Grievance Redressal Mechanism
1. Objective of Grievance Redressal Policy
The objective of this policy is to ensure prompt and effective resolution of customer grievances while maintaining transparency, fairness and customer satisfaction.
2. Procedure for Grievance Redressal Mechanism
Complaints can be received through the following channels:
- Call Us/ WhatsApp: Grievance Helpline: +91 7338670090 (Available from 9:00 AM to 6:00 PM, Monday to Saturday, excluding public holidays).
- Email Us: [email protected]
- Please include the following details for faster resolution:
- Your Name
- Contact Information
- Issue Description
- Supporting Documents (if any)
- Write to Us: Refresh Money - Grievance Redressal
Unit No. TF - 04, 3rd Floor, 38/17, #1678, Smart Avenue, Nehru Road, Kammanahalli, HRBR Layout, Bangalore - 560043
3. Procedure for Consent Withdrawal
Customers can withdraw consent for fetching their credit information through:
- Email: Send a request to [email protected] with the subject line “Consent Withdrawal Request.”
- Customer Name
- Registered Contact Information
- Reference Number (if applicable)
- Specific consent details being withdrawn
4. Escalation Matrix
If the consent withdrawal request or grievance is not acknowledged or actioned within the specified timeframe, customers can escalate the issue through the following levels:
| Sl. | Level | Turnaround Time | Name & Designation | Contact Details (Email, Phone) |
|---|---|---|---|---|
| 1 | First Level Support | 2 Working Days | Customer Service Team | [email protected], +91 7338670090 |
| 2 | Second Level Escalation | 2 Working Days | Grievance Team | [email protected], Contact number provided upon request via email |
| 3 | Nodal Officer | 2 Working Days | Nodal Officer | [email protected], +91 7338670090 |
5. Adoption and Review
This policy will be periodically reviewed and updated to ensure continued relevance and effectiveness in resolving customer grievances.