ScaleUp Financial

Grievance Redressal Mechanism

Grievance Redressal Mechanism

  1. ScaleUp Financial Services Private Limited (formerly known as PayMe India Financial Services Private Limited) will implement all possible steps to prevent and minimize customer complaints / grievances.
  2. ScaleUp will facilitate the customer to pay the whole or part of the dues at its office or through its Payme Mobile app.
  3. In the event that a customer has a grievance, the following Grievance Redressal Mechanism shall apply:
    a

    Level 1

    The customer must lodge a complaint by initiating service request / ticket through Payme mobile app. We will respond during 10:00 am to 6:00 pm, Monday to Friday.

    b

    Level 2

    In the event that the complaint remains pending at Level 1 for a period of more than 7 working days, or if the customer is not satisfied with the outcome of Level 1 resolution, the customer can contact the following official of ScaleUp Financial Services Private Limited (formerly known as PayMe India Financial Services Private Limited):

    Grievance Redressal Officer Name: Shalini Rai

    Contact No.: +91-9319738610

    Email ID: grievance@scaleupfinancial.com

    c

    Level 3

    In the event that the complaint remains pending at Level 2 for a period of more than 7 working days, or if the customer is not satisfied with the outcome of Level 2 resolution, the customer can contact the following official of ScaleUp Financial Services Private Limited (formerly known as PayMe India Financial Services Private Limited):

    Nodal Officer Name: Manav Munjal

    Contact No.: +91-9891703339

    Email ID: nodal@scaleupfinancial.com

    d

    Level 4

    In the event that the complaint remains pending at Level 3 for a period of more than 7 working days, or if the customer is not satisfied with the outcome of Level 3 resolution, the customer can contact the Regional Office of the Reserve Bank of India (or via RBI's website www.rbi.org.in).

  1. ScaleUp Financial Services Private Limited (formerly known as PayMe India Financial Services Private Limited) will put in place an effective Training system to ensure that all individuals, such as employees, associates and vendors who are directly interacting with customer should communicate in a friendly manner and do not resort to rude, inappropriate or unethical behaviour.
  2. ScaleUp Financial Services Private Limited (formerly known as PayMe India Financial Services Private Limited) will ensure that the TAT (mentioned underneath) should be communicated to consumer on their escalations and that it should be contented to the best of capacity. ScaleUp Financial Services Private Limited (formerly known as PayMe India Financial Services Private Limited) will have a sympathetic approach to the problems faced by the customer, especially the poor and underprivileged sections.
  3. TAT for Responding to Complaints
    Sr. No.Nature of ComplaintTAT
    1Loan account related queries / complaints7 Working Days
    2KYC / Personal details related queries / complaints7 Working Days
    3Payment related queries / complaints7 Working Days
    4Interest / charges related queries / complaints7 Working Days
    5Technical / App related queries / complaints3 Working Days
    6Any other queries / complaints7 Working Days

Grievance Redressal Process

GRIEVANCE REDRESSAL PROCESS

ScaleUp Financial Services Private Limited

(Formerly Known as the PayMe India Financial Services Private Limited)

Level 1. Raise Service Request through Mobile App PayMe (Technology Partner)

*(Refer Note-1)

Level 2. Contact Grievance Redressal Officer via

grievance@scaleupfinancial.com

Level 3. Contact Nodal Officer via

nodal@scaleupfinancial.com

Level 4. Visit RBI Sachet Portal

https://sachet.rbi.org.in
Customer Issue

Level 1 – REGISTER COMPLAINT

Raise Service Request / Ticket through Mobile App PayMe (Technology Partner)

Working Hours: Monday – Friday (10:00 AM – 6:00 PM)

Issue Resolved Within 7 Working Days from the date of raising the Service Request on Mobile App PayMe (Technology Partner)?

YES
Complaint Resolved
NO

Level 2 – Contact Grievance Redressal Officer

Name: Shalini Rai

Contact No. +91 9319738610

Email ID: grievance@scaleupfinancial.com

Issue Resolved Within 7 Working Days from the date of raising complaint to GRO?

YES
Complaint Resolved
NO

Level 3 – Contact Nodal Officer

Name: Manav Munjal

Contact No. +919891703339

Email ID: nodal@scaleupfinancial.com

Issue Resolved Within 7 Working Days from the date of raising Complaint to Nodal Officer?

YES
Complaint Resolved
NO

Level 4 – Visit RBI Sachet Portal

Website: https://sachet.rbi.org.in

Note-1: We are associated with an LSP/DLA (Huey Tech Limited), and we use their mobile application “PayMe” for our operations.