203 | Annual Report | 2025-2026 Note 49: Disclosures pursuant to the Reserve Bank of India Master direction circular RBI/DOR/2025-26/359 DOR.ACC.REC.No.278/21.04.018/2025-26 updated on November 28, 2025. (cont’d) Arohan Financial Services Limited Notes to financial statements for the year ended March 31, 2026 (cont’d) (All amounts in ₹ lakhs unless otherwise stated) ix) Disclosure of customer complaints Particulars As at March 31, 2026 As at March 31, 2025 a) Complaints received by the NBFC from its customers 1. Number of complaints pending at beginning of the year 22 28 2. Number of complaints received during the year 5,171 2,205 3. Number of complaints disposed during the year 5,082 2,211 3.1 Of which, number of complaints rejected by the NBFC - - 4. Number of complaints pending at the end of the year 111 22 b) Maintainable complaints received by the NBFC from office of ombudsman 5. Number of maintainable complaints received by the NBFC from office of ombudsman 53 29 5.1 Of 5, number of complaints resolved in favour of the NBFC by office of ombudsman 48 29 5.2 Of 5, number of complaints resolved through conciliation/ mediation/ advisories issued by office of ombudsman - - 5.3 Of 5, number of complaints resolved after passing of awards by office of ombudsman against the NBFC - - 6. Number of awards unimplemented within the stipulated time (other than those appealed) - - Note: Maintainable complaints refer to complaints on the grounds specifically mentioned in Integrated Ombudsman Scheme, 2021 (Previously The Ombudsman Scheme for Non-Banking Financial Companies, 2018) and covered within the ambit of the Scheme. c) Grounds of complaints Particulars Number of complaints pending at the beginning of the year Number of complaints received during the year % increase/ decrease in the number of complaints received over the previous year Number of complaints pending at the end of the year Number of complaints pending beyond 30 days Year ended March 31, 2026 Non-observance of fair practices code 2 536 358.12% 52 20 Loans and advances 12 1,338 48.67% 9 - Staff behaviour 1 370 49.80% 4 - Levy of charges without prior notice/ excessive charges/ foreclosure charges - 34 21.43% 2 1 Mis-selling - 3 100% 1 - Others 7 2,890 216.54% 43 3 22 5,171 111 24 Year ended March 31, 2025 Non-observance of fair practices code 16 117 (69.53%) 2 - Loans and advances 4 900 122.22% 12 - Staff behaviour 1 247 22.28% 1 - Levy of charges without prior notice/ excessive charges/ foreclosure charges - 28 21.74% - - Mis-selling - - - - - Others 7 913 (34.03%) 7 - 28 2,205 22 -
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