Grievance Redressal Policy

Our policy strives to ensure that you receive exemplary service across various touch points.

Customer service is extremely important for sustained business growth and as an organization. MPOKKET FINANCIAL SERVICES PRIVATE LIMITED (“Company”) strives to ensure that our customers receive exemplary service across different touch points.

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PURPOSE

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The Grievance Redressal policy follows the following principles:

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Customers are treated fairly.

Complaints raised by customers are dealt with courtesy and in a timely manner.

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.

The employees work in good faith and without prejudice, towards the interests of the customers.

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INTERNAL MACHINERY TO HANDLE CUSTOMER COMPLAINTS

The Company has developed 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. The customer service will be responsible for resolution of complaint/grievance to the customer’s satisfaction within a period of seven (7) 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.

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TIME FRAME

Suitable timelines of seven (7) 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.

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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.

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TOUCH POINTS

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 mPokket Mobile Application (hereinafter referred as “Platform”) or to the lender who provides loan to the customer through the Platform in the following matters:

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GRIEVANCE REDRESSAL MECHANISM OF THE PLATFORM

Customers can raise their concerns pertaining to the Platform, Repayment schedule, Processing Fee and / or any other charges or any other concern related to the product to authorised representatives of the Company as below.

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Below are the various ways/modes through the customers can register their complaints/queries/enquiries:

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The customers have the following ways of approaching the Company as per details mentioned below:

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Voice Support– The customer can call us at Customer care at 033- 6645 2400 between 09:00 am to 7:00 pm from Monday to Saturday.

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Email Support– Please write to us at support@mpokket.com (Please ensure to mention your loan account number and contact number in the email).

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The customer will receive a response from the team within 7 business days but there would be instances wherein the team may even take longer to respond/reply.

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A customer can escalate the matter to supervisor@mpokket.com in case he/she is not satisfied with the response from the Customer Care team. Depending on the query/dispute/grievance, a written reply/resolution will be sent to the customer within 7 business days at his/her registered email id with the Company.

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ESCALATIONS MATRIX

Level 1: Customers are requested to address all their grievances at the first instance to the Grievance Redressal Officer. A customer not satisfied with the response can escalate the matter/query/complaint to the Grievance Redressal Officer as mentioned hereunder:

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Grievance Redressal Officer – Raktim Addya
grievance@mpokket.com
– Tel No – 9748528353
– PS Srijan Corporate Park, Unit 1204, Sector V, Kolkata – 700091
The Grievance Redressal Officer may be reached on the number provided above anytime between 09 AM to 7 PM from Monday to Saturday or through the e-mail address above. The Grievance Redressal Officer shall endeavour to resolve the grievance within a period of 7 (seven) days from the date of receipt of a grievance.

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Level 2: If a customer does not receive response from the Grievance Redressal Officer within 7 (seven) days of making a representation, or if the customer is not satisfied with the response received from the Grievance Redressal Officer, the customer may reach the Nodal Officer on the number below anytime between 09 AM to 7 PM from Monday to Saturday except public holidays or write to the Nodal Officer at the e-mail address below:
– Nodal Officer – Sumanta Mukherjee
– nodal@mpokket.com
– Tel No – 7605057586
– PS Srijan Corporate Park, Unit 1204, Sector V, Kolkata – 700091

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Complaints to Ombudsman
In case the customer 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 customer is not satisfied with the response so received, a complaint may be made in accordance with the ‘The Ombudsman Integrated Scheme for Non-Banking Financial Companies, 2021’ (“Ombudsman Integrated Scheme”) to the Ombudsman in whose jurisdiction the office of the Lender complained against, is located as mentioned hereunder::

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Officer-in-Charge of the Regional Office of DNBS of RBI.

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15, Netaji Subhash Road, Kolkata-700 001

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033- 22304982I.
A copy of the Ombudsman Scheme is available on the website of the Reserve Bank of India at www.rbi.org.in and also on our website.