Grievance Redressal System Stage-1 For any complaint / suggestion, customers can call on the Toll-Free Number: 18002-1001-02 from 9.00 AM to 5:00 PM Monday to Friday, or have their written complaint / suggestion available in each branch office of Sonata.Toll free helpline number is also printed on the loan card issued to the customer. Stage-2 If the grievance is not resolved within 15 working days, the complainant can contact Mr. Tarun Kumar Srivastava Grievance Redressal Officer IInd Floor, CP-1,PG Tower,Kursi Road, Vikas Nagar, Lucknow - 226022 Uttar Pradesh ,India +91-8400333781 Mon-Fri 9:00 AM – 5:00 PM, Sat 9:00 AM – 2:00 PM tarun.shrivastava@sonataindia.com Stage-3 If the complaint of a customer is not redressed within 7 days from the date of reference to stage 2, customer may call on the toll-free number mentioned below from 9:30 am to 6:30 pm Monday to Friday or can email on: customerfirst@kotak.com Toll Free Number:18602-6657-00 Stage-4 If the problem is still not resolved within 7 working days from the date of reference to stage 3 or the customer is not satisfied with the resolution, then customer may contact the nodal officer of Kotak Mahindra Bank Limited. Mr. A. Mohanr Nodal Officer Toll Free Number: 022-62042110 cbnodalofficer@kotak.com Stage-5 When dissatisfied with the solution, customers can call on the toll-free number mentioned in the microfinance institutions network (MFIN) from 9:30 am to 5:00 pm Monday to Friday, or have their written complaint / suggestion enrolled. Toll Free Number:18001-0210-80