Pocketly
Grievance Redressal Policy
PURPOSE
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:
1. Customers are treated fairly.
2. Complaints raised by customers are dealt with courtesy and in a timely manner.
3. Customers are informed of avenues to escalate their complaints within the organization, and their rights
if they are not satisfied with the resolution of their complaints.
4. The employees work in good faith and without prejudice, towards the interests of the customers.
INTERNAL MACHINERY TO HANDLE CUSTOMER COMPLAINTS
The Company has developed 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 on the basis of
predefined TATs and as per the escalation matrix. The customer service will be responsible for resolution of
complaint/grievance to the customer’s satisfaction within a period of fourteen (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.
TIME FRAME
Suitable timelines of fourteen (14) working days have been set for every complaint depending upon the
investigations which would be involved in resolving the same. Complaints are suitably acknowledged on receipt
and the customers are informed of delays if any, in the resolution.
REVIEW AND MONITORING
Periodic review of monitoring of complaints, TATs, nature of complaints will be done to ensure that process
loopholes, if any, are plugged and trends are checked.
TOUCH POINTS
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 customer can raise their concerns pertaining to the
Pocketly Mobile Application (hereinafter referred as “Platform”) or to the lender who provides loan to the
customer through the Platform in the following matters:
GRIEVANCE REDRESSAL MECHANISM OF THE PLATFORM
Customers can raise their concerns pertaining to the Platform, Repayment schedule, Processing Fee and / or any
other charges or any other concern related to the product to authorised representatives of the Company as below.
A. EMAIL SUPPORT
Please write to us at helpdesk@support.pocketly.in (Please ensure to mention your loan account number and contact number
in the email). The customer will receive a response from the team within 10 business days but there would be
instances wherein the team may even take longer to respond/reply.
B. ESCALATIONS
Level 1: A customer can escalate the matter to helpdesk@support.pocketly.in in case he/she is not satisfied with the
response from the Customer Care team. Depending on the query/dispute/grievance, a written reply/resolution will
be sent to the customer within 10 business days at his/her registered email id with the Company.
Level 2: A customer not satisfied with the response at Level 1, can further escalate the matter/query/complaint
to the below:
Grievance Redressal Officer – Teresa Taragan
Officer Email - grievance@pocketly.in
Mobile no. - 87999 16122
If the grievances / complaints are not redressed within a period of one month, the customer may appeal to the
Officer-in-Charge of the Regional office of DNBS of RBI.