Complaints and Grievance Redressal

Complaints and Grievance Redressal

At Neuzen Finance Pvt Ltd, we are committed to providing excellent services to our valued customers. We understand that sometimes issues or concerns may arise, and we are here to assist you in resolving them as quickly and efficiently as possible. Your feedback is essential to improving our services. This page outlines our Complaints and Grievance Redressal Policy to ensure your concerns are addressed promptly.

1. Lodging a Complaint

If you have a complaint or grievance related to any of our services, you can do so by:

a. Contacting our Customer Service Team:

You can reach our Customer Service Team via:

• Phone: +91 22 67777 7777
• Email: customercare(at)neuzen.in
• In-Person: at our head office at Timesh square, Mumbai.

b. Filling out our Online Complaint Form:

You can also submit your complaint through our online Complaint Form on our website [link to the Complaint Form].

2. Providing Necessary Information

When lodging a complaint, please provide the following information:

• Your name and contact information (phone number, email address, and postal address).
• Your customer identification or account number, if applicable.
• A clear and detailed description of the complaint or grievance.
• Any supporting documents or evidence related to the complaint.

3. Acknowledgment of Complaint

Upon receiving your complaint, we will acknowledge it within a reasonable timeframe. You will receive a reference number for your complaint, which you should keep for future reference.

4. Investigation and Resolution

We will investigate your complaint thoroughly and aim to provide a resolution within 30 days. In some cases, complex issues may require additional time for resolution, and we will inform you of any delays.

5. Communication of Resolution

Once the investigation is complete, we will communicate the resolution to you through your preferred contact method (phone, email, or postal mail). The resolution may include:

• Explanation of the resolution and any actions taken.
• Details of any compensation or remedies, if applicable.
• Information on how to escalate the matter if you are not satisfied with the resolution.

6. Escalation

If you are not satisfied with the resolution provided, you have the option to escalate your complaint to our Grievance Redressal Officer. The contact details of the Grievance Redressal Officer are as follows:

• Name: Deepika Jain
• Email: deepika.jain@neuzen.in
• Phone: +9122 67777 7744

7. Regulatory Authority

If your grievance is not adequately addressed by Neuzen Finance Pvt Ltd, you have the right to escalate the matter to the relevant regulatory authority in your jurisdiction. We are committed to cooperating fully with any regulatory investigations.

8. Feedback and Improvement

We value your feedback and use it to continually improve our services. Please let us know about your experience with our Complaints and Grievance Redressal process so we can better serve you.

We are here to assist you in resolving your concerns and complaints promptly and professionally. Your satisfaction is important to us, and we appreciate your trust in Neuzen Finance Pvt Ltd.

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