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Grievance redressal

Regulatory status (read this first)

Mintifi Global Finance (IFSC) Private Limited is registered with IFSCA and is authorised to conduct factoring and forfaiting of receivables from GIFT City IFSC. This grievance mechanism covers both data-protection complaints and complaints relating to the conduct of that business.

Our Grievance Officer

Mintifi Global Finance (IFSC) Private Limited has appointed a Grievance Officer, for the purposes of the Digital Personal Data Protection Act, 2023 (“DPDP Act”) and for complaints generally. Grievance Officer: Jitendra Gupta. Contact: hello@mintifiglobal.com.

Complaint Redressal Officer and Appellate Officer

As required by IFSCA Circular F. No. IFSCA-LPRA/3/2024 (2 December 2024), the officers responsible for complaints are:

What to include in a complaint

To help us act on your complaint promptly, please include:

  • Your full name and contact details.
  • The nature of your grievance — whether it concerns how we process your personal data, a financial/transactional matter, or both.
  • A description of the specific act or omission you are complaining about, with any relevant transaction reference or data point.
  • The date the issue occurred or that you became aware of it.
  • Any prior correspondence with us on the matter.

Acknowledgement and resolution timelines

Our grievance process follows IFSCA Circular F. No. IFSCA-LPRA/3/2024 (2 December 2024) on complaint handling and grievance redressal by regulated entities in the IFSC. The timelines are:

  • Acknowledgement: within 3 working days of receiving your complaint.
  • Resolution by the Grievance Officer: preferably within 15 days, and in any case no later than 30 days.
  • Review by our Complaint Redressal Officer (Jitendra Gupta, hello@mintifiglobal.com): if you are not satisfied, or the timeline above is missed, you may ask for your complaint to be escalated to the Complaint Redressal Officer, who decides it preferably within 15 days and no later than 30 days of receiving it.
  • Appeal: you may appeal the decision to our Complaint Redressal Appellate Officer (Jitendra Gupta, hello@mintifiglobal.com), preferably within 21 days of receiving it. The appeal is decided within 30 days of receipt.

If a timeline is missed, the complaint moves to the next level and the delay is recorded and reported to our Board.

Escalation if unresolved

If your grievance is not resolved to your satisfaction by our Grievance Officer within the timeline above, you may escalate as follows. Please note: this entity is regulated by IFSCA, not by the Reserve Bank of India. The RBI Integrated Ombudsman Scheme / Banking Ombudsman Scheme does not apply to Mintifi Global Finance (IFSC) Private Limited — do not use RBI Ombudsman channels for this entity.

  • For data-protection grievances (how we collect, use, store, or share your personal data): if unresolved by our Grievance Officer, you may file a complaint with the Data Protection Board of India, established under the DPDP Act.
  • For financial-conduct grievances (relating to the entity’s regulated business conduct): if the matter is not resolved to your satisfaction after the internal steps above, or we do not complete them within the timelines, you may escalate to the International Financial Services Centres Authority (IFSCA) by email to grievance-redressal@ifsca.gov.in, preferably within 21 days of receiving our final decision (IFSCA Circular IFSCA-LPRA/3/2024, 2 December 2024).

These two routes are not mutually exclusive — a grievance that has both a data-protection dimension and a financial-conduct dimension may be pursued through both bodies at the same time; a decision by one does not bind the other.

Changes to this policy

We will update this policy, including the timelines and escalation details above, as IFSCA guidance and the DPDP Rules are finalised and confirmed.

Raise a grievance — hello@mintifiglobal.com