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Grievance Redressal Mechanism

14th March 2018

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 Working Saturdays (1st and 3rd Saturdays in a month exempting national holidays)
    1. Call our Grievance Redressal Helpline on +91 8884290234 and speak to grievance 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 grievance support personnel 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 Support & Lender Relations
support@cashkumar.com
lenders@cashkumar.com
3 working days from the date of receipt
Level 2 Grievance Redressal Officer
+91 8884290234
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 Bangalore
10/3/8, Nrupthunga Road,
Bengaluru - 560001, India
Tel: +91 80 22212789,
Fax: +91 80 22210185
If not redressed within 30 days from the date of complaint