Customer service is extremely important for sustained business growth and as an organization Rocketloanz (“Company”) strives to ensure that our customers receive exemplary service across different touch points.

Purpose

Customer complaints constitute an important voice of customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future.

The Grievance Redressal policy follows the following principles:

• Customers are treated fairly;
• Complaints raised by customers are dealt with courtesy and in a timely manner;
• Customers are informed of avenues to escalate their complaints within the organization, and their rights if they are not satisfied with the resolution of their complaints;
• The employees work in good faith and without prejudice, towards the interests of the customers.

Review and monitoring

Periodic review of monitoring of complaints, TATs, nature of complaints will be done to ensure that process loopholes, if any, are plugged and trends are checked.