At Phone Touch Finance, we are committed to providing exceptional services and ensuring customer satisfaction. However, we understand that there may be instances where you may face challenges or have concerns regarding our products or services. In such cases, we have established a Grievance Redressal Policy to address your grievances promptly and fairly.
Objective:
Our Grievance Redressal Policy aims to ensure that all your grievances are resolved efficiently, leaving you with a positive and satisfactory customer experience.
Scope:
This policy covers grievances related to our products, services, customer support, or any other aspect of our website operations.
Types of Grievances:
These grievances may encompass issues concerning loan application status, disbursement delays, interest rates, EMI management, loan account updates, customer support responsiveness, prepayment and foreclosure queries, data privacy and security, credit reporting discrepancies, and technical difficulties encountered on our website or mobile app. We strive to resolve these concerns efficiently and transparently, ensuring our valued customers receive the best possible service and support throughout their personal loan journey.
How to Lodge a Grievance:
If you encounter any issues or have concerns, we encourage you to follow these steps to file a grievance:
- Contact Customer Support: In case of any problem, our customer support team is here to assist you. Please get in touch with them for immediate assistance and resolution.
- Escalation: If you believe your concern requires further attention, you may escalate the matter to our Grievance Redressal Officer. They will review your case and work towards finding a resolution.
- Submit a Written Complaint: If you remain dissatisfied with the response, you have the option to submit a written complaint to our Grievance Redressal Cell. Please provide details of your grievance and any relevant supporting documents.
Grievance Redressal Process:
Upon receiving your grievance, we will follow the below process:
- Acknowledgment: We will acknowledge the receipt of your complaint within 3-5 working days.
- Investigation: Our team will thoroughly investigate the matter to understand the root cause of the issue.
- Resolution: We will make all reasonable efforts to resolve your grievance within 14 working days from the date of receipt.
- Communication: Throughout the process, we will keep you informed about the progress and resolution status of your complaint.
Feedback and Suggestions:
We value your feedback and welcome any suggestions to improve our services and user experience. You can share your feedback through our official communication channels or by contacting our Grievance Redressal Cell.
We value our customers' feedback and concerns regarding our platform, EMI schedule, facility types, processing fees, and any other related product aspects. If you have any queries or issues, our dedicated and authorized representatives are here to assist you. Feel free to reach out to us through the following channels:
Grievance Redressal Officer
We understand the importance of addressing our customers' concerns promptly and efficiently. If you have any grievances related to our services or products, we encourage you to first reach out to our dedicated Grievance Redressal Officer. They are here to assist you and work towards finding a satisfactory resolution.
Name: Mr. Uttam Makur
Address: Astra Towers, ANO-805, Action Area IIC, Newtown, New Town, West Bengal 700135
Contact:
Email: grievance@phonetouchfinance.in
Timings: 10:00AM to 7:00PM (Monday to Saturday - Excluding public holidays)
Note: The Grievance Redressal Officer can be contacted by phone during 10:00 AM to 7:00 PM from Monday to Saturday, excluding public holidays. Alternatively, you can reach them through the provided email address. The Grievance Redressal Officer will make every effort to address the grievance within a period of fourteen (14) days from the date of receiving it.
Nodal Officer
We are committed to addressing your grievances in a timely and effective manner. If you do not receive a response from our Grievance Redressal Officer within 14 (fourteen) days of making a representation, or if you are not satisfied with the response received, we encourage you to contact our dedicated Nodal Officer.
Contact Details of the Nodal Officer:
Name: Mr. Prosun Mohajan
Address: Astra Towers, ANO-805, Action Area IIC, Newtown, New Town, West Bengal 700135
Contact:
Email: nodal@phonetouchfinance.in
Timings: 10:00AM to 7:00PM (Monday to Saturday - Excluding public holidays)
Our Nodal Officer is equipped to handle complex issues and is dedicated to resolving your concerns to your satisfaction. You can reach out to them through the provided contact details during the specified working hours.
We value your trust in us and are dedicated to ensuring a positive and satisfactory experience for every customer.
The customer can lodge a complaint related to unauthorized acceptance of deposits/schemes of various kind and fake emails at https://sachet.rbi.org.in/home/index
