This Grievance Redressal Policy (“Policy”) is framed and formulated to handle any form of feedback, queries, complaints or grievances (“grievances”) from any of the customers on the website “www.rush4cash.in” (“the Website” or “site”) and mobile application “rush4cash” (“App”) (collectively referred to as “Platform”).
Rush4cash is committed towards its customers and has put together the Policy for an effective resolution of all grievances received by Rush4cash from its customers.
The Policy aims at an effective resolution of customer grievances through proper channelized approach, review mechanism and prompt resolution of all customer grievances. The objective of this Policy is to minimize the recurrence of similar issues in the future by adopting a structured grievance redressal framework which is supported by a review mechanism.
We aim to resolve any complaint or grievance, which may arise as a result of any gap in the promised and delivered servicelevels. This shall also apply to all queries and/or feedbacks received from the customers of Rush4cash.
Rush4cash encourages customers to provide feedback and raise grievances in respect to our services and we aim to improve the quality of our products and services.
This Policy intends to provide a redressal mechanism for all levels of grievancesand customers are advised to make use of our tiered redressal mechanism. We have put in place a very robust and customer friendly structure to ensure that all grievances are resolved in a timely and effective manner.
PRINCIPLES
The prime objective of Rush4cash is customer satisfaction.
The following are the guiding principles at Rush4cash for dealing with customer grievances:
Timely resolution of all grievancesis necessary for business growth. Complaints raised by customers shall be dealt with courtesy and resolved in a timely manner. All employees of Rush4cash shall work in customer’s best interests. Customers shall be treated fairly at alltimes.
Customers shall be informed of avenues to escalate their grievances within the organization, and their rights in cases when their complaints are not resolved in a timely manner or when they are not satisfied with the resolution of their grievances. Employees and outsourced agencies/service providers shall work in good faith and without prejudice with allcustomers.
Continual evolvement of redressal mechanisms for the resolution of customer grievances.
The details of the grievance redressal system are displayed on Rush4cash’s place of business and on its Platform.
UPDATING AND ANALYSIS
Rush4cash analyses all grievances received through various mediums and ensure to improve with each complaint received. Rush4cash’s internal systems are built in a way to capture all grievances and timely analysis is done to bring out a permanent solution toeach grievance received. Rush4cash believes in analyzing the root cause of the issue and to resolve it permanently, thus ensuring improved and enhanced customer experience.
PROCESS
Level 1:
Customers can send their grievancesto the Company’s customer service teamthrough email at support@rush4cash.in. Customers shall ensure that they quote their Loan ID number in every correspondence with Rush4cash regarding their grievances.
Anonymous grievances will not be addressed in terms of this Policy.
Response time for resolution of complaints from date of receipt of complaint:
Normal cases (other than the one mentioned below): Fifteen (15) workingdays.
Fraud cases, legal cases and cases which need retrieval of documents and exceptionallyold records: Thirty (30) workingdays.
If any case needs additional time, Rush4cash will inform the customer the reasons of delay in resolution within the timelines specified above and provide expected time lines for resolution of the complaint.
Note: The above time frame can change depending upon the nature and complexity of grievances.
Business hours are between 10:00 AM to 6.00 PM IST, Monday through Friday (except public holidays).
Level 2:
If a customer is not satisfied with the resolution provided by the customer service team of Rush4cash within the given time frame, the customer can escalate the issue to the Grievance Redressal Officer at grievance@rush4cash.in
Response time: The Grievance Redressal Officer may be reached on the number provided above anytime between 10:00 hrs to 18:00 hrs from Monday to Friday (except public holidays) or through the e-mail address above. The Grievance Redressal Officer shall endeavour to resolve the grievance within a period of (15) fifteen days from the date of receipt of a grievance.
