1. All initiatives and strategies developed by Betafront are made with the customer as the prime focus.

2. All customers are always treated fairly and in an unbiased manner/ without bias.

3. Complaints raised by customers shall be dealt with courtesy and resolved in a timely manner.

4. All employees at Betafront must work in good faith and without prejudice to the interests of the customers.

5. Customers will be informed of avenues to escalate their complaints within the organization, and their rights in cases when their complaints are not resolved in a timely manner or when they are not satisfied with the resolution of their complaints.

6. To comply with the regulatory guidelines as required for this function.

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

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.

● Anonymous complaints (excluding legitimate whistleblower complaints) will not be addressed under this Policy.

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

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

Customer Care (Weekdays: 9:00 AM - 7:00 PM IST)

Phone: +91 70226 26790

Email: support@getbelong.com

(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:

Aryan Sham Deshpande

Complaint Redressal Officer (CRO)

Betafront Financial Services (IFSC) Pvt. Ltd.

Unit 109, Pragya Accelerator 2, Building 15B, Block 15, GIFT City, Gandhinagar, Gujarat, India 382355

Email: grievance@betafront.tech

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

(ii) The combined turnaround time for resolution under Level 1 and Level 2 of the grievance redressal process is 30 (thirty) days from the date of receipt of the complaint.

(iii) Each complaint will be reviewed on its individual merits. Upon:

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

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

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

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:

● Complaint or grievance will be acknowledged via email within 2 (two) working days.

● A written resolution or closure response, including rationale for acceptance or rejection will be provided within the prescribed timeframe.

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

Ms. Savitri Bobde

Director & Complaint Redressal Appellate Officer (CRAO)

Betafront Financial Services (IFSC) Pvt. Ltd.

Unit 109, Pragya Accelerator 2, Building 15B, Block 15, GIFT City, Gandhinagar, Gujarat, India 382355

Email: savitri@betafront.tech

The CRAO endeavours to provide a final resolution within 30 (thirty) days from the date of receipt of the appeal.

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 Financial Services Centres Authority (IFSCA).

Such complaints 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