Grievance policy & Escalation matrix
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Introduction
At Moneymela, we are dedicated towards customer satisfaction along with timely and effective resolution of consumer complaints as part of our responsible organizational principles. commitment to fair customer treatment. We strive to maintain enduring relationship with our customers by promptly addressing their concerns and being committed to fair customer treatment.
The Grievance Redressal Policy has been formulated in strict accordance with directions specified in Master direction-NBFC- P2P lending platform (Reserve Bank) Directions, 2017.
Objective
Moneymela prioritizes a positive work environment where communication and grievances are fairly addressed. Our policy ensures that all complaints, requests, and queries received from customers are responded promptly as per defined timelines.
Our policy focuses on creating a grievance-free atmosphere for our valued customers, promoting product performance and improvement within our team. We highly value feedback and strive for excellence in our services.
Moneymela’s policy on grievance redressal is based on the following principles
The system
Moneymela has established a dedicated customer support team to address all customer queries and concerns. We have implemented an effective complaint resolution mechanism that aims to address complaints promptly and fairly. In cases where customers are not satisfied with the initial response, we have a structured escalation process to higher authorities. Moneymela has formed a grievance redressal committee with nodal officers for different geography and a principal nodal officer, which ensures timely resolution of grievances as per defined timelines.
Applicability
This policy is applicable to all branch offices, head office departments, and personnel involved in the operations of Moneymela. The policy document will be accessible on our website. Our employees will be educated about the complaint handling process to enhance customer service and promote general awareness within the company.
Grievance redressal mechanism
Moneymela Fintech has adopted the following escalation matrix for resolution of all complaints.
First Level Escalation
If customers are raising the compliant for the first time, they can refer to the below mentioned channels
- Send an email to support@moneymela.co.in
- Write a letter to the company as under: Moneymela fintech pvt ltd A/24, HIG duplex, phase-II Pokhariput, Bhubaneswar, Odisha-751020
Second Level Escalation
If the customer is not satisfied with the resolution received from the above channels or if the customers do not hear from us in 48 hours from the date of lodging the compliant, the customer can write to the nodal officer as mentioned below from Monday to Saturday and 10:00 am to 6:00 pm:
- Email: relationship@moneymela.co.in
- Contact No : +91 912 472 8950
Third Level Escalation
If the customer is not satisfied with the resolution received from the above channels or if the customers do not hear from us with in 7days from the date of lodging the compliant, the customer can write to the principal nodal officer as mentioned below from Monday to Saturday and 10:00 am to 6:00 pm:
- Email: compliance@moneymelap2p.com
Fourth Level Escalation
If the customer is not satisfied with the resolution received or if the customer does not hear from us in 30 days, then the customer may lodge their complaint to the chief general manager, Customer Education and Protection Department of the Bank, Reserve Bank of India, 1st Floor, Amar Building, Sir P.M. Road, Mumbai-400001, Contact number 022-22630483 or you reach them at the below mentioned address-
- Reserve Bank of India 1st Floor, Amar Building Sir P.M. Road, Mumbai-400 001.
Reporting
The Grievances Redressal Committee will report to the Chairman of the Company. A quarterly written report of grievances handled will be submitted to the managing director of the Company.
The appointed Principal nodal office and Nodal officers shall be responsible for representing the company before the ombudsman and shall be responsible for coordinating and liaising with the customer education and protection department (CEPD), Reserve Bank of India.
Record Keeping
The record of the complaints would be maintained for a minimum period of ten years from the date of their resolution. Backup copies of the software will be maintained as per the latest backup policy under the information systems security policy.
Abbreviation’s
| BP | Business Policy |
| MM | Money Mela |
| GRP | Grievance Redressal Policy & Escalation Matrix |
