Customer Grievances & Redressal Policy

POLICY ON CUSTOMER GRIEVANCES REDRESSAL:

We have always looked at providing products and services to our customers that are reliable, affordable, and efficient and are easy to use. We strongly believe in a sincere and transparent approach to its users. The self-review will be of help in identifying shortcomings in the product features and service delivery. This policy document aims at communicating the various mechanisms available for our customers to reach out to us, our service guarantee and timelines by which we will try and ensure resolution to our customer concerns.
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. As a service provider, resolving customer grievances suitably and efficiently is paramount and the object of this policy is to minimize instances of customer complaints through proper review mechanism and service deliver and to ensure prompt redressal of various types of customer complaints.
Users have complete authority to file a complaint/ share feedback if they are disappointed by services rendered by us.
Our policy on grievance redressal follows the under noted principles.

Our 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.
  • All employees must work in good faith and without prejudice to the interests of the users.
  • Our Customers and their Feedback is treated as the most valuable asset for the organization, forming the foundation for development and innovation.
  • All customers have the right to share their feedback or complaint in case they find our services are not meeting their expectations or are dissatisfied with any interaction with any of our staff members.
On receiving customer feedback, our executives would reach out to the customers and ensure that all grievances are redressed within a predefined Service Level Agreement as communicated below.
If the complaint is not resolved within the given timelines or the response is unsatisfactory the customer can choose to escalate the concern to our level 2 escalation officer. The escalation methodology is mentioned in this policy under the Escalation Section.

Customer Resolution Timelines:

S. No Complaint Type Estimated Timelines (SLA)
1 Money Transfer - Load or Send Money 7 Working Days for reversal or credits (third party transaction timelines followed by leading banks)
2 Successful transaction but beneficiary account not credited 7 Working Days for reversal or credits (third party transaction timelines followed by leading banks)
3 Wallet related issues 2 - 5 Working Days

Acknowledgment of Grievances:

Customer Engagement Center team will acknowledge the grievance immediately on the receipt of complaint in the form of: -
Auto response in case of Emails or Contact us section.
Answering calls at the call center.
Responding SMS complaints, by out calling the customers.
If the complaint is not resolved within the given time (SLA) or if he/she is not satisfied with the resolution provided, they can refer to the escalation matrix mentioned below and escalate the issue to higher authority.

Customer Grievance Redress Escalation:

As "Customer Delight" our priority, we are committed to provide Best Payment Solution Experience to all our customers. We extend a level 3 escalation matrix to all our customers.

Escalation: Level 1

The Customers can send in their Queries, Requests or Complaints in the following ways:
  • Over Phone - Customer Engagement Centre:-Customer can call us on 7593864428 (Call Charges as applicable apply), between 09:00 AM to 6:00 PM, 7 Days working (National Holidays excluded).
  • Over Email:- Sending us an email on muthootmoney@muthootgroup.com
  • The designated Nodal officer for Muthoot Money given below:
Mr. Renjith Kurian
Nodal officer & Compliance officer
Contact No: 7593864429

Escalation: Level 2

In case the customer is not satisfied with the
  • Resolution provided by call centre/ Nodal officer
  • Behavior of any representative or staff member at Muthoot Money
  • Breach in the above mentioned Service Level Agreements or timelines
The customer may choose to escalate the concern using the below mentioned methods
Write to us at:
Saju Kuruvila,
Head-Money Transfer Division,
Muthoot vehicle & asset finance Ltd,
6th Floor, Midhun Tower,
K.P Vallon road, kadavantra,
Ernakualam, kerala- 682 020
Email ID: saju.kuruvilla@muthootgroup.com
All escalations received with the required details such as reference number provided at Level 1, contact details (both phone & email) would be addressed within forty eight (48) working hours up to a max of seven (7) days in special cases pertaining to third party transactions.

Escalation: Level 3

In case the customer is still not satisfied with the resolution provided or delay in response beyond the timelines communicated even after following the escalation steps at Levels 1 & 2 respectively, the customer can escalate the concern to the highest level by:
Write to us at:
DGM & CEO,
Muthoot vehicle & asset finance Ltd,
6th Floor, Midhun Tower,
K.P Vallon road, kadavantra,
Ernakualam, kerala- 682 020
Email ID: ceomvfl@muthootgroup.com