Legal

Grievance Redressal Policy

Effective Date: April 2025

In accordance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023, DB Capital Private Limited (operating as Matra Financial) has established the following Grievance Redressal mechanism for users of www.matrafinancial.com.

1. Grievance Officer

Matra Financial has designated a Grievance Officer to address complaints and concerns raised by users in relation to the use of this website and the handling of personal data.

Designated Officer

Neha Kapoor

Organisation

DB Capital Private Limited

Email

contactus@matrafinance.com

Address

One Horizon Center, Golf Course Road, DLF Phase 5, Sector 43, Gurugram, Haryana 122002, India

2. Scope of Grievances

You may file a grievance with respect to any of the following:

  • Alleged violations of your rights under the DPDP Act, 2023, including concerns about data collection, storage, use, or sharing.
  • Content on the website that you believe is unlawful, harmful, harassing, or in violation of applicable law.
  • Breach of the Terms of Use, Privacy Policy, or Disclaimer published on this Site.
  • Any other concern relating to our digital operations or your personal data.

3. How to File a Grievance

To file a grievance, please send a written communication to the Grievance Officer at contactus@matrafinance.com. Your grievance should include:

  • Your full name and contact details.
  • A clear description of the nature of your complaint or concern.
  • The specific content, data, or incident to which your grievance relates, along with any relevant dates or URLs.
  • Any supporting documentation or evidence you wish to provide.

4. Acknowledgement and Resolution Timeline

  • We will acknowledge receipt of your grievance within 24 (twenty-four) hours of submission.
  • We will endeavour to resolve your grievance within 72 (seventy-two) hours of receipt where the matter is straightforward, and within 15 (fifteen) days for grievances requiring investigation or third-party coordination.
  • In cases of complexity or where external parties are involved, we will communicate an anticipated resolution timeline within the initial 15-day period.

5. Escalation

If you are not satisfied with the resolution provided by the Grievance Officer, you may escalate your complaint to the relevant regulatory authority, including the Data Protection Board of India once constituted under the DPDP Act, 2023, or any other body having jurisdiction over the matter.

6. Data Protection Queries

For queries specifically relating to your rights under the DPDP Act, 2023, including requests for access, correction, or erasure of your personal data, please refer to our Privacy Policy or contact the Grievance Officer directly at the details provided above.