PaisaOne or "We" or "Our" is a DSA We are committed towards customer satisfaction and have put together the undermentioned customer Grievance Redressal Policy ("Policy") for an effective resolution of all grievances/complaints received from our customers. We make sure that our customers feel secure and heard while using the Platform.

We aim to resolve any complaint or grievance which may arise as a result of any gap in the promised and delivered services. This shall also apply to all queries and/or feedback received from our customers. We encourage our customers to provide feedback in respect of our services and aim to improve the quality of our products and services.

The motive of this Policy is to reduce customer grievances through appropriate redressal mechanisms. We have put in place a very robust and customer-friendly structure to ensure that all your grievances are resolved in a timely and effective manner. This structure is approved by the Board of Directors.

E-mail: customers can send an email for redressal of issues at the email id(s) as mentioned hereunder in this Policy.

This Policy may be revised as and when there are any new changes required in handling complaints / grievances of the customer.

To make the grievance redressal mechanism more meaningful and effective, Our management has laid down an escalation mechanism in compliance with various applicable regulations. The management will periodically review the effectiveness of grievance redressal mechanism escalation matrix. We have created the following escalation system for our customers:

Customers can reach out to our Support Team at info@paisaone.com for any query regarding our services. Any complaint registered has to be acknowledged by the Support Team.

PaisaOne is determined to provide the first response to the customer within 48 hours of the receipt of the complaint.

PaisaOne aims to resolve all support-related complaints within 10 business days (and 30 business days for cases involving fraud).

The aforementioned timelines may change depending upon the nature and complexity of grievances.

In case the customer is not satisfied with the redressal provided at Level 1, complaints can be escalated to Level 2.

Grievance Officer

Customers can reach out to the Grievance Redressal Officer at grievance@paisaone.com ("GRO") for any grievance regarding our services or products.

Working Hours: Monday-Friday (except public holidays), 9:30 am to 6:30 pm

PaisaOne's GRO is determined to provide the first response to the customer within 24 hours of receiving the complaint.

The GRO aims to resolve all grievances/complaints within 7 business days (and 30 business days in cases where retrieval of documents and old records is required).

In case the customer is not satisfied with the redressal provided at Level 2, complaints can be escalated to Level 3.