1. REGULATORY INTENT AND CUSTOMER PROTECTION COMMITMENT

Fab Capital operates a technology-enabled debt marketplace platform established to enable startups and growth-stage enterprises to obtain capital through structured, transparent, and partner-led financing channels. Because our platform coordinates between businesses, capital providers, NBFCs, lenders, and institutional partners, we recognize that timely and accountable grievance resolution is a critical element of platform trust and regulatory responsibility.

Accordingly, Fab Capital has instituted a structured, multi-layer grievance redressal mechanism designed to ensure that every complaint, dissatisfaction report, or service concern raised by a user is recorded, assessed, investigated, and resolved within defined accountability timelines.

This framework is designed to ensure procedural fairness, escalation clarity, audit traceability, and regulatory alignment.

2. SCOPE OF COVERED GRIEVANCES

This grievance mechanism applies to complaints or concerns arising from:

• Platform onboarding processes
• Capital facilitation workflows
• Communication with capital specialists
• Documentation or verification handling
• Service delivery delays
• Funding coordination issues
• Partner or lender coordination concerns
• Platform conduct or service quality issues
• Miscommunication or processing disputes
• Service-related dissatisfaction

This framework applies to both applicants and funded customers using the Fab Capital platform.

3. FIRST-LEVEL RESOLUTION CHANNEL — ASSIGNED CAPITAL SPECIALIST

Each business or founder onboarded onto the Fab Capital platform is supported by a designated capital specialist or relationship representative. This specialist functions as the primary service interface and first-level resolution authority for operational or service concerns.

Users are expected to initially submit their complaint or concern directly to their assigned Fab Capital representative through officially recognized communication channels.

Upon receipt of a complaint at this level:

• The concern is logged internally
• A preliminary assessment is conducted
• Supporting documentation may be requested
• A resolution attempt is initiated
• Corrective coordination is undertaken where required

Fab Capital aims to provide a reasoned response or resolution outcome within fourteen (14) business days, subject to complexity and dependency on partner institutions.

4. SECOND-LEVEL ESCALATION — DESIGNATED GRIEVANCE OFFICER

If a complainant believes that:

• The first-level response is delayed, or
• The resolution is inadequate, or
• The matter requires independent review

the complaint may be escalated to the officially designated Grievance Redressal Officer of Fab Capital.

Escalations must include:

• Customer identity details
• Registered contact information
• Nature of grievance
• Prior communication records
• Supporting documents
• Description of attempted first-level resolution

Upon escalation:

• A formal grievance ticket is created
• Independent review is initiated
• Cross-functional assessment may be conducted
• Partner coordination may be triggered if needed
• A reasoned written response is issued

The Grievance Officer functions as the internal adjudication authority for unresolved service disputes within the platform’s operational scope.

Official grievance contact coordinates are published on Fab Capital’s website and platform communication pages.

5. THIRD-LEVEL ESCALATION — FUNDING INSTITUTION OR LENDER PARTNER

Fab Capital operates as a marketplace and facilitation platform and does not itself function as the lending institution in all funding transactions. Where capital is provided by an NBFC, bank, or regulated financial partner, certain grievances relating specifically to:

• Loan sanction terms
• Interest calculations
• Repayment schedules
• Charges imposed
• Recovery conduct
• Account servicing

may fall within the jurisdiction of the funding institution.

Where appropriate, customers may escalate unresolved financing-specific grievances directly to the concerned lending partner using the grievance channels published by that institution.

Fab Capital will reasonably assist in directing users to the appropriate partner escalation channel where jurisdiction lies outside platform control.

6. FINAL REGULATORY ESCALATION CHANNEL

If a complainant has exhausted:

• First-level Fab Capital representative review
• Grievance Officer escalation
• Concerned lender/NBFC escalation (where applicable)

and the complaint remains unresolved; the customer retains the right to approach the appropriate financial regulator complaint platform.

In the case of regulated lending partners operating under Indian financial regulation, complaints may be escalated through the complaint portal maintained by the Reserve Bank of India designated grievance system (commonly known as the Sachet complaint portal), subject to eligibility and regulatory scope.

Such escalation is a statutory right of the customer and is independent of Fab Capital’s internal grievance process.

7. RESPONSE TIME STANDARDS AND PROCESS DISCIPLINE

Fab Capital follows structured grievance handling timelines:

• Complaint acknowledgement — within reasonable operational time
• Preliminary review — initiated upon receipt
• Clarification request — where required
• Resolution attempt — within defined service window
• Escalation review — upon formal escalation request

Resolution timelines may be extended where:

• Third-party verification is required
• Lender partner input is required
• Regulatory consultation is necessary
• Fraud or risk investigation is involved

All grievance handling actions are documented for audit and compliance purposes.

8. RECORDKEEPING, AUDITABILITY, AND FAIR REVIEW PRINCIPLE

All grievance submissions are recorded within internal tracking systems. Fab Capital maintains complaint handling records to support:

• Service quality improvement
• Compliance audits
• Regulatory inspection readiness
• Dispute defence
• Process refinement

Each complaint is reviewed based on documented facts, communication records, and contractual terms, ensuring neutrality and procedural fairness.

9. MISUSE AND FALSE COMPLAINT SAFEGUARD

While Fab Capital encourages customers to report genuine concerns, the grievance system must not be used for:

• Malicious allegations
• Knowingly false claims
• Harassment submissions
• Coercive negotiation tactics

The platform reserves the right to classify and close complaints that are demonstrably abusive or non-substantive, while preserving customer rights for legitimate grievances.

10. POLICY UPDATES

This grievance framework may be strengthened or modified periodically to reflect:

• Regulatory developments
• Platform growth
• Partner ecosystem expansion
• Compliance best practices
• Audit recommendations

Updated versions become effective upon publication on Fab Capital’s official platform channels.

GRIEVANCE REDRESSAL OFFICER:

Mr. Gowtham Krishna

Email: hello@fabcapital.in