Moneygear Fintech Private Limited (henceforth referred to as "Company" or "MoneyGear") believes in conducting its affairs in a fair and transparent manner by maintaining the highest levels of integrity, honesty and ethical behaviour while dealing with its customers(“Customers”).
In compliance with the guidelines issued by theReserve Bank of India (“RBI”), as applicable to non-banking financial companies, for maintenance of an appropriate grievance redressal mechanism within the organisation to resolve the complaints and grievances of its customers, the Company has formulated this Grievance Redressal Policy(“Policy”) setting out the procedure for receiving, registering and disposing of the complaints and grievances of the Customers with respect to the products and services of the Company (“Complaints”), including but not limited to theComplaints in relation to the services provided by the third party agents or business facilitators appointed by the Company for providing such services on behalf of the Company.
This policy onGrievance Redressal of Moneygear Fintech Private Limited (henceforth referred to as "Company" or "MoneyGear") is set out as a mechanism to enable the customers of the company to file their complaints or grievances or give their feedback and suggestions in relation to their dealings with the Company and to address the same promptly, by following the provisions as laid down herein.
This Grievance Redressal Policy describes the various channels available to the Company’s customers for lodging their complaints, obtaining the right redressal solutions from the concerned department and the Company’s mechanism for responding to customers within the stipulated time period.
Since RBI would issue circulars and instructions on an ongoing basis, any subsequent amendment to the above circular would update in the Policy accordingly.
The company believes in providing prompt and efficient services to not only attract new customers, but also to retain existing ones.With this objective of serving its customers in a time-bound and efficient manner, the Company has drafted this Grievance Redressal Mechanism.
The Company’s policy, on grievance Redressal, has been formulated taking into account the following objectives:
In order to make theCompany’s redressal mechanism more meaningful and effective, a proper structure shall be implemented to ensure that the redressal sought is fair and within the given framework of rules and regulations of the Company. The customer shall have every right to register his/her complaint if he/she is not satisfied with the services provided by the company or any other agencies associated with the company.
Customers can give file complaints in writing or over the telephone or through e-mail. In case the complaint is not resolved within the given time or if he/she is not satisfied with the solution provided by the Company, the customer shall have the right to use other legal avenues with their complaint for grievance redressal.
At MONEYGEAR, customer service and satisfaction shall be the primary objective. Our constant efforts to ensure utmost client satisfaction will ensure that the redressal sought is just and fair and is within the given framework of rules and regulations.
The grievance redressal processes contained in this Policy are applicable to all employees(permanent as well as contractual) and offices of the Company and to all activities where there is an interaction with prospective or existing customers.
A “Customer” is a person or entity that has availed a loan from the Company.
A “Complaint” is an expression of dissatisfaction or resentment either in the form of are presentation or an allegation made in writing or through an approved electronic channel containing a grievance alleging deficiency in the following areas:
The Company is committed to its objective of ensuring the highest levels of customer satisfaction and has, therefore, set out the following guidelines to be followed for redressal of each complaint by its customers:
To act fairly and reasonably in all dealings with its customers by ensuring that:
To assist customers in selecting financial products and services by:
To make every attempt to ensure that the customers have a trouble-free experience while dealing with the Company and its employees.
In case of errors of commissions and/or omissions, the Company will deal with the same on priority by:
Customers can file/register compliant(s) on the following grounds mentioned under clause 8 of Ombudsman Scheme for NBFCs, 2018 In writing containing the nature of grievance/deficiency, inter alia, with regard to:
Customers can raise their complaints through the following means:
Each customer will be required to provide the following information while raising a complaint through any of the above-mentioned channels:
Once a complaint has been lodged through any of the channels mentioned above then such complaint will be handled by the below-mentioned procedures:
The timeframe for addressing and resolving a complaint shall differ on a case-to-case basis, and depend upon the type and complexity of the grievance. The timelines for redressal of different kinds of complaints under this Policy is as follows:
If any complaint needs additional time to reach are solution, the Company will inform the complainant of the requirement of additional time and the expected timeline for the resolution of the issue.
Incase, the Complaint is not resolved within the given timeframe from the date of filing of the Complaint or the Customer is not satisfied with the response or the resolution provided to the Customer by the customer care department.
The Company shall provide for a three-tier Grievance Redressal Mechanism to resolve any of its customers queries or grievance:
Level 1: Grievance Redressal Officer
If customer is not satisfied by the resolution provided by the customer care department then that customer may register their query/complaint to the Grievance Redressal Officer. The details of the Grievance Redressal Officer are given as follows:
(Between 10:00 a.m. and 6:30 P.M., from Monday to Saturday (except on public holidays)
Complaint to GRO shall be filled within 10 working days from the date of last resolution from customer care department.
Level 2: Nodal Officer of the Company
If the customer is not satisfied with the resolution provided by Grievance Redressal Officer or the complaint is not resolved satisfactorily then customer may register their query/ complaint to Nodal officer of company. The details of nodal officer is given below:
(Between 10:00 a.m. and 6:30 P.M., from Monday to Saturday (except on public holidays)
Complaint to NO shall be filled within 15 working days from the date of last resolution from GRO.
Level 3: Chief Compliance Officer
If the customer is not satisfied with the resolution provided by Nodal Officer or the complaint is not resolved satisfactorily then customer may register their query/complaint to Chief Compliance officer of company within 15 working days from the date of resolution. The details of Chief Compliance officer is given below:
(Between 10:00 a.m. and 6:30 P.M., from Monday to Saturday (except on public holidays)
Level 4: Reserve Bank of India
If the customer is not satisfied with the redressed provided by above-mentioned channels then customer may register complainant within 30 days from the date of receipt of receipt of communication of Award or rejection of the complaint to RBI NBFC Ombudsmen of Kolkata Centre on below mentioned address:
The Reserve Bank of India
RBI Ombudsmen,
C/o ReserveBank of India
Post Box No.5467, 10/3/8,
Nrupathunga Road,
Bengaluru - 560001
Grievances related to behavioural aspects
Such complaints will be handled courteously, sympathetically and above all swiftly. Misbehaviour/rude behaviour with customers shall be treated at Zero tolerance level and immediate action shall be taken. The Company, under no circumstances, shall tolerate misbehaviour of any degree by staff members.
Grievances relating to transactions/operations
Primarily, the company’s brick-and-mortar office shall be responsible for the resolution of complaints/grievances in this category. The office shall be responsible for ensuring rectification of entry/transaction or satisfaction of customers. It shall be the foremost duty of the branch to see that the complaint is resolved to the customer’s satisfaction and if he is not satisfied, then to provide him with alternate avenues to escalate the issue. In case, it is not getting resolved at branch level, they shall refer the case to Head Office for guidance/resolution
All customer complaints received by the Company will be duly tracked, consolidated and recorded, and a complaint MIS will be presented to the Managing Director each month. The complaint MIS shall be presented to the Board of Directors of the Company for review on a quarterly basis.
Team leaders from all the concerned departments will review the complaints received on a monthly basis. They shall review the grievance redressal process and suggest changes, if any, required for making the mechanism more efficient and timely. Further, the Policy will also be reviewed by the Board at the each financial year.
