Grievance Redressal
Raaj Khosla & Co. Pvt. Ltd. (MyMoneyMantra.com), along with its partner companies (MyMoneyMantra Fintech Pvt. Ltd. believes that customer service is its highest priority to build trust and ensure customer satisfaction. We are committed to providing excellent services to our valued customers. We understand that, despite our best efforts, there may be occasions when customers are dissatisfied with our services. In such instances, we have established a comprehensive Grievance Redressal Mechanism to address your concerns promptly and efficiently.
Objectives
The Company understands that despite striving to achieve high standards of customer service excellence, there can be gaps in existing service delivery. Hence, it is critical to provide an appropriate system and process to customers to share their grievances. The Company aspires to create robust systems and processes to ensure effective and timely solutions to grievances with an impartial approach to set higher benchmarks towards effective stakeholder engagement. We have ensured that all employees of the company are aware and well-versed with our Customer Grievance Redressal Mechanism.
This mechanism encompasses adherence to the provisions of Digital Lending Guidelines and other regulations stipulated by the Reserve Bank of India (RBI).
Grievance Redressal Mechanism
All complaints raised with us are:
- Logged and tracked through internal systems
- Addressed within defined turnaround timelines
- Escalated through a structured mechanism, if required
Escalation Matrix
- Level 0: Customer Support
- Customers may raise their concerns at:
- 📧 contactus@mymoneymantra.com
- Service Standards:
- Acknowledgement: Within 3 working days
- Resolution: Within 7 working days
- Level 1: Grievance Redressal Officer (GRO)
- If the issue is not resolved satisfactorily, customers may escalate to:
- Name: Neha Pahuja
- Organization: Raaj Khosla & Co. Pvt. Ltd. (MyMoneyMantra)
- Address:
- Room No. 110, Surya Kiran Building
19 K G Marg, New Delhi – 110001
- Room No. 110, Surya Kiran Building
- 📞 Phone: +91 8745970150
- 📧 Email: grievance@mymoneymantra.com
- Timeline:
- Response: Within 3 working days
- Resolution: Within 7 working days
- Level 2: Nodal Officer
- If the complaint remains unresolved, escalation can be made to:
- 📧 nodalofficer@mymoneymantra.com
- Role:
- Senior escalation authority
- Ensures compliance and unbiased resolution
- Handles regulatory-sensitive complaints
- Timeline:
- Response: Within 3 working days
- Resolution: Within 10 working days
Monitoring, Governance & Review
All complaints are recorded, monitored, and periodically reviewed by the Compliance and Risk teams to ensure effective resolution, process improvement, and adherence to regulatory requirements. This grievance mechanism is reviewed and updated from time to time based on regulatory changes, business needs, and operational enhancements.