Grievance Redressal Policy
Version 1.0 · Effective date: 21 September 2026 · Last updated: 21 September 2026
1. Grievance Officer
Shraddha Rathod, Head of B2B Collections · info@kenstonecapital.in (subject: "Grievance Officer") · +91 80 6824 8827 · Kenstone Capital Debt Consulting Private Limited, Sabari Complex, Field Marshal Cariappa Road, Shanthala Nagar, Ashok Nagar, Bengaluru 560025. The Grievance Officer is the person named for the purposes of the Digital Personal Data Protection Act, 2023 and the Information Technology (Reasonable Security Practices) Rules, 2011, and reports to the directors. If your complaint concerns the B2B Collections team that the Grievance Officer leads, or the Grievance Officer herself, you may address it directly to a director, and it will be investigated by a person outside that team.
2. Routes — pick the one that fits
| Complaint type | Who raises it | Route | First responder |
|---|---|---|---|
| Client service, reporting or fee complaints | Clients | Email info@kenstonecapital.in (subject: "Grievance Officer") with the SOW reference; or the Client Complaint Form | Head of B2B Collections |
| Conduct of a collector, caller or field agent | Debtor businesses, their staff, anyone | Debtor Complaint form at https://www.kenstonecapital.in/debtor-complaint; email; post; the number on the notice | Grievance Officer |
| Field-visit complaints (timing, behaviour, entry, disruption) | Debtor businesses | Same as above; mark "field visit" | Grievance Officer, with the Operations lead |
| Payment or reconciliation complaints (a payment not credited, a wrong balance, a demand after payment) | Debtors, clients | Email with the reference and proof of payment | Finance, with the practitioner |
| Privacy complaints and rights requests (access, correction, erasure, consent withdrawal, nomination) | Any Data Principal | Privacy Rights Request form at https://www.kenstonecapital.in/privacy-request; info@kenstonecapital.in (subject: "Privacy") | Grievance Officer |
| Website complaints (content, accessibility, security) | Visitors | info@kenstonecapital.in; Security Disclosure route for vulnerabilities | Growth lead |
| Complaints about an independent advocate | Clients, debtors | We pass the complaint to the advocate and, if the client wishes, help it approach the State Bar Council; we cannot adjudicate professional conduct | Legal coordination |
| Whistleblowing by staff or contractors | Employees, agents | Any director, in person or in writing marked "Confidential — for the Directors" | A director |
You may complain in English, Kannada or Hindi; we will arrange other languages where we can.
3. What to include
Your name and how to reach you; whether you are the debtor business, a client, a representative or a member of the public; the Kenstone reference on any notice or the client's name; what happened, when, and who was involved; what you want us to do; and any supporting material (a recording, a message, a photo). Anonymous complaints are accepted and investigated as far as the information allows.
4. How we handle a complaint
| Step | What happens | Timeline |
|---|---|---|
| Acknowledgement | Written acknowledgement with a reference number and the name of the person handling it | Within 2 working days |
| Pause | Where the complaint alleges intimidation, unauthorised disclosure, a fake notice, contact with unconnected persons, or a money irregularity, contact on that matter is paused pending investigation | Same day |
| Evidence preservation | The file, any call recordings, messages, visit reports and platform logs for the matter are placed on hold and cannot be edited or deleted | Same day |
| Investigation | By a person not involved in the matter: record review, statements from the staff concerned, contact with the complainant for clarification | Within 10 working days |
| Decision and response | A written response: what we found, whether the complaint is upheld in whole or part, what we are doing about it, and what you can do next | Within 15 working days of acknowledgement (privacy complaints: within 30 days, and never later than the 90-day statutory limit) |
| Corrective action | Apology; correction of records; withdrawal of a collector from the matter; retraining; process change; disciplinary action; report to the client | As decided |
| Closure | Closure letter with the reference and the outcome | With the decision |
| Escalation | If you are not satisfied, write to a director at the same address quoting the reference; the director reviews and replies | Within 10 working days |
| Reopening | A closed complaint is reopened if new evidence appears within 6 months | On request |
Complex complaints may take longer; we tell you why and when to expect a reply.
5. What we will not do
We will not retaliate against a complainant, escalate collection activity because a complaint was made, or share the complaint with anyone who does not need it. Complaints are not disclosed to the debtor's or the client's counterparties.
6. Records
Complaints, evidence and outcomes are kept for 5 years after closure in a register that records date, type, reference, outcome and corrective action. The register is reviewed monthly by the Grievance Officer and annually by the directors, and trends feed training.
7. External remedies
Our internal process does not limit your rights. Depending on the issue you may approach: the Data Protection Board of India (data-protection complaints, once the Board's complaint mechanism is operational under the DPDP Rules, 2025) after using our process; the civil courts at Bengaluru or where the cause arose; the police where conduct is alleged to be criminal; the State Bar Council for an advocate's conduct; and, where we act for a bank or financial institution, that lender's own grievance redressal mechanism and, for complaints against the lender, its Ombudsman route. The Reserve Bank's Integrated Ombudsman Scheme applies to complaints against regulated entities, not against Kenstone, and we do not suggest otherwise.
8. Review
This policy is reviewed annually. Earlier versions are available on request.
Earlier versions of this document are available on request from info@kenstonecapital.in. Questions or complaints: Grievance Redressal Policy.