Customer service is extremely important for sustained business growth and as an organization Summup Fintech Private Limited (“Company”) strives to ensure that our customers receive exemplary service across different touch points. This Grievance Redressal Mechanism aims at ensuing prompt redressal of customer complaints and grievances. It also deals with the issues relating to services provided by the outsourced agency/agencies.
Customer complaints constitute an important voice of customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future.
The Grievance Redressal policy follows the following principles:
Customers can raise/register complaint(s) on the subject in writing, containing the nature of grievance / deficiency, inter alia, about
Complaint is not an enquiry, feedback or a request for data modification or inquiry about loan products/ schemes, interest rates or other requests/feedback which can be promptly clarified by Customer care.
Anonymous / incomplete complaints will not be addressed in terms of this Grievance Redressal Mechanism.
The customer has a right to lodge/register his complaint if he/she is not satisfied with the services provided by the company or has a genuine ground for such complaint as indicated in para 2 above
Email to lodge a complaint:
Mr. Rajiv Jain
Designation: Customer Grievance Officer
Address: Summup Fintech Private Limited, C3-124, Sobha City, Sector-108, Gurgaon, India - 122017
Email: support@suprb.in
While raising a complaint by customer, following information must be provided by the customer/complainant in writing (e-mail etc.):
a) Grievances related to attitudinal aspects:
Such complaints should be handled courteously, sympathetically and above all swiftly. Misbehavior/ rude behavior with customers be treated at Zero tolerance level and immediate action is to be taken. The Company, under no circumstances, tolerates misbehavior of any degree by representative (payroll staff /outsourced).
b) Grievances relating to transactions /operations:
The Company would be responsible for ensuring rectification of entry / transaction if it comes under purview. If the company investigates & finds out that issues are due to any third party beyond its control/operations, customer care executive to guide the customer & provide him/her with avenues to escalate the issue
The Company has invested in the best-in-class CRM system to ensure timely resolution of the grievances. The system captures the complaints; follows TATs based on the nature of the query and escalates issues based on predefined TATs and as per the escalation matrix. Once captured in the CRM system, customer care will be responsible for resolution of complaint/grievance to the customer’s satisfaction within a period of 14 working days. Every attempt will be made to offer the customer suitable and appropriate alternate solutions wherever possible. However, if the customer continues to remain dissatisfied with the resolution, (s)he can escalate the issue through the grievance redressal mechanism as referred below.
Note: The above time frame can change depending upon the nature and complexity of complaint.
Periodical review by Complaints Review Committee (comprising of representatives from all key departments including customer care department) review the complaints on quarterly basis. They shall review the process and suggest changes, if any, required for making the Grievance Redressal Mechanism more effective and robust.
