1. Anonymous complaints (except whistleblower complaints).

2.Incomplete or un-specific complaints.

3. Allegations without supporting documents.

4. Suggestions or seeking guidance/explanation.

5. Complaints on matters not relating to the financial products or services provided by the Regulated Entity.

6. Complaints about any unregistered/ un-regulated activity.

7. Seeking information or clarifications about financial products or services.

(a) Customer-Centricity: All initiatives, procedures, and strategies implemented by Betafront are developed with the consumer's interests as the primary focus.

(b) Fair and Equitable Treatment: Every consumer shall be treated fairly, respectfully, and without bias, regardless of the nature or source of the grievance.

(c) Courtesy and Timeliness: All complaints shall be handled with professional courtesy, and the Company is committed to providing timely responses and resolutions.

(d) Integrity and Good Faith: All Betafront employees shall act with integrity, impartiality, and good faith in their interactions with consumers, ensuring that no grievance is addressed with prejudice or delay.

(e) Transparency and Escalation: Consumers shall be clearly informed of the channels available for escalation within the organization and shall be made aware of their rights in the event that their concerns are not resolved satisfactorily or within the defined timelines.

Betafront is committed to ensuring that all customer complaints are received, acknowledged, and recorded through accessible and transparent channels.

Complaints may be submitted by consumers through any of the following modes:

(i) Physical letters

(ii) Email

(iii) Telephone

(iv) In-person visits

Additionally, complaints may be received from external entities such as regulatory bodies, legal representatives, advocates, and consumer forums.

All complaints are centrally handled by the Customer Service Department – Level 1, at the Company's corporate office to ensure consistency, traceability, and accountability in grievance management.

For quick resolution, customers may contact Betafront through the following channels:

Phone: +91 70226 26790

Email: support@getbelong.com

Upon receipt of a complaint, the Customer Service Department shall record the following key details:

● Full contact information of the complainant

● Nature of the complaint and the relief sought

● Any supporting documentation or contextual information

(i) The Company endeavours to resolve complaints at the first point of contact, i.e., through its Customer Service Department, within 15 (fifteen) days of receipt.

(ii) In case a customer is dissatisfied with the response or if the complaint is not resolved within the defined timelines, the matter may be escalated to the Complaint Redressal Officer (CRO) - Level 2 - by writing to:

Prakash Chudasama

Complaint Redressal Officer (CRO)

Betafront Securities (IFSC) Pvt. Ltd.

Unit 147, Pragya Accelerator 2, Building 15B, Block 15, GIFT City, Gandhinagar, Gujarat, India 382355

Email: grievance@getbelong.com

(iii) The CRO shall endeavour to resolve or reject the complaint preferably within 15 days, and in exceptional cases, within 30 days from the date of receipt.

(iv) The combined turnaround time for resolution under Level 1 and Level 2 of the grievance redressal process shall not exceed 30 (thirty) days from the date of receipt of the complaint.

(v) Each complaint shall be reviewed on its individual merits. Upon:

(a) Acceptance: A written acknowledgment shall be issued within 3 working days.

(b) Rejection: A written intimation including specific reasons shall be provided within 5 working days.

(vi) Customers must reference their registered email ID, contact number, or relevant identifiers (e.g., application number, sanction/account number, complaint reference number) in all correspondence related to the grievance.

(vii) The CRO holds sufficient authority to make binding decisions and may consult relevant internal departments to facilitate resolution.

(viii) The CRO is expected to act with fairness, impartiality, and professionalism. Where the CRO has been involved in the subject matter of the complaint, an alternate impartial officer shall be designated to handle the case.

(ix) For complaints received via regulatory authorities, a ticketing mechanism is used to document, monitor, and resolve such grievances on an expedited basis.

(x) Anonymous complaints (excluding legitimate whistleblower complaints) shall not be addressed under this Policy.

(xi) The Company reserves the right to either resolve or reject a complaint. In cases of rejection, the reasons shall be communicated to the complainant in writing.

If a complainant is dissatisfied with the resolution provided by the Company or the Complaint Redressal Officer (CRO) at Level 2, or if the complaint has been explicitly rejected, the complainant may escalate the matter by filing an appeal with the Complaint Redressal Appellate Officer (CRAO) - Level 3 - within 21 (twenty-one) days from the date of receipt of the CRO's decision.

Upon receipt of an escalation, the Company shall:

● Acknowledge the appeal via email within 2 (two) working days.

● Provide a written resolution or closure response, including rationale for acceptance or rejection, within the prescribed timeframe of 30 days.

The Company has appointed the following senior official as the CRAO:

Mr. Ankur Choudhary

Director & Complaint Redressal Appellate Officer (CRAO)

Betafront Securities (IFSC) Pvt. Ltd.

Unit 147, Pragya Accelerator 2, Building 15B, Block 15, GIFT City, Gandhinagar, Gujarat, India 382355

Email: grievance-crao@getbelong.com

Where the complainant remains unsatisfied after exhausting the Company's internal escalation channels (Level 1, 2 & 3), they may lodge a complaint with the International Securities Centres Authority (IFSCA).

Such a complaint must be submitted within 21 (twenty-one) days from the date of receipt of the final response from the Company.

Email: grievance-redressal@ifsca.gov.in

● Register of complaints received and processed

● All correspondence exchanged between the Company and the complainant

● Documentation, evidence, and information reviewed in the course of complaint handling

● Final resolution or outcome of each complaint

● Reasons provided in cases where complaints were rejected

● Aggregate data on all complaints handled by the Company, including those received via regulatory bodies

All such records shall be preserved in digitally retrievable formats and stored securely for a period of eight (8) years from the date of receipt of the complaint.

Provided that in case of any pending litigation relating to the complaint, the records shall be maintained for 8 (eight) years, after final disposal of the legal proceedings.

The Company shall submit periodic reports on complaint handling to the Authority (IFSCA) in the form, format, and frequency as prescribed by the Authority from time to time.

The name and contact details of the designated Complaint Redressal Officer (CRO) shall be prominently displayed for the benefit of consumers seeking redressal related to the Company's products and services.

● Ensuring that the receipt, processing, and resolution of consumer complaints are in full compliance with the applicable provisions and guidelines issued by the Authority (IFSCA);

● Monitoring the effective implementation of this Policy across all operational and reporting levels; and

● Facilitating internal audits, regulatory submissions, and corrective actions in case of any procedural deviations or non-compliance.