Grievance Redressal Mechanism

11th December 2017

1. Introduction

At Cashkumar, we believe that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones. We also believe that sometimes the service provided by our staff might not be up to expected standards and customers might be inconvenienced because of this. It is also possible that some issues might be beyond the scope of our services and/or the grievance might be of an issue which cannot be addressed. This policy document seeks to address all these issues and provide a redressal mechanism for all the scenarios. This system would ensure that the redressal sought is just and fair and is within the given framework of rules and regulation.

2. Machinery to handle such complaints/grievances

  1. Customers who wish to provide feedback or send in their complaint may use the following channels between 10:00 am and 6:00 pm, from Monday to Friday and 10:00 am to 1:00 pm, on Saturdays (except on national holidays)
    1. Call our Customer Service Helpline on 9535800900 and speak to customer support personnel (or)
    2. Email us at support@cashkumar.com
  2. In case an adequate resolution/explanation/redressal for the complaint is not provided by the customer support executive then the customer can approach the Complaints Redressal Office (CRO).
  3. The CRO can be reached at: complaints@cashkumar.com
  4. We assure a response to emails received through this channel within 7 working days.
  5. If the complaint/dispute is not redressed within a period of one month, the customer may appeal to Officer-in-Charge of the Regional Office of Department of Non-Banking Supervision of RBI under whose jurisdiction the Registered Office of Cashkumar falls. More details in the table below.
Level 1 Customer Service Executive
support@cashkumar.com
3 working days from the date of receipt
Level 2 Complaints Redressal Office
complaints@cashkumar.com
7 working days from the date of escalation to CRO
Level 3 Reserve Bank of India
Customer Education and Protection Department, RBI
C/O, Shri Ashok Narain
Chief General Manager
Consumer Education and Protection Department
Reserve Bank of India
1st Floor, Amar Building
Sir P.M. Road,
Mumbai - 400 001
Phone: 22630483
Fax: 22631744
If not redressed within 30 days from the date of complaint