This policy outlines a structured grievance redressal mechanism to inform customers about the channels available to them to escalate their complaints within MicroGraam Marketplace Private Limited (herein referred to as “MMPL” or “MicroGraam” or “the Company”) to obtain a resolution.
The Policy is drawn-up in compliance with the Reserve Bank of India (RBI) Master Directions for Non-Banking Financial Company - Peer to Peer Lending Platform Directions dated October 4, 2017 (as updated from time to time) and has been duly approved by the Company’s Board of Directors.
The purpose of this policy is to ensure that all the customers are treated in a transparent and fair manner, all complaints raised by the customers are handled promptly and effectively in the promised timelines.
Below are the steps which the customer needs to take for resolving his/ her grievances:
Grievance Redressal Officer (Mr. Krishnamurthy)
080-26585720 (The contact number have been allocated exclusively to the Grievance Cell Officer.
After examining the matter, the Grievance Redressal Officer shall endeavor to respond or address the customer complaint within 7 working days of receipt of the complaint/ grievance.
The policy will be reviewed by the Board as and when required or at least annually to incorporate regulatory updates/changes, if any