Our Grievance redressal policy is in terms of the RBI Master Directions. It has been framed to resolve customer grievances, including grievances with respect to the outsourced services, in a timely and efficient manner, while treating our customers fairly and courteously. In circumstances where, owing to various human, network or system errors, some issues arise that require a more focused and customised redressal, You may refer to the following redressal mechanism in the sequential order.
We have formulated a grievance process and an escalation matrix to ensure that Your concerns are routed and addressed appropriately. You are requested to read and understand the below escalation matrix to ensure a timely redressal of Your concern.
We recommend you to go through our Support/Helpdesk to address your issues, in the event that support is not able to address your concerns you can follow the escalation matrix as outlined below.
We have appointed a Grievance Redressal Officer, who may be approached by Customers for lodging complaints/grievances.
Grievance Redressal Officer:
Rucha Ghude
Email id: grievance@cookiejar.co.in
Corporate Address:
Cookiejar Technologies Pvt Ltd (Finvu), WeWork Raheja Woods, 3rd floor, next to Talera Park Society, Kalyani Nagar, Pune, Maharashtra, India, 411006
Grievances may be filed in respect of our services by sending an email to support@cookiejar.co.in or writing to our registered address as above.
Please use below format for raising a complaint/grievance
FROM
Name of the Customer :
Contact No :
Email id :
TO
Grievance Redressal Officer
Cookiejar Technologies Pvt Ltd (Finvu)
3rd floor,
WeWork Raheja Woods Building, Kalyani Nagar,
Pune, Maharashtra, India, 411006
Date of event :
Customer Finvu AA (Account Aggregator) id :
Mobile No registered with Finvu :
Details of the Grievance / Complaint : __________________
_________________________________________________________
Customer Signature
Date:
Escalation | Timeline | Customer Action | Company Action |
---|---|---|---|
Level 1 | Day 0 (D) day of filing the grievance/complaint | Customer sends an email to grievance@cookiejar.co.in with the required details | Company will send (auto or manual) acknowledgement within 24 hrs. We will aim to resolve the issues within 10 days. |
Level 2 | After D + 10 days | If complaint or grievance is not resolved, then customer can call the company with appropriate details. | Company will ensure that the complaint/grievance is resolved within 20 days, subject to receipt of proper information from the customer. Any delay will be communicated to the customer |
Level 3 | After D + 30 days | The Customer may appeal to The Reserve Bank of India (RBI) if the grievance/complaint is not resolved within 30 days. |
Mumbai (Regional Office) | |
Jurisdiction | State of Maharashtra and State of Goa |
Address | 3rd Floor, RBI Building, Opp. Mumbai Central Railway Station, Near Maratha Mandir, Byculla, Mumbai – 400 008 |
Telephone | 022-2308 4121/2302 8436 |
Fax | 022-2302 2011 |
dnbsmro@rbi.org.in |
Mumbai (Central Office) | |
Name | Shri Sathyan David Chief General Manager Reserve Bank of India |
Address | Department of Non-Banking Supervision, Central Office, World Trade Centre, Centre 1, 2nd Floor, Cuffe Parade, Colaba, Mumbai- 400005 |
Telephone Fax | Phone : 022- 2215 3350 Fax 022- 2216 2768 cgmincdnbsco@rbi.org.in |