Grievance Redressal Policy

i. Preamble and Background

Fire Forex Private Limited is committed to delivering fair, transparent, timely, and efficient services to customers availing foreign exchange, foreign currency, forex card, outward remittance, student remittance, travel-related foreign exchange, and other permissible related services.

Timely and effective resolution of customer complaints is a vital aspect of responsible financial service delivery. This policy sets out a structured framework for the receipt, acknowledgement, investigation, resolution, escalation, monitoring, and reporting of customer grievances within defined timelines.

The objective of this policy is to ensure that customer concerns are handled with courtesy, accountability, and professionalism, while also strengthening internal controls, enhancing service quality, promoting compliance discipline, and supporting effective operational risk management.

ii. Defining Query, Request and Complaints

A) Query — A Query is a customer interaction where the customer seeks general information or clarification regarding AD-II Products, services, Remittance, currency exchange, Rates, or transaction status. These are informational in nature and do not require any follow-up action from the Company.

B) Request — A "Request" is a customer interaction requiring Fire Forex to perform a specific service or deliverable. These interactions have a defined turnaround time (TAT) and require action from Fire Forex (e.g. booking of foreign exchange rates, issuance of a forex card, duplicate invoice, SWIFT amendment, or correction of customer/transaction details).

C) Complaint / Grievance — "Complaint" means a representation by a customer (including walk-in customers) in writing or through other modes alleging deficiency in service on the part of the company or a delay (perceived or otherwise) in the delivery of the company's products or services with or without seeking relief thereon. This will include allegations of mis-sell / misinformation.

D) Deficiency in Service — Any shortcoming, inadequacy, error or delay in a service which the regulated entity is required to provide under applicable law, RBI directions, customer terms or internal service standards, which may or may not result in financial loss or damage to the customer.

iii. Objective of the Policy

• All customers are always treated fairly and without bias.
• All complaints, requests and queries received from customers are responded to with courtesy as per defined timelines.
• Customers are made completely aware of their rights so that they can opt for alternative remedies if they are not fully satisfied with our response or resolution to their complaint.

iv. Regulatory References

• Master Direction – Money Changing Activities (RBI/FED/2015-16/17; FED Master Direction No. 3/2015-16).
• Master Direction – Know Your Customer (KYC) Direction, 2016 (RBI/DBR/2015-16/18; DBR.AML.BC.No.81/14.01.001/2015-16).
• RBI FAQs – Money Changing Activities.
• RBI Complaint Management System (CMS).
• Foreign Exchange Management Act, 1999 and Rules / Regulations thereunder.

v. Applicability

• All branches of the company and all personnel involved in the functioning of operations of the company.
• Business Correspondents, outsourced employees, Forex Correspondents, agents and third-party products distributed / referred by the company.
• All transactions wherein Fire Forex is acting as a sub-agent or as an Agency business.
• All channels across products which the company has enabled for customers to carry out transactions and avail services.

vi. Communication of the Policy

The Grievance Redressal Policy will be published on the comprehensive notice board of the branches and on the company's website.

vii. Grievance Redressal Mechanism

Level 1 – Front-end touchpoints. Customers may register their grievances on any of the products and services through any of the following channels:

• Any of the branches of Fire Forex.
• The phone centre and call centre of the company listed on the website and social media.
• Email of the company.
• Fire Forex support webpage where customers can lodge complaints.
• Fire Forex social media handles.

The company has a defined turnaround time of 10 days for a response related to Level 1 complaints / disputes / concerns.

Level 2 – Circle Nodal Officer / Nodal Officer at HO

If the customer is not satisfied with the response offered, the matter may be referred to the Nodal Officer, who will acknowledge the issue and record it in the system. The company has a defined turnaround time of 10 days for a response.

• Write: Nodal Officer, Fire Forex Private Limited, G-19, 20 & 21, Ground Floor, Suneja Tower – 1, District Centre, Janakpuri, Delhi 110058.
• Email: card@fireforex.in
• Call: 011-40455189 (10:00 am to 6:00 pm, Monday to Friday, except government notified holidays).

viii. Principal Officer (Level 3)

If a customer is not satisfied with the response provided, the customer may escalate the matter to Level 3, i.e. the Principal Officer, for further review and resolution. The company has a defined turnaround time of 10 days for a response at this level.

• Write: Principal Officer, Fire Forex Private Limited, G-19, 20 & 21, Ground Floor, Suneja Tower – 1, District Centre, Janakpuri, Delhi 110058.
• Email: neeraj@fireforex.in
• Call: 011-40455189 (10:00 am to 6:00 pm, Monday to Friday, except government notified holidays).

ix. Office of the RBI Ombudsman (Level 4)

• If the customer's issue remains unresolved after approaching Level 1 / Level 2 / Level 3, or if the company has not provided a resolution within 30 days (or within timelines prescribed by RBI guidelines, whichever is longer), or the customer is dissatisfied with the company's response, the customer may approach the RBI Ombudsman.
• The complaint should be made to the RBI Ombudsman within 90 days from the date on which the timeline specified above expires, or the date of the last communication from the company, whichever is later.
• Customers may also use RBI's Complaint Management System (CMS) at https://cms.rbi.org.in or contact the RBI Contact Centre at 14448.

x. Acknowledgement & Resolution

Complaints / concerns will be acknowledged upon receipt, and the acknowledgement will state the TAT for an update or resolution. Once the case investigation / research is completed, a detailed response along with key information / supporting documents (as applicable) is communicated by the company.

xi. Governance & Review Mechanism

The Company has set up committees and review mechanisms to monitor and review the quality of customer service and grievance redressal, including the Customer Service Committee of the Board (which meets quarterly), branch-level customer service meetings, the Internal Ombudsman, and a dedicated service quality review team. Aggrieved customers may walk into any branch on a working day without a prior appointment to meet a designated senior officer / branch manager / general manager.

xii. Indicative Timeframes (Annexure)

xiii. Related Policies

• Privacy Policy
• Terms & Conditions