As a service organization, it is our primary responsibility to focus on customer service and satisfaction. This document details the policy of redressal of customer complaints. The key objective of this policy is to ensure the following:
This document aims to describe internal policy for handling Customer complaints. It describes various channels for lodging the complaint, obtaining solutions from the concerned department and responding to Customers within the committed time period.
Complaint is an expression of dissatisfaction or resentment in the form of a representation or allegation made in writing, electronically, or by phone, alleging deficiency in:
Complaint is not a request for data modification or inquiry about loan products/ schemes, interest rates or other requests which can be solved by Customer care
Customer means the person who has obtained the loan or finance facility from Junoon Capital Services Private Limited.
Where a Customer visits our offices in Cities where we operate, Office Admins shall assist such Customer to raise his/her query through official channels mentioned on our website or on our loan application “PaisaUdhar”.
First call resolution: All the complaints which can be resolved immediately when raised, the response should be provided on the same call and close the same.
Resolution post verification: For the complaints which must be verified and may need further investigation/support from other departments and hence cannot be resolved immediately, Customer should be informed about the expected timelines of the closure. For these complaints, a formal written communication should be given to the concerned department by the authorized person keeping GRO in the loop. Customer care department should always inform the Customer about the following:
The Customer Care Specialist should make limited but reasonable attempts to reach the Customer for providing solution to his/ her complaint, preferably in the form the complaint was received.
After the resolution is provided to the Customer the concerned department updates the status of these complaints as closed in our system. These complaints reflect in closed complaints bucket which can be re-examined at any point of time as and when required.
After the resolution is provided to the Customer the concerned department updates the status of these complaints as closed in our system. These complaints reflect in closed complaints bucket which can be re-examined at any point of time as and when required.
| S No. | Types of Complaints | TAT | Responding Officer & Email ID | Remedial Action Taken |
|---|---|---|---|---|
| 1 | Payment Updation Related | 1-2 Working Days | payments@junooncapital.com | Reconcile bank statement & update customer account |
| 2 | Payment Refund Related | 7-10 Working Days | payments@junooncapital.com | Verify double deduction or excess amount, refund to customer account |
| 3 | Loan Status Related | 2-3 Working Days | care@junooncapital.com | Check with credit team, provide disbursement status |
| 4 | Collections/Recovery Related | 4-5 Working Days | care@junooncapital.com & payments@junooncapital.com |
Understand issue, guide customer on payment cycle |
| 5 | Other Complaints | 7-10 Working Days | care@junooncapital.com | Forward to relevant department and update customer |
If the Customer is not satisfied with the resolution or has not received any resolution within the committed turnaround time, he/she can raise his/her concern by giving background and history of the issue, in the following form:
In writing (through hard copy/ letter) to:
Address: Unit No.683, Business Park, Vegas Mall, Plot No. 06, Sector-14, Dwarka, New Delhi, Delhi - 110078
Email: grievance@junooncapital.comGrievance redressal officer’s office will respond within 3 working days of receiving the complaint and provide resolution within 30 working days. All the Customer complaints have to be resolved within 30 days of receipt/escalation. In order to escalate the complaint to next level, the Customer should share the details/copy of his/her recently closed complaint with the resolution provided by the concerned department.
Junoon Capital Services Private Limited has appointed Mr. Sachin Srivastava as the Nodal Officer.
Address: Unit No.683, Business Park, Vegas Mall, Plot No. 06, Sector-14, Dwarka, New Delhi, Delhi - 110078
Email: grievance@junooncapital.comIn the event that the complaint remains pending at Level 2 for a period of more than 7 working days, or if the customer is not satisfied with the outcome of Level 2 resolution, the customer can contact the Regional Office of the Reserve Bank of India (or via RBI’s website https://cms.rbi.org.in).