Finzoom Investment Advisors Private Limited ("Company/We/INDPay") aim to provide all its users a seamless experience on the platform, so we make sure, we are available whenever You need our assistance.
To ensure the same, we have set up this system to acknowledge, assess, and try to resolve all customer grievances and ensure that the company's grievance redressal method becomes more meaningful and effective. We provide you with a platform where you can raise your grievances with us. We will try our best to have your grievances resolved in an appropriate manner within the given framework of rules and regulations.
We have also articulated FAQ section for self-help of the users. In case, your queries/concerns remain unsolved you can reach out to our customer support team through below mentioned channels.
A. Grievance Redressal Process of Company
Channels for lodging grievance:
| Levels | Channels | Process | Description |
|---|---|---|---|
| Level 1 | Customer support | Through our app | Help and Support (INDmoney app>Profile>help and support>raising a ticket), or Through transaction history section by selecting particular transaction |
| upisupport@indmoney.com | |||
| Level- 2 | Escalation Matrix of Company | Please refer our escalation matrix | Help and Support (INDmoney app>Profile>help and support>raising a ticket), or Through transaction history section by selecting particular transaction |
| Level- 3 | Partnered PSP | HDFC Bank Grievance policy: https://www.hdfcbank.com/personal/need-help/grievance-redressal-digital | The user has an option to reach out to our Partner PSP to get the issue resolved |
| Level- 4 | NPCI | The user may approach NPCI through its website https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism | The user has an option to escalate the matter to NPCI in case the user is not satisfied with the resolution provided. |
| Level- 5 | Banking Ombudsman | Link of CMS portal https://cms.rbi.org.in/cms/inde xpage.html#eng | If the user is not satisfied with the resolution, they have an option to reach out to Banking Ombudsman |
Based on the type of grievance the Company shall put in its best efforts and endeavor to resolve the complaints at the earliest.
Please note that it shall be the primary responsibility of customers to ensure that they quote their registered email id/ registered contact no. complaint reference no. and transaction reference no. in every correspondence with the Company regarding their complaint. The Company shall neither entertain any anonymous complaint, nor it shall entertain any complaint from third parties unless and until we have received any written approval from the concerned user.
Grievance Resolution Process