Customer service is extremely important for sustained business growth and as an organisation, Speel Finance Company Private Limited (“Company”) strives to ensure that our customers receive exemplary service across different touchpoints.
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:
1. Customers are treated fairly.
2. Complaints raised by customers are dealt with courtesy and in a timely manner.
3. Customers are informed of avenues to escalate their complaints within the organization, and their rights if they are not satisfied with the resolution of their complaints.
4. The employees work in good faith and without prejudice, towards the interests of the customers.
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 on the basis of predefined TATs and as per the escalation matrix.
Once captured in the CRM system, the 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.
In case of serious grievances, users can use the RBI grievance portal to file official remonstrance.RBI Grievance Portal
Suitable timelines of fourteen (14) working days have been set for every complaint depending upon the investigations which would be involved in resolving the same. Complaints are suitably acknowledged on receipt and the customers are informed of delays if any, in the resolution.
Review And Monitoring
Periodic review of monitoring of complaints, TATs, nature of complaints will be done to ensure that process loopholes, if any, are plugged and trends are checked.
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 customer can raise their concerns pertaining to the Pocketly Mobile Application (hereinafter referred as “Platform”) or to the lender who provides loan to the customer through the Platform in the following matters:
Grievance Redressal Mechanism Of The Platform
Level 1: Borrowers are requested to address all their grievances at the first instance to the Grievance Redressal Officer. The contact details of the Grievance Redressal Officer are:
– Name: Mr. Tejas Shelke
– Designation: Grievance Redressal Officer
– Address: Speel Finance Company Private Limited, 2&3, Zal Complex, Sadar, Nagpur, 440001.
- Contact: 8799916138
- Email: firstname.lastname@example.org
The Grievance Redressal Officer may be reached on the number provided above anytime between 10:30 AM and 6:30 PM from Monday to Friday (except public holidays) or through the e-mail address above. The Grievance Redressal Officer shall endeavour to resolve the grievance within a period of 14 (fourteen) days from the date of receipt of a grievance.
Level 2: If the Borrower does not receive a response from the Grievance Redressal Officer within 14 (fourteen) days of making a representation, or if the Borrower is not satisfied with the response received from the Grievance Redressal Officer, the Borrower may reach the Nodal Officer on the number below anytime between 10:30 AM and 6:30 PM from Monday to Friday (except public holidays) or write to the Nodal Officer at the e-mail address below. The contact details of the Nodal Officer are provided below.
– Name: Mr. Aarav Bhatia
– Designation: Director
– Address: Speel Finance Company Private Limited, 2&3, Zal Complex, Sadar,Nagpur, 440001.
- Email: email@example.com
Level 3: In case the Borrower does not receive a response from the Grievance Redressal Official or the Nodal Officer within one month from the date of making a representation to the Lender, or if the Borrower is not satisfied with the response so received, a complaint may be made in accordance with the ‘The Ombudsman Scheme for Non-Banking Financial Companies, 2018’ (“Ombudsman Scheme”) to the Ombudsman in whose jurisdiction the office of the Lender complained against, is located. For contact details of the Ombudsman and for salient features of the Ombudsman Scheme. A copy of the Ombudsman Scheme is available on the website of the Reserve Bank of India at www.rbi.org.in and also with our Nodal Officer.