Grievance Redressal Policy
We are committed to providing exceptional customer service. Learn about our complaint resolution process and how we ensure your satisfaction.
OBJECTIVE
It is our primary responsibility to focus on customer service and satisfaction. This document details the policy of redressal of customer complaints. The key objective of this policy is to ensure the following:
- All concerns/complaints raised by Customers are resolved in effective and timely manner, leading to their satisfaction
- Through Customers' feedback, we are able to improve our processes and products
- In an event that the Customer is not satisfied with the resolution provided to him, he can escalate the issue to higher level in the organization
This document aims to describe internal policy for handling Customer complaints. It describes various channels for lodging the complaint, obtaining solutions from the concerned department and responding Customers with the solution within the committed time period.
Complaint
Complaint is an expression of dissatisfaction or resentment either in the form of a representation or allegation made in writing or through electronic means or over phone, containing a grievance alleging deficiency in:
- Services, products, policies of nanokred
- Services provided by the outsourcing agencies engaged by nanokred for providing service to the customers of nanokred
- Employee's behavior
- Maintaining confidentiality/ protection of Customer's personal (including sensitive personal information) and financial information
Complaint is not a request for data modification or inquiry about loan products/ schemes, interest rates or other requests which can be solved by Customer care.
Customers
Customer means the person who has obtained the loan or finance facility from nanokred.
PROCEDURE FOR RAISING A COMPLAINT
Complaints may be sent in either of the below mentioned forms:
Call Us
Calling on our helpline
compaints@nanokred.com
Where a Customer visits our offices in Cities where we operate, Office Admins shall assist such Customer to raise his/her query through official channels mentioned on our website or on our loan application "nanokred".
Complaint Information Required
While raising a complaint each complaint should have the following information:
- Customer's complete name
- Customer's complete correspondence address
- Registered Email ID
- Registered contact number
- Detail of the complaint
- Other supporting documents (if any)
PROCEDURE FOR ADDRESSING THE COMPLAINT
Complaints Treatment
First call resolution:
All the complaints which can be resolved immediately when raised, the response should be provided on the same call and close the same.
Resolution post verification:
For the complaints which must be verified and may need further investigation/support from other departments and hence cannot be resolved immediately, Customer should be informed about the expected timelines of the closure. For these complaints, a formal written communication should be given to the concerned department by the authorized person keeping GRO in the loop.
Customer care department should always inform the Customer about the following:
- Information pertaining to all issues/concerns raised by the Customer
- Explanation of final solution provided
- Expected timelines towards closure (where immediate solution cannot be provided)
- Maintain contact at defined intervals/milestones to communicate progress on his concern and share reasons for delay/time taken
- Request for supporting documents/information (where applicable) in a clear manner along with the reason for such requirement
The Customer Care Specialist should make limited but reasonable attempts to reach the Customer for providing solution to his/ her complaint, preferably in the form the complaint was received.
Complaint Archiving
After the resolution is provided to the Customer the concerned department updates the status of these complaints as closed in our system. These complaints reflect in closed complaints bucket which can be re-examined at any point of time as and when required.
TAT for Responding to Complaints
| S.No. | Types of Complaints / TAT / Responding Officer & Email ID | Remedial Action Taken |
|---|---|---|
| 1 | Payment Updation Related TAT: 1–2 working days Responding Officer: Customer Support Email: payments@nanokred.com | • Customer lodges a complaint • Team reconciles the bank statement • Account is updated • Status is communicated to the customer |
| 2 | Payment Refund Related TAT: 7–10 working days Responding Officer: Customer Support Email: payments@nanokred.com | • Customer lodges a complaint • Team reconciles the bank statement • If excess/double payment detected, refund is initiated • Refund processed within 7–10 working days • Status is updated to the customer |
| 3 | Loan Status Related TAT: 2–3 working days Responding Officer: Customer Support | • Customer lodges a complaint • Team contacts the credit department • Loan status is fetched and shared with the customer |
| 4 | Collections/Recovery Related TAT: 4–5 working days Responding Officer: Customer Support Email: payments@nanokred.com | • Complaint via call/email • Team checks the customer's account • Identifies the issue and pending amount • Explains payment cycle • Status is updated to the customer |
| 5 | Other Complaints TAT: 7–10 working days Responding Officer: Customer Support | • Complaint received • Identify related department • Notify the department • Appropriate action is taken • Status is updated to the customer |
ESCALATION PROCESS
Escalation Level 1: Grievance Redressal Officer
If the Customer is not satisfied with the resolution or has not received any resolution within the committed turnaround time, he/she can raise his/her concern by giving background and history of the issue, in the following form:
Grievance Redressal Officer
Email: grievance@nanokred.com
Contact Number: +91 8178371848
Resolution Turnaround Time
Grievance redressal officer's office will respond within 3 working days of receiving the complaint and provide resolution within 30 working days.
All the Customer complaints have to be resolved within 30 days of receipt/escalation.
In order to escalate the complaint to next level, the Customer should share the details/copy of his/her recently closed complaint with the resolution provided by the concerned department.
Escalation Level 2: Nodal Officer
nanokred has appointed a Nodal Officer under its legal and compliance department.
Nodal Officer
Email: nodalofficer@nanokred.com
In the event that the complaint remains pending at Level 2 for a period of more than 7 working days, or if the customer is not satisfied with the outcome of Level 2 resolution, the customer can contact the Regional Office of the Reserve Bank of India (or via RBI's website www.rbi.org.in).