NPL086275, with registered office at Khasra No. 474 Major Ashram Tyagi Marg, Saddiq Nagar, Sihani Opp. DPS Meerut Road, Ghaziabad, Uttar Pradesh 201001, and business address at Khasra No. 474 Major Ashram Tyagi Marg, Saddiq Nagar, Sihani Opp. DPS Meerut Road, Ghaziabad, Uttar Pradesh 201001, and is a Section 8 company registered under the Companies Act, 2013 and exempted under Chapter III of the RBI Act, 1934.

The Company provides leverage technology to transform the lending experience - delivering fast, seamless access to credit tailored to your needs.

In compliance of RBI Master Direction – Non-Banking Financial Companies (Responsible Business Conduct) Directions, 2025, RBI/DOR/2025-26/362DOR.MCS.REC.No.281/01-01-039/2025-26 dated November 28, 2025, the Board has approved the Grievance Redressal Mechanism.

The Company acknowledges that adherence to the principles of responsible business conduct, customer fairness, transparency, accountability, and effective grievance redressal constitutes a fundamental regulatory obligation.

It is essential that grievances of the customers are given due consideration and quick action is taken to resolve the same. The Company shall ensure that all disputes arising out of decisions of the functionaries are heard and disposed of at least at the next higher level.

The Company shall have a robust grievance redressal mechanism that shall not be compromised in any manner on account of outsourcing.

The Board has appointed Rita Pandey as the Grievance Redressal Officer (GRO). The GRO is responsible for the overall functioning of the Company's grievance redressal mechanism. The GRO may be contacted at [[LEGAL-TBD]] or via email at info@moneymaitra.com.

Any customer/borrower having any grievance may contact/reach us through the following escalation mechanism:

• Level 1 - Customer Support: File a complaint via email at info@moneymaitra.com. Team will respond within 7 days. Also call Customer Care at +91 7428800313 or Complaint Helpline at +91 7428800313.
• Level 2 - Grievance Redressal Officer: If not resolved within 7 days, escalate to GRO Rita Pandey

  Tel: [[LEGAL-TBD]]

  Email: info@moneymaitra.com

• Level 3 - Nodal Grievance Redressal Officer: If not resolved within 15 days, escalate to the Nodal GRO via

  Tel: +91 7428800313

  Email: info@moneymaitra.com

• Level 4 - RBI Regulatory Authority: If still unresolved within one month, appeal to Officer-In-Charge of the jurisdictional Regional Office of DNBS of RBI

  Name: [[LEGAL-TBD]]

  Tel: [[LEGAL-TBD]]

  Email: [[LEGAL-TBD]]

  Address: [[LEGAL-TBD]]

The Board will periodically review compliance of this Code and the functioning of the grievance redressal mechanism.