Grievance Redressal Policy

1. Introduction

NeoMoney is committed to transparent, fair, and customer-centric digital lending services. This policy defines complaint handling and escalation.

2. Objective

• Ensure a uniform complaint resolution approach.
• Provide clear escalation channels for customers.
• Maintain compliance with RBI digital lending standards.

3. Scope

Covers services offered through website, app, and associated partners involved in lending operations.

4. Grievance Redressal Officer (GRO)

5. Customer Complaint Registration Process

• Primary support through app, email, phone, or website form.
• Escalation to GRO if unresolved within defined timelines.
• Final escalation to RBI Ombudsman if unresolved within 30 days.

6. Recording and Monitoring of Complaints

Complaints are recorded and reviewed periodically to monitor categories, timelines, and closure quality.

7. Responsibilities of GRO

• Acknowledge, investigate, and resolve grievances promptly.
• Maintain complaint records as per regulatory requirements.
• Report significant grievances to management.

8. Review and Policy Updates

The policy is reviewed periodically and updated according to RBI and legal requirements.

9. Public Disclosure

GRO details, customer rights, and grievance procedures are displayed prominently on website and app.