Finverv is a trusted technology platform owned and operated by Neofinverv Technologies Private Limited (“Company” or “We” or “Our” or “Us’’). We empower businesses to infuse credit in their existing ecosystems by helping partner with multiple lending institutions.
The Company has multiple channels of communication and customers can use any of the following modes to raise or escalate a complaint with Us. Details of the escalation matrix are as below:
The customer may register his/her query/ complaint to the Company. Mode through which the customer may connect are :
a) Email - Customers can write to us at [email protected]
b) Post - Customers can post to Us at: Neofinverv Technologies Private Limited, AltF, Suncity Success Tower B, Golf Course Ext. Road, Sector 65, Gurugram - 122012
TAT (Turnaround Time) to resolve the grievance - Within 07 days from the date of receipt of customer complaint.
If the customer does not receive a response from the Customer Service Team within 7 (seven) days of making a representation, or if the customer is not satisfied with the response received from the Customer Service Team, the customer may reach the Customer Service Head through post or through email, at the below mentioned address:
a) Email - [email protected]
b) Post - Customers can post to Us at: Neofinverv Technologies Private Limited, AltF, Suncity Success Tower B, Golf Course Ext. Road, Sector 65, Gurugram - 122012
TAT (Turnaround Time) to resolve the grievance - Within 14 days from the date of receipt of customer complaint
If the customer is not satisfied with the resolution provided on their complaints, they may escalate their complaint to the Compliance Head of the Company. Mode through which the customer may connect are :
a) Email - [email protected]
b) Post - Customers can post to Us at: Neofinverv Technologies Private Limited, AltF, Suncity Success Tower B, Golf Course Ext. Road, Sector 65, Gurugram - 122012
TAT (Turnaround Time) to resolve the grievance - Within 22 days from the date of receipt of customer complaint.
If the grievance is not resolved by the Compliance Head within 8 days from the date of receipt of consumer complaint(s) or if the customer is not satisfied with the resolution provided by the Compliance Head of the Company, the customer can escalate the grievance with the Company’s GRO, the details of which are provided below:
Name of the Grievance Redressal Officer: Mr. Siddharth Bharwaj
Email id: [email protected]
Address: Neofinverv Technologies Private Limited, AltF, Suncity Success Tower B, Golf Course Ext. Road, Sector 65, Gurugram - 122012
*Please note that a grievance can be escalated to the GRO only when the complaint is not resolved by the Compliance Head within the prescribed TAT or if the customer is not satisfied with the resolution provided by the Compliance Head of the Company. Customers shall keep the ticket number (allocated against the grievance by customer service team) in record and shall provide the same to the GRO for grievance escalation.
a) The number of days as stated in the above table for the escalation of complaint at different levels shall be computed from the first date the complaint is raised with the Company’s contact team i.e. Customer service team
b) If a customer does not receive any response within 30 days from the Company from the date of complaint being raised or is not satisfied with the resolution of their complain, they may write to the RBI Ombudsman through any of the touchpoints mentioned below:
Post: Deputy General Manager, Department of Non-Banking Supervision, Reserve Bank of India, Post Box No. 40, Chennai Post Office, Chennai.
Website: Online complaint management system at https://cms.rbi.org.in
Telephone: Call Centralized Receipt & Processing Centre (CRPC) at their toll-free helpline number @14448 to know how to file a complaint and check the status of a filed complaint.
The customer can lodge a complaint related to unauthorized acceptance of deposits/schemes of various kind and fake emails at https://sachet.rbi.org.in/home/index
For any complaints related to Fintech/ digital lending, contact us/ write to us at:
Grievance Redressal Officer: Mr. Manish Lunia Email ID: [email protected]
