Great services help companies to drive the customer acquisition, retention and service efficiency. In line with the said philosophy, the Company follows a four (4) tier approach for redressal of customer grievances, as detailed below:
I. Level 1
a. In case of any service request / complaints, the customer may contact the customer engagement team on any of the below mentioned contact points:
- Email: support@rrfincap.co.in
- Contact Number for customers calling from India: 0172-4037935
- Written request to the below mentioned details:
RR Fincap Private Limited
Plot D 258 ,GR Tower,
Third Floor, Sector 75,
Mohali,
Punjab - 160055.
b. On receipt of service request / complaint, an acknowledgement shall be given within 5 working days by us to the customer via e-mail/ letter by post/ SMS/any other form of legally valid electronic communication including WhatsApp. The Company shall endeavour to respond to the same within a period of 21 working days.
c. However, in case where a complaint warrants extensive investigation and/or support of the customer to identify the perpetrator, root cause analysis, or under litigation (incl. pending with local Police authorities), the TAT for responding and resolving such complaints may be more than 21 working days.
d. In case the customer is not satisfied with the resolution/response provided by the customer engagement team/s as above, then customer shall escalate to Level 2 as given below.
II. Level 2
It may be noted that the customers shall approach for resolution of their service request/complaint at the first instance to the customer engagement team as mentioned in Level 1 hereinabove, and if their request / complaint remains unresolved for a period of 21 working days or they are dissatisfied with the resolution given, they are required to contact Grievance Redressal Cell of the Company:
Kind Attn: Grievance Redressal Manager
RR Fincap Private Limited
Plot D 258 ,GR Tower,
Third Floor, Sector 75,
Mohali,
Punjab - 160055.
Email: grievanceredressalcell@rrfincap.co.in
III. Level 3
In case the customer is not satisfied with the decision of the Grievance Redressal Cell, he may approach the Grievance Redressal Officer (GRO) of the Company:
Kind Attn: Grievance Redressal Officer (GRO)
RR Fincap Private Limited
Plot D 258 ,GR Tower,
Third Floor, Sector 75,
Mohali,
Punjab – 160055.
Email: grievanceofficer@rrfincap.co.in
We will make our best efforts to resolve customer’s complaint at this level.
IV. Level 4
a. If the complaint is not redressed within a period of 31 working days or if the customer is dissatisfied with the resolution received at Level 3 hereinabove, the customer may further escalate to Ombudsman via CMS Portal or Electronic / Physical mode
b. https://sachet.rbi.org.in/