Grievance Policy - GMoney Loans

GMoney Private Limited

Grievance Redressal Policy

Customer service is extremely important for sustained business growth and as an organization, We, GMoney Private Limited (“Company”) consider Customer service at the utmost and strive to ensure that our customers receive exemplary service across different touch points in a timely manner.

PURPOSE

The Grievance Redressal policy follows the following principles:

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.

INTERNAL MACHINERY TO HANDLE CUSTOMER COMPLAINTS

The Company has invested its time and efforts to provide the best solution against the complaints received. The Company follows internal mechanism to resolve the complaints.

ACCEPTANCE OF TERMS AND CONDITIONS

As a User of this Platform, you have agreed to the Terms & Conditions provided hereunder or anywhere else on this Platform including but not limited to disclaimers on this Platform. You are advised to read and understand the said Terms & Conditions and in case You do not wish to agree to these Terms & Conditions, please refrain from using the Platform.

The customer care team will be responsible for resolution of complaint/grievance to the customer’s satisfaction within a period of 14 (fourteen) working days from the date of receiving the complaints. 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.

TIME FRAME

Suitable timelines of 14 (fourteen) 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.

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 GMoney, GMoney website Platform and GMoney 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

Customer can raise their concerns pertaining to the Platform, EMI schedule, Interest, Facility Type, Processing Fee and / or any other charges, Fraud, Misrepresentation or any other concern related to the product or service to authorised representatives of the Company as below.

A. GRIEVANCE REDRESSAL OFFICER

Customers 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:

Mr. Viral Shah

Address: GMoney Private Limited, 1019 C Wing,
215 Atrium Next to Courtyard Marriott,
A.K.Road, Andheri East Mumbai 400093 MH
Contact : 9615495154

Email : grievance@gmoney.loans
The Grievance Redressal Officer may be reached on the number provided above anytime between 10:00 to 19:00 (IST) 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) working days from the date of receipt of a grievance.

B. NODAL OFFICER

If the customer does not receive a response from the Grievance Redressal Officer within 14 (fourteen) working 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 10:00 to 19:00 (IST) 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.

Ms. Prachi Ranka

Address: GMoney Private Limited, 1019 C Wing,

215 Atrium Next to Courtyard Marriott,

A.K.Road, Andheri East Mumbai 400093 MH

Contact : 8657000127

Email : nodal@gmoney.loans

GREVIANCE REDRESSAL MECHANISM OF THE LENDER

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GMoney Private Limited

Grievance Redressal Policy

PURPOSE

INTERNAL MACHINERY TO HANDLE CUSTOMER COMPLAINTS

ACCEPTANCE OF TERMS AND CONDITIONS

TIME FRAME

TOUCH POINTS

GRIEVANCE REDRESSAL MECHANISM OF THE PLATFORM

A. GRIEVANCE REDRESSAL OFFICER

B. NODAL OFFICER

GREVIANCE REDRESSAL MECHANISM OF THE LENDER

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