Grievance Redressal Policy

Introduction

This policy defines the procedure for submitting and addressing customer grievances regarding our services. It may be revised periodically to incorporate any new guidelines.

Service Levels

Service Levels for

1. Recharge
2. Bill Pay
3. Gift Cards
4. Digital Gold
5. UPI (Unified Payments Interface)
6. Credit Cards(Pre and Post Application)
7. Fixed Deposit

Grievance Channels

Customers can submit grievances through the following channels:

● Email: support@kredit.pe

● In-App Support: Please click on the Help button in the app and share the grievance.

● Phone: 080 - 69858556

● Postal Mail: Grievance Officer, 3rd Floor, Enzyme Parkview 25th Main, 22nd Cross Rd, near Park, Sector 2, HSR Layout, Bengaluru, Karnataka 560102

We will confirm receipt of your grievance within 24 hours. Our customer care team will look into your complaint and aim to resolve it within 7 business days. We will keep you updated on the status of your grievance and provide an estimated resolution time.

Escalation Process

Level 2: Grievance Officer

If you are not satisfied with the initial resolution of your grievance, you may email the Grievance Officer.

Email ID: grievance.officer@kredit.pe The Grievance Officer will review your complaint within 24 hours and provide a final decision within 3 business days.

Level 3: Nodal Officer

If the issue isn't resolved at the previous level, customers can contact the Nodal Officer.

Nodal Officer: Mr Abhijit Dutta

Email ID: nodalofficer@kredit.pe

The Nodal Officer will review your complaint within 48 hours and provide a final decision within 15 business days.

Level 4 – RBI Ombudsman:

If a complaint remains unresolved to the customer’s satisfaction within 30 days at the previous levels, they may escalate the matter to the RBI Ombudsman.

Complaint lodging portal of the Ombudsman: https://cms.rbi.org.in/

Toll-Free P. No: 14448

Email ID: crpc@rbi.org.in

Address – Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017

For more details about the Reserve Bank – Integrated Ombudsman Scheme, 2021, please refer to the link for a copy of the scheme – RBI Integrated Ombudsman Scheme and the salient features of the scheme.

All grievances will be treated with strict confidentiality. Customer information will only be used to address the grievance and will not be shared with any unauthorized parties.