Grievance Redressal Mechanism
At PaisaWaala, customer satisfaction is our highest priority. We believe that transparent, prompt, and courteous service is the foundation of long-term relationships and sustainable growth. Our Grievance Redressal Mechanism ("Mechanism") is designed to ensure swift resolution of customer concerns, continuous improvement of service delivery, and compliance with industry standards.
The PaisaWaala acknowledges that service gaps may occasionally arise despite our commitment to excellence. To ensure fair and effective resolution, we have implemented a comprehensive grievance redressal framework that emphasizes:
- Equitable treatment
- Prompt and courteous responses
- Multiple accessible channels
- Customer awareness
- Transparent timelines
- Preventive root cause analysis
All employees are trained and familiar with this Mechanism to ensure consistent and effective implementation.
2.1 How to Lodge a Grievance
Customers may submit grievances related to any product or service offered by PaisaWaala through the following channels:
Phone: +91 8692870296
Email: contactus@paisawaala.com
Postal Mail: B-18, Infocity -1, Sector-34 Gurgaon, Gurgaon, Haryana, 122001
Required Information: To ensure timely resolution, customers are requested to provide:
- Product/service details related to the grievance
- Date of application or transaction
- Description of the grievance
- Registered contact details (phone number and email ID)
2.2 Grievance Handling Process
- Acknowledgment: Within 48 working hours of receiving the grievance
- Resolution: Final response within 30 days, or an interim update if more time is required
Contact Details:
| Designation | Contact Person | Email ID | Hours |
|---|---|---|---|
| Support | Technical Support Team | techsupport@paisawaala.com | 10 AM – 5 PM |
| Senior Manager | Rahul Kumar | rahul@paisawaala.com | 10 AM – 5 PM |
| Head | Adrian Fernandes | adrian@paisawaala.com | 10 AM – 5 PM |
We actively seek customer feedback to enhance our service standards. Voluntary suggestions and insights are welcomed and valued.
Notwithstanding anything contained in this Mechanism, the PaisaWaala will ensure compliance with any additional requirements as may be prescribed under any laws/regulations either existing or arising out of any amendment to such laws/regulations or otherwise and applicable to the PaisaWaala from time to time.
5.1 This Mechanism is subject to review by the PaisaWaala as and when necessary.
5.2 This Mechanism shall be subject to the applicable laws including but not limited to the rules, regulations, guidelines, directives and instructions issued by RBI and any other statutory authority from time to time and shall supersede the earlier version of the Mechanism. Any change/amendment in applicable laws regarding maintenance of an appropriate Grievance Redressal Mechanism shall be deemed to be incorporated in this Mechanism by reference and this Mechanism shall be deemed to have been amended and revised accordingly.