Grievance redressal

Policy

1. Introduction

Customer service is extremely important for sustained business growth and as an organization, we strive to ensure that our customers receive exemplary service across different 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 and eliminate 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.

2. Grievance Redressal Mechanism

At Esolve Infotech Pvt Ltd , customer delight is our priority and we are committed to provide our customers Best in Class Experience. Whilst all efforts are taken to give customers the best services to avoid any grievances the customers are intimated that they can record their grievances; if any; in writing or verbally.

Level 1: Registration of Complaint :

The Customers are suggested to follow lodge their Complaints through multiple channels.

The customer can approach any of our service touch points given below to register a complaint and expect a response within defined time period from complaint registration. Service Touch points are as indicated below –

↗ Phone – Customer can call our helpline number +91-9007036784 between 10:00 to 19:00 Monday to Saturday, except public holidays.
↗ Email – Customers can write to us at emails Ids mentioned below for complaints related to respective products: info@esolveinfotech.com
↗ Dashboard: Customers can also raise complaints by login to their personal dashboard on website or mobile application.
↗ Letter or post – Customers can write to us at: Esolve Infotech Private Limited
B 366 LAKE GARDENS
Kolkata – 700045
West Bengal, India
a. If customers are not satisfied with the resolution provided through the above referred channels within 10 days, they may further escalate the concern to the Grievance Redressal Officer
Mr Sanjib Paul
Esolve Infotech Private Limited
B 366 LAKE GARDENS
Kolkata – 700045
West bengal, India
Phone No.: 033 2422 0550
Email: info@esolveinfotech.com

b. If the complaint / dispute is not redressed within a period of one month, the customer may further escalate to the Officer-in-Charge of the Regional Office of Department of Non- Banking Supervision of Reserve Bank of India:

The General Manager,
Department of Non-Banking Supervision, Reserve Bank of India,
10/3/8, Nrupathunga Road, Bengaluru-560001 Karnataka, India
The Grievance Redressal Mechanism is available on the Company’s website

3. Escalation Matrix
4. Internal Machinery to handle Customer complaints and SOP
Resolution of Grievances

At Esolve Infotech Private Limited we have invested in the best in class technology to ensure timely resolution of the grievances. The system captures the complaints. Once captured in the system, our Customer Care team is responsible for resolution of complaint/grievance to the customer’s satisfaction. Every attempt is made to offer the customer suitable and appropriate alternate solutions wherever possible. However, if the customer continues to remain dissatisfied with the resolution, he can escalate the issue through the grievance redressal mechanism as referred above.

Time frame

Suitable timelines 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 is done to ensure that process loopholes if any are plugged and trends are checked.

5. Communication and email trigger point: