This Grievance Redressal Policy explains how an individual or organisation may raise a concern or grievance with Novel Patterns and how such grievances will be reviewed and addressed.
This Policy applies to novelpatterns.ai, its associated webpages, enquiry and demo forms, digital communications, and products or services operated by Novel Patterns, to the extent applicable.
1. Scope of this Policy
A grievance may relate to matters including:
- access to or use of the Novel Patterns website;
- website functionality, forms or communications;
- concerns regarding Novel Patterns products or services;
- service or support-related concerns;
- privacy or personal data-related requests or concerns;
- suspected unauthorised use of personal information;
- incorrect, misleading or inappropriate content appearing on our website;
- intellectual property or content-related concerns;
- cybersecurity or suspected misuse of our digital resources;
- communications received from Novel Patterns; or
- any other matter directly relating to Novel Patterns for which an individual or organisation reasonably requires resolution.
Where a grievance relates to services supplied under a separate commercial agreement with Novel Patterns, the grievance may also be handled in accordance with the support, escalation, service-level or dispute-resolution provisions contained in that agreement.
2. Grievances Relating to Financial Institutions
Novel Patterns provides technology and software solutions that may be used by banks, non-banking financial companies, financial institutions, investment managers and other organisations.
In circumstances where Novel Patterns acts solely as a technology or service provider to such an organisation, Novel Patterns may not be the entity responsible for the underlying financial product, account, transaction or financial decision.
For example, grievances concerning:
- approval or rejection of a loan;
- loan amount, interest rate, charges or repayment terms;
- collections or recovery activity;
- credit policy or underwriting decisions made by a lender;
- investment decisions;
- portfolio performance;
- customer accounts maintained by a financial institution; or
- another regulated financial service
should ordinarily be raised with the relevant bank, NBFC, lender, investment manager or financial institution responsible for providing that financial service.
Where appropriate, Novel Patterns may assist the relevant institutional customer in investigating a technology-related component of such a grievance.
3. How to Raise a Grievance
A grievance may be submitted to the Grievance Officer using the contact details set out below.
The email subject may be written as: “Grievance – [Brief Description of Issue]”
To help us review the grievance efficiently, the complainant should, wherever possible, provide:
- full name;
- organisation name, if applicable;
- email address and contact number;
- description of the grievance;
- relevant date or period;
- product or service concerned, where applicable;
- supporting screenshots, correspondence, reference numbers or documents; and
- the resolution being requested.
4. Grievance Handling Process
Upon receiving a grievance, Novel Patterns will endeavour to follow the process below:
Certain matters may require additional time due to their complexity, dependence on third parties, contractual customers, technical investigation, regulatory requirements or other circumstances outside Novel Patterns’ immediate control.
If additional time is reasonably required, the complainant will, where appropriate, be informed of the status of the matter.
Where applicable law prescribes a shorter or different period for acknowledgement, action or resolution of a particular grievance, Novel Patterns will follow the legally applicable timeline.
5. Privacy and Personal Data Grievances
Individuals may contact Novel Patterns regarding concerns relating to personal data, including requests or questions concerning:
- personal information collected through the website;
- access to personal data;
- correction or updating of personal information;
- deletion or erasure requests, where applicable;
- withdrawal of consent, where applicable;
- use or disclosure of personal information;
- marketing communications;
- suspected unauthorised processing; or
- any other concern relating to the processing of personal data.
Such requests will be handled in accordance with Novel Patterns’ Privacy Policy and applicable data protection laws.
Where personal data is processed by Novel Patterns solely on behalf of a customer such as a bank, NBFC or another financial institution, that organisation may be the appropriate entity responsible for responding to the individual’s request.
In such circumstances, Novel Patterns may direct the individual to the relevant organisation or assist its customer in addressing the request, as appropriate.
Nothing in this Policy limits any rights available to an individual under applicable data protection legislation.
6. Security-Related Concerns
If you believe you have identified a vulnerability, unauthorised access, security incident or potential misuse involving Novel Patterns’ systems, website or services, please report the matter promptly to:
Email: nodalofficer@novelpatterns.com
Security reports should include sufficient information to enable our technical team to understand and assess the issue.
Users should not exploit, publicly disclose or unnecessarily access information belonging to another individual or organisation while investigating or reporting a suspected vulnerability.
7. Escalation
If a complainant believes that a grievance has not been adequately addressed, the complainant may request an escalation by replying to the grievance correspondence and clearly mentioning:
“Escalation Request – [Original Grievance Reference]”
The grievance will then be reviewed by an appropriate senior representative of Novel Patterns.
Where a statutory or regulatory appellate mechanism is legally applicable to a particular grievance, the complainant may also exercise the remedies available under the relevant applicable law.
8. Confidentiality
Novel Patterns will endeavour to handle grievances and information submitted in connection with them with appropriate confidentiality.
Information relating to a grievance may be shared internally with relevant employees, authorised representatives, service providers, professional advisers, customers or authorities where reasonably necessary to:
- investigate the grievance;
- provide a resolution;
- meet contractual responsibilities;
- protect the security of our services; or
- comply with applicable law or a lawful request.
Personal information submitted as part of a grievance will be processed in accordance with our Privacy Policy and applicable law.
9. Good-Faith Complaints
Novel Patterns encourages genuine grievances and constructive feedback. The grievance mechanism should not be used for:
- knowingly false complaints;
- fraudulent claims;
- threats or unlawful conduct;
- harassment;
- impersonation;
- abusive use of support channels; or
- attempts to obtain confidential or proprietary information without authority.
Novel Patterns reserves the right to take appropriate action where the grievance mechanism is intentionally misused.
10. No Restriction of Legal Rights
This Grievance Redressal Policy is intended to provide an accessible mechanism for addressing concerns relating to Novel Patterns.
Nothing contained in this Policy is intended to restrict any legal, contractual, statutory or regulatory rights or remedies available to Novel Patterns or to any complainant under applicable law.
11. Applicable Law
This Policy shall be governed by and interpreted in accordance with the laws of India.
Novel Patterns will comply with applicable provisions of data protection, information technology and other laws and regulations relating to grievance redressal, to the extent such provisions apply to Novel Patterns and its activities.
12. Updates to this Policy
Novel Patterns may update this Grievance Redressal Policy periodically to reflect changes in applicable laws and regulations, our products and services, our grievance handling processes, or our organisational or operational requirements.
The updated version will be published on the Novel Patterns website together with the revised “Last Updated” date.