Dispute Redressal Policy

Our Grievance Redressal Policy is designed to serve our customers better. It reflects our dedication to our customers and highly valued relationship with them.

We know the value of our customers, and we always redress their grievances. If we cannot redress the grievance, customers will not be satisfied, and we will not see the growth of our business. So, FastInfo Pay introduces exceptional and exemplary customer service to redress their grievance.

Customer complaints establish a vital Voice of Customers (VOC), and these policy details will ensure the customer complaint handling procedure and how we redress the customers’ complaints. The entire complaint redress policy works like a review mechanism where we can understand their grievance and help us minimize the recurrence of similar issues in the future.

• Customers are treated with care
• The complaints raised by the customers are treated on time with perfect courtesy.

If customers are not satisfied with the front-end resolution, their concerns will be transferred to the escalation department so that they can get the ultimate resolution with complete satisfaction.

Our Grievance Redressal team works to support the customers. They are genuine without any prejudice and solve the issues they are facing

The entire process of the company runs on a strongly user-friendly CRM system (Customer Relationship Management). Hence, the resolutions of the problems will be sorted out on time before the TAT (Turnaround Time) mentioned in the CRM. The nature of queries and complaints determines the TAT of the system. The front-end TAT and escalation TAT matrix might be different.

The customer service representatives will be responsible for solving the issues within 7 days (seven) of the complaint lodged from the customers’ end. Every attempt at customer-compliant resolution will be provided successfully or given an alternate resolution wherever it is possible.

If the customer remains dissatisfied with the resolution provided, the issue will be transferred to a specific grievance Redressal mechanism as follows:

The timeframe for complaint resolution is 7 days for all complaints. If any extra time is required for complaint resolution, we inform the customers through proper communication (Call/SMS/WhatsApp).

We run periodic reviews and monitor all complaints, whether they are getting resolved in time (TAT). We probe into the nature of complaints that are huge, common, or rare and then find loopholes in our process/system if there is any. Then, we try to resolve the issue from the root so that the customers always get flawless service

Customer complaints are important parts of finding the issues of a system and strengthening the process to be perfect. This policy helps redress complaint management through the structured framework of the Grievance Redressal Procedure. Perfect address of complaints helps us understand the real issues that the customers face, and we pay attention to minimize the recurrence of issues in the future. The customers can also raise a complaint through the FastInfo Pay mobile application.

Customers can raise a concern through the mobile application. If there is any problem with repayment, processing fee-related concerns, wrong charge deduction, and more, you can raise a concern to our authorized representatives of the company.

Voice Support: The customer can raise a complaint or solve their queries by calling our customer care at 08069029880 between 9.30 am and 7.30 pm from Monday to Saturday.

Email Support: Please write to us at info@fastinfopay.com. Please mention your loan account/mobile number in the email body

You will receive the resolution of the complaint within the next 7 working days. However, in some critical cases, the resolution period may be lengthy. Stay confident that you will get perfect solution as per the company terms and conditions and Consumer Complaint Redressal Policy