Introduction
Customers have the right to withdraw the consent previously provided to Finyra Solutions Pvt. Ltd. regarding the use of their information. Customers may request us to delete or forget their data.
This includes withdrawing consent for:
- Specific use of the customer's information.
- Storing and sharing the customer's information with third parties and Lending Partners.
- Contacting customers for promotional or advisory purposes.
Upon receiving the request, we will purge the relevant information unless there is a legal or regulatory requirement to retain it.
Certain information may need to be retained for:
- Compliance with applicable laws and RBI/IRDAI guidelines.
- Enforcing legal rights or resolving ongoing disputes.
- Providing information to regulatory authorities for fraud or illegal activity investigations.
If a loan or credit card application was sent to a Lending Partner, or if the customer has an active loan or credit card from a Lending Partner facilitated by Finyra Solutions, that institution may continue processing customer information as required by law or until the applicable facility and dues are fully settled.
Procedure for Withdrawing Consent
To withdraw consent and initiate the data-purging process, customers can contact Finyra through the following channels:
We will process a valid request and ensure the customer's decision is respected across our systems, subject to applicable retention requirements.
Credit Information Deletion
Upon withdrawal of consent by the customer, the customer's credit information and fetched CIBIL/Experian reports shall be permanently deleted in accordance with applicable regulatory requirements.
The source policy states that deletion is to be completed within a maximum period of seven (7) working days from receipt of a valid consent-withdrawal request.
The customer shall be notified via registered email upon successful completion of the deletion process.
Metrics Evaluated by Management
To maintain service and compliance standards, Finyra Solutions evaluates grievance-handling metrics including:
Resolution Time
Average time taken to resolve grievances from receipt.
Policy Deviation
Instances where resolution differs from standard policy, together with the documented reason.
Customer Feedback
Ratings and feedback about the grievance-handling experience.
CSAT
Customer Satisfaction Score for the resolution provided.
Complaint Trends
Recurring grievance patterns used to identify improvements.
Escalation Matrix
If your consent-withdrawal or data-privacy concern is not addressed satisfactorily, you may escalate the matter according to the matrix in the source policy.
| Severity | Response | TAT | Officer | Contact |
|---|---|---|---|---|
| High | Immediately | 2–3 hours | Grievance Redressal Officer (GRO) | [email protected] |
| Medium | Within 24 hours | 24 hours | Grievance Redressal Officer (GRO) | [email protected] |
| Low | Within 2–3 days | 24–48 hours | Grievance Redressal Officer (GRO) | [email protected] |
We will send our final response or explain why more time is needed and shall endeavour to respond within the TAT stated above, measured from receipt of the query or complaint.
Credit Bureau Concerns
If the concern relates strictly to a Credit Information Report fetched by a bureau, the customer may contact TransUnion CIBIL directly through its official contact channel.
Visit TransUnion CIBIL contact & FAQ