Grievance
Grievance
CREDSILO strongly believes in a sincere and transparent approach to its users. You trust and love us and we would never put growth before trust. This policy document aims at minimizing instances of customer complaints, grievances and disappointments via channelized approach, review and redressal. The self-review will be of help in identifying shortcomings in the product features and service delivery. If you’re disappointed, then at some point in time we’ve not done a great enough job. CREDSILO’s policy on grievance redressal follows the under noted principles
- Our users are to be treated fairly at all times.
- Complaints or concerns raised by users are dealt with an open mind, with courtesy and in a timely manner.
- Users are informed about the channels to escalate their complaints, concerns and grievances Within CREDSILO and their rights if they are not satisfied with the resolution of their complaints.
- CREDSILO will take care of all complaints efficiently and fairly as they value each user.
All employees at CREDSILO must work in good faith and without prejudice to the interests of the users
We understand that customer grievances can happen due to multiple reasons. It can be because of the gap between the promised service levels and the service levels actually offered. Since we are dealing with humans, a lot of grievances can arise due to the attitudinal and the way communication gets done. It can also happen due to the actual errors across the system. Users have complete authority to file a complaint/ share feedback if they are disappointed by services rendered by CREDSILO. They can give their complaint/ feedback in writing, email, If user’s dilemma is not resolved within the given time or if they are not satisfied with the solution provided by CREDSILO, they can approach our tiered redressal system with their complaint or other legal avenues available for grievance redressal. In order to make CREDSILO redressal channels more meaningful and effective, a structured system has been put in place. This system will ensure that the complaints are redressed seamlessly and well within the stipulated timeframe.
Awareness of Grievance Redressal System
At CREDSILO, the users’ experience is what we deliberate and focus on. This is why we listen and take the time to know our users and take their concerns seriously. Going skin-deep to analyze and scrutinize, how you would feel from the time you step-in to CREDSILO org till the time you’re done, helps us evolve and enhance our services. If a user has found our experience simple and incredible we know we are doing something worthy. However, when a user is concerned or has complaints we do everything we can to fix it and make it right.
How to reach CREDSILO
a) For CREDSILO Transaction Related Issues
Level 1:
You can go to CREDSILO, select COMPLAINTS followed by the particular of transaction in which you are facing the issue to submit your query. You can also call customer support on+91 8750140811 FROM 9:30 AM to 6:30 PM to help resolve your query.
Level 2:
If you are not satisfied with Level 1 resolution, please write to: Nodal Officer*, Customer Grievance at support@credsilo.in
Estimated time taken to address your queries, concerns, complaints
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Links to Other Sites
Suitable timelines have been set for every complaint depending upon the investigations which would be involved in resolving the same. Here are the estimated timelines at various levels of queries/escalations/ grievances
First response to a user’s query/ concern – 24 hrs
Follow-up queries – 48 hrs
Concern raised to Nodal officer – 15 days
Concern raised to grievances officer – 15 days
IMPS/NEFT to user’s bank account – 60 days
*Users are requested to raise the concern to next level only if they do not get a resolution within the time frame mentioned above. This will help us in resolving your concern in a smoother way.
Information Security
We put the required security measures in place to prevent unauthorized access to, as well as unauthorized data change, disclosure, or destruction. To prevent unauthorized access to the systems where we store personal data, security measures such as appropriate physical security and encryption are used, as well as internal audits of our data collection, storage, and processing practices. All information gathered through our website and mobile application is securely stored in our controlled database. The database is maintained on firewall-protected servers with password-protected access.
Grievance Redressal
Redressal Mechanism: Any complaints, abuse, or concerns regarding material, comments, or violations of these terms should be reported right away to the authorized grievance officer, who is listed below. The complaint should be made in writing or by email that is signed with an electronic signature and sent to support@credsilo.in from 9:30 AM to 6:30 PM to help resolve your query. Level 2: If you are not satisfied with the Level 1 resolution, please write to Nodal Officer, Customer Grievance, MR. SHELENDRA at support@credsilo.in Level 3:If you are not satisfied with Level 2 escalation, please write to Grievance Officer, Customer Grievance, MR. MAHENDRA at mahendra@credsilo.in .CREDSILO FINTECH PRIVATE LIMITED. 15/2, 1st Floor, Shivaji Marg, Nazafgarh Road, Moti Nagar, New Delhi-110015 Email: support@credsilo.in Help Line:
