Grievance Redressal


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.

Grievance Process

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 Matrix for Grievances

EscalationTimelineCustomer ActionCompany Action
Level 1Day 0 (D) day of filing the grievance/complaintCustomer sends an email to grievance@cookiejar.co.in with the required detailsCompany will send (auto or manual) acknowledgement within 24 hrs. We will aim to resolve the issues within 10 days.
Level 2After 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 3After D + 30 daysThe Customer may appeal to The Reserve Bank of India (RBI) if the grievance/complaint is not resolved within 30 days.
Note: In terms of the RBI Master Directions, if the complaint/grievance is not resolved within a period of one month from reporting, You may appeal to the to the Officer-in-Charge of the Regional Office of DNBS of Reserve Bank of India (RBI), under whose jurisdiction the registered office of the Company falls, the details of which are mentioned below-
Mumbai (Regional Office)
JurisdictionState of Maharashtra and State of Goa
Address3rd Floor, RBI Building, Opp. Mumbai Central Railway Station, Near Maratha Mandir, Byculla, Mumbai – 400 008
Telephone022-2308 4121/2302 8436
Fax022-2302 2011
E-maildnbsmro@rbi.org.in
Mumbai (Central Office)
NameShri Sathyan David
Chief General Manager
Reserve Bank of India
AddressDepartment of Non-Banking Supervision,
​Central Office,​
World Trade Centre, Centre 1, 2nd Floor,​
Cuffe Parade, Colaba,​
Mumbai- 400005
Telephone
Fax
E-mail
Phone : 022- 2215 3350
Fax 022- 2216 2768
cgmincdnbsco@rbi.org.in