Consumer Grievance Redressal Policy
1. Introduction
This policy explains how we handle complaints from our customers when their personal or credit information obtained from Experian India is involved. We are required to have clear and effective procedures in place so we can handle all complaints promptly and reasonably. All of our customers are important to us, and we believe you have the right to fair, swift and courteous service at all times. We always try to get this right but understand that sometimes things go wrong. This document sets out our grievance redressal procedures so you know what to expect from us in the unlikely event that you are unhappy with the service you receive and wish to make a complaint. We are committed to resolving all complaints fairly and quickly.
All references to “we” or “us”, refers to Prodigy Marketing Solutions Private Ltd (Company Number: U74999TN2018PTC121788) having its office at New No.19, Playground View Street, Nandanam Extension, Chennai, Tamil Nadu, India, 600035.
2. Does this policy apply to me?
This policy applies to all Indian resident customers who have given us permission to request their credit information from Experian India on their behalf as their authorised representative. It includes complaints about how we obtain, access, use, process or share that data.
If you have any complaints about other matters, which may relate to our services or the services of other Prodigy Finance Group Companies, please refer to our Complaints Handling Policy for instruction on how to submit those complaints.
3. How can I make a complaint?
You can make a complaint through any of these methods:
Email: compliants@prodigyfinance.com
Phone: 000 800 9190 242 (toll free)
Mail: Prodigy Marketing Solutions Private Ltd (Company Number: U74999TN2018PTC121788) having its office at New No.19, Playground View Street, Nandanam Extension, Chennai, Tamil Nadu, India, 600035, for attention: Complaints Manager
Please include in your complaint (if in writing):
Your full name
Contact information
Details of the complaint (what happened, when, and how it concerns your personal data)
Any documents or screenshots, if available
4. What Happens After You File a Complaint
We have a 3-tier grievance redressal process for dealing with complaints:
Tier 1 - Complaints Specialist: We will confirm that we have received your complaint within 5 working days. In this acknowledgement, we will include a copy of this policy and provide the name and title of the person who is handling your complaint. This person will have the authority to investigate and settle your complaint. Our complaints specialists will investigate your complaint and give you a final response within 30 working days.
Tier 2 - Complaints Manager: If you’re not happy with the final report, you can request the complaints specialist dealing with your complaint to escalate your complaint to the Complaints Manager or contact them directly.
Tier 3 - Head of Compliance (Nodal Officer): If you’re not satisfied with the response or final report from the Complaints Manager, you can escalate your complaint to our Head of Compliance.
5. Escalation Contacts
Complaints Manager: complaints@prodigyfinance.com
Head of Compliance (Nodal Officer): privacy@prodigyfinance.com
Experian India: https://www.experian.in/consumer-services/
6. Your rights
We will only collect and use your credit data with your permission. We promise to keep it safe and not share, use or process it without a valid reason. If your credit data that we received from Experian India is wrong, we will work with you and Experian India to fix it.
7. Keeping Records
We will keep records of your complaints and how we solved them for at least 5 years.
8. Policy Updates
We may update this policy from time to time. The latest version will always be available on our official website, https//:prodigyfinance.com/.
Effective Date: 25 June 2025
