We at an organizational level constantly endeavor to ensure that our customers get satisfactory and delightful service whenever they enter into any transaction with us.
To ensure the same, we have set up this system to acknowledge, assess, and try to resolve all our customer (“you/your”) grievances on a real-time basis and ensure that the company's grievance redressal method becomes more meaningful and effective. We will provide you with a platform where you can raise your queries and concerns and we will extend all possible support to ensure your queries reach our banking partner. We will try our best to address all your complaints/queries to satisfaction level within the given framework of rules and regulations, but the final resolution shall be provided by our partner only. We shall also ensure to take appropriate action so to avoid their occurrence in the future.
Complaint Redressal Process
If you have a grievance that you wish to redress, you may contact us with the details of your grievance through below mentioned channel of communication:
Communication Channel
Level 1: INDmoney Customer Support
Customers can reach out to us at:
Letter:
To the attention of Grievance Redressal Officer
Mr. Mrinal Ranjan
Address: 624-625, 6th Floor, Suncity Success Tower,
Golf Course Extension Road, Sector-65, Gurugram - 122005
All grievances shall be acknowledged within 2 hours of receipt of the complaint.
Based on the type of grievance, the company shall put in its best efforts and endeavor to resolve the complaint from its end within 10 working days. However, in case the dependency lies with our banking partner, we shall transfer your grievance/complaint to our partner and shall keep you informed on the status of the resolution.
Further, it shall be the primary responsibility of customers to ensure that they quote their registered email address, registered contact number, and complaint reference number in every correspondence with the Company regarding their complaint. Anonymous complaints will not be addressed under this policy.
Level 2: Federal Bank Nodal Officer
If you are not satisfied with the resolution provided at Level 1, you may escalate your concern to Federal Bank’s Nodal Officer:
Level 3: Principal Nodal Officer – Federal Bank
If you are still not satisfied, you can escalate the issue further:
Level 4: Banking Ombudsman (Reserve Bank of India)
If you do not receive a satisfactory response within 30 working days from raising your grievance at Level 1, you may approach the Reserve Bank’s Integrated Ombudsman:
Reserve Bank of India Ombudsman Portal
Feedback/Suggestion
We value your feedback and suggestions. You may share them with:
Policy Review
This policy is subject to review and updates as per evolving guidelines and at the discretion of the company.