Grievance Redressal Mechanism
1. INTRODUCTION
Customer service is extremely important for sustained business growth and as an organization Summup Fintech Private Limited (“Company”) strives to ensure that our customers receive exemplary service across different touch points. This Grievance Redressal Mechanism aims at ensuing prompt redressal of customer complaints and grievances. It also deals with the issues relating to services provided by the outsourced agency/agencies.
Customer complaints constitute an important voice of customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future.
The Grievance Redressal policy follows the following principles:
- Customers are treated fairly;
- Complaints raised by customers are dealt with courtesy and in a timely manner;
- Customers are informed of ways to escalate their complaints within the organization, and their rights if they are not satisfied with the resolution of their complaints;
- The employees work in good faith and without prejudice, towards the interests of the customers.
2. GROUNDS FOR FILING A COMPLAINT
Customers can raise/register complaint(s) on the subject in writing, containing the nature of grievance / deficiency, inter alia, about
- Non-observance of directions issued by RBI to NBFCs,
- Non-adherence to any of the provisions of RBI guidelines on Fair Practices Code, issued from time to time.
Complaint is not an enquiry, feedback or a request for data modification or inquiry about loan products/ schemes, interest rates or other requests/feedback which can be promptly clarified by Customer care.
Anonymous / incomplete complaints will not be addressed in terms of this Grievance Redressal Mechanism.
3. HOW TO RAISE COMPLAINTS?
The customer has a right to lodge/register his complaint if he/she is not satisfied with the services provided by the company or has a genuine ground for such complaint as indicated in para 2 above
Email to lodge a complaint:
Level 1 :
Mr. Rajiv Jain
Designation: Customer Grievance Officer
Address: Summup Fintech Private Limited, C3-124, Sobha City, Sector-108, Gurgaon, India - 122017
Email: support@suprb.in
Level 2 :
Partner NBFC grievance details
Himanshu Singh
Contact : +91 9289119401
Registered Address : 1st Floor, Commerz II, CTS NO 95 4 B 3 & 4 590, Oberai Garden City off Western Express Highway, Goregaon East, Mumbai, Maharashtra, India, 400063
Email: grievance@saloracapital.com
4. Content / information in Complaints
While raising a complaint by customer, following information must be provided by the customer/complainant in writing (e-mail etc.):
- Customer's full name
- Registered mobile number of the Customer in working condition
- Loan ID allotted by the Company regarding the complaint
- Specific details of the complaint/issue & supporting documents
- Registered E-mail address.
5. Resolution of Grievances
a) Grievances related to attitudinal aspects:
Such complaints should be handled courteously, sympathetically and above all swiftly. Misbehavior/ rude behavior with customers be treated at Zero tolerance level and immediate action is to be taken. The Company, under no circumstances, tolerates misbehavior of any degree by representative (payroll staff /outsourced).
b) Grievances relating to transactions /operations:
The Company would be responsible for ensuring rectification of entry / transaction if it comes under purview. If the company investigates & finds out that issues are due to any third party beyond its control/operations, customer care executive to guide the customer & provide him/her with avenues to escalate the issue
6. Internal Machinery to Handle Customer Complaints
The Company has invested in the best-in-class CRM system to ensure timely resolution of the grievances. The system captures the complaints; follows TATs based on the nature of the query and escalates issues based on predefined TATs and as per the escalation matrix. Once captured in the CRM system, customer care will be responsible for resolution of complaint/grievance to the customer's satisfaction within a period of 14 working days. Every attempt will be made to offer the customer suitable and appropriate alternate solutions wherever possible. However, if the customer continues to remain dissatisfied with the resolution, (s)he can escalate the issue through the grievance redressal mechanism as referred below.
7. Timeframe
- Complaints are to be seen from the right perspective because these indirectly lead to continuous improvement in the working of the Company. Complaints received would be analyzed from all possible angles. Company will endeavor to send an acknowledgement within three working days of receipt.
- Periodic review of monitoring of complaints, TATs, nature of complaints will be done to ensure that process loopholes, if any, are plugged in and trends are checked.
- Complaint should be resolved maximum within 30 working days from the date of receipt.
- Some complaints might be complex in nature and might need additional time beyond 30 days, in such cases the Company shall inform the customer in the interim the reasons of delay in resolution within the timelines specified above and provide expected timelines for resolution of the complaint. However, every effort would be made to resolve the complaint within the time frame given.
- Time matrix for dealing complaint redress process with escalation matrix for various natures of complaints has been given in Annexure-Escalation Grid. Departments/officials dealing with the customer complaints are required to strictly adhere to the same.
Note: The above time frame can change depending upon the nature and complexity of complaint.
8. Review Mechanism
Periodical review by Complaints Review Committee (comprising of representatives from all key departments including customer care department) review the complaints on quarterly basis. They shall review the process and suggest changes, if any, required for making the Grievance Redressal Mechanism more effective and robust.