The Company has laid down the appropriate grievance redressal mechanism within the organization to resolve disputes arising in this regard which ensures that all disputes arising out of the decisions of the Company’s functionaries are heard and disposed of at the next higher level.
The Board of Directors shall also periodically review the compliance of the Fair Practices Code and the functioning of the grievance’s redressal mechanism at various levels of management. A consolidated report of such reviews shall be submitted to the Board at periodic intervals.
Great services help companies to drive the customer acquisition, retention and service efficiency. In line with the said philosophy, the Company follows a two (2) tier approach for redressal of customer grievances, as detailed below:
Level 1: Registration of your Complaint
Call our Customer support Team at +91 9289008981 or mail us at info@grjtradesandfinance.com.
Our customer support aims to resolve all your complaints within 4 business days.
- On receipt of service request / complaint, an acknowledgement shall be given within 2 working days by us to the customer via e-mail/ letter by post/ SMS/any other form of legally valid electronic communication including WhatsApp. The Company shall endeavour to respond to the same within a period of 10 days.
- However, in case where a complaint warrants extensive investigation and/or support of the customer to identify the perpetrator, root cause analysis, or under litigation (incl. pending with local Police authorities), the TAT for responding and resolving such complaints may be more than 10 days.
- In case the customer is not satisfied with the resolution/response provided by the customer engagement team/s as above, then customer shall escalate to Level 2 as given below.
Level 2: Escalate to our Grievance Redressal/Nodal Officer
In relation to the extant guidelines as prescribed by the Reserve Bank of India, the details of our Grievance Redressal/Nodal Officer are set out below:
Working Hours
Monday to Friday from 10:00 a.m to 6:00 p.m.
We aim to resolve your complaint within 10 business days.
Resolution Process
We aim to resolve all your concerns and complaints in our level 1 matrix within the said timelines.
In the event, your concern remains un-resolved or not resolved to your satisfaction and you wish to escalate your concern to next level, you need to ensure that you have already exhausted the previous level(s).
Please note that due to technical or operational reasons there may be delay in resolving your complaint. Further, if the issue/grievance is related to a third party, then the afore-stated timelines may change. The delay/increased timelines may be dependent on the respective third party including but not limited to the clearing house/banks/network providers/regulator. In these cases, we will inform you promptly of such delay and increased timelines.
In the event of a refund, you may get an approval for refund instantly, but it may take 3-10 business days for the money to be reflected in your account.
If your query or complaint has not been satisfactorily resolved at previous levels within 30 days, you can reach out to the RBI ombudsman at https://cms.rbi.org.in/ or visit the Sachet portal at https://sachet.rbi.org.in/