Our Grievance Redressal Policy
Customer Grievance Resolution Policy
At Rupeeboss Financial Services Private Limited (hereinafter referred to as the ‘Company’), we hold customer service in the highest regard, recognizing its significance in driving growth and ensuring long-term business success. We firmly believe that providing prompt, effective, and transparent service is key to fostering enduring customer relationships. To achieve this, we are committed to swiftly and efficiently addressing customer grievances, while also taking proactive measures to prevent their recurrence.
The Company acknowledges that despite our best efforts to maintain exceptional customer service standards, occasional gaps may arise, necessitating a robust Customer Grievance Resolution Mechanism (‘Mechanism’). We aim to offer our customers a reliable platform to share their concerns and receive impartial and timely resolutions. The guiding principles of our Mechanism include:
Ensuring fair treatment of all customers, devoid of any bias or discrimination.
Attentively acknowledging and courteously handling customer grievances, taking into account the reasons for their dissatisfaction.
Providing multiple accessible channels for customers to lodge their grievances.
Educating and sensitizing customers about their rights within the Company, the grievance redressal mechanism, and available alternative remedies if required.
Conducting transparent and time-bound investigations to redress grievances.
Analyzing and scrutinizing grievances to enhance existing processes and minimize the likelihood of recurrence.
Based on this Mechanism, the Company ensures an efficient system for receiving and addressing customer grievances promptly and fairly, in compliance with the Digital Lending guidelines and other regulations mandated by the Reserve Bank of India (RBI).
- Grievance Redressal Framework
2.1 How to Raise a Grievance / Where to Lodge a Complaint?
Customers with grievances concerning our products and services can reach out through any of the following channels:
Call: +91 77448 86821
Address: 620, The Summit Business Park, Western Express Highway Metro station, Opp. MAX Cinema, Andheri East, Mumbai, Maharashtra 400093.
Customers are kindly requested to provide the following essential details:
Product particulars associated with the grievance.
Date of the submitted application.
Detailed description of the grievance.
Valid contact information, including phone number and email ID registered with the Company at the time of availing services from Rupeeboss Financial Services Private Limited.
2.2 How We Handle a Grievance
- Upon receipt of a customer grievance, we promptly acknowledge or respond within 48 working hours.
- After a thorough examination, we furnish our final response or explain if additional time is needed to address the grievance, aiming to do so within 30 days of receiving it.
2.3 Nodal Grievance Redressal Officer Details
Name of the Officer: Mr. Pravin Kamble
Office Address: 620, The Summit Business Park, Western Express Highway Metro station, Opp. MAX Cinema, Andheri East, Mumbai, Maharashtra 400093.
Call: +91 77448 86821 (Mon-Sat 10am to 7pm)
- Continuous Customer Feedback
The Company actively seeks voluntary feedback from customers to continuously improve the quality of our customer service.
Notwithstanding the contents of this Mechanism, the Company ensures compliance with any additional requirements stipulated by existing or amended laws and regulations applicable to the Company.
- The Company will periodically review this Mechanism as needed.
- This Mechanism shall adhere to applicable laws, including but not limited to the rules, regulations, guidelines, directives, and instructions issued by RBI and any other statutory authority. It supersedes the earlier version of the Mechanism. Any changes or amendments to applicable laws concerning the maintenance of an appropriate Grievance Redressal Mechanism shall be deemed to be incorporated in this Mechanism by reference, resulting in its amendment and revision accordingly.