Grievance Redressal Policy of PAKISNOVA

At PAKISNOVA (hereinafter referred to as "the Company"), we recognize that exceptional customer service is vital for sustainable business growth. Our commitment is to provide our customers with exemplary service, as we believe prompt and efficient responses are essential for maintaining existing relationships. Customer satisfaction is our top priority.

Customer complaints serve as a crucial feedback mechanism, and this policy outlines our structured grievance redressal framework. We aim to address complaints effectively and minimize the recurrence of similar issues through a robust review process. Our Grievance Redressal Policy is founded on the following principles:

1. Customers are treated with fairness and respect at all times.
2. Complaints raised by customers are handled courteously and promptly.
3. Customers are informed of their rights and the escalation process if they are dissatisfied with the resolution provided.
4. Complaints are addressed efficiently and fairly.
5. All complaints are thoroughly investigated to ensure an objective and impartial resolution, maintaining transparency throughout the process.
6. Feedback from customers is valued and used as an opportunity for continuous improvement, helping to prevent similar issues from arising in the future.
7. A dedicated team is assigned to monitor the complaint resolution process, ensuring timely follow-up and effective communication with the customer until the matter is fully resolved.

Awareness of the Grievance Redressal Mechanism

At PAKISNOVA, customer delight is our utmost priority. We are dedicated to offering our customers a best-in-class experience. We welcome feedback and strive to enhance our services based on your suggestions, which help us identify areas for improvement.

Customers can record grievances or provide feedback either verbally or in writing. Complaints can be registered through any of our service channels outlined below, and an initial response is expected within seven working days from the date of registration.

If a customer does not receive a response within the specified timeframe or is dissatisfied with the response, they may escalate the complaint to the next level.

The Grievance Redressal Mechanism:

1. How to Lodge a Complaint:Customers with grievances or feedback regarding our products and services can reach out through the following channels:
   • Phone:________________
   • Email:___________________
   • Postal Address:__________________ 

.

2. Information Required:When lodging a complaint, customers should provide their loan details, including:
   • Loan Account Number
   • Description of Feedback/Suggestion/Complaint outlining the issues
   • Valid contact information (phone number, CNIC and email ID) registered with the Company during the loan application.
3. Timeline for Complaint Resolution:We have established appropriate following timelines for each type of complaint, considering the necessary investigations involved.

3.1 Acknowledgment: The complaint received would be duly acknowledged within one working day to seven working days and in case of complaints received after the working hours, the next working day would be considered the receipt day. 

3.2 Interim Reply: If the complaint requires detailed scrutiny/investigation, within 5 working days from the date of acknowledgement of receipt of the complaint, it will be intimated to the complainant regarding detailed scrutiny/investigation required against the acknowledged complaint.

3.3 Final Reply: Complaints that do not require detailed scrutiny/investigation shall be resolved within 15 working days and complaints that require detailed scrutiny/investigation shall be resolved within 30 working days.

4. Escalation Process:Customers are encouraged to first contact and raise their concerns through our aforementioned primary support channels. If there is a delay or inadequate response, complaints may be escalated to the Grievance Officer, whose contact details are as follows:
   • Grievance Officer :____________
   • Office Address: ___________________
   • Email:____________________ 

 The Grievance Officer will strive to resolve grievances within five days of receipt.

5. Escalation to the Regulatory Authority:For unresolved grievances, customers may escalate their issues to the Securities Exchange Commission of Pakistan.

We are committed to resolving all customer complaints at our level and ensuring customer satisfaction.

Record Keeping:

The Company will keep the record of the Complaints for a period of two years.

Monthly Report to SECP:

In compliance with SECP Regulations, the Company submit report to Commission on a monthly basis including following information:

1. of Complaints outstanding with Previous Month
2. Total No. of Complaints during Current Month

• Nature of Repetitive Complaints

1. of Complaints Resolved
2. of Complaints Outstanding
3. Satisfaction ratio;

• Average time taken for disposal of a complaint; and
• Monthly trend analysis of complaints received and disposed

Compliments

We strive to provide exceptional service to all our customers. If you are pleased with our service or appreciate any specific efforts, we would love to hear about it at ___________ [email]. Your feedback will motivate our team to continue delivering outstanding service.